Fawaz Bello

2nd/3rd-line support, infrastructure & EUC across a 6,000-user clinical and corporate estate

• Resolve escalated 2nd/3rd-line incidents and service requests to SLA across Windows 10/11, Microsoft 365, Active Directory/Entra ID and Exchange — both remotely and deskside.
• Lead end-user computing delivery: zero-touch Intune/Autopilot laptop builds, MFA enrolment, VPN setup, and Teams/video-conferencing support for meeting rooms and senior staff.
• Act as first point of contact for VIPs, senior clinicians and corporate stakeholders on-site — de-escalating high-pressure situations with credibility and sensitivity.
• Author technical documentation and self-service guides that reduce repeat tickets and standardise fixes across the trust.
• Automate repetitive account-management and admin tasks using PowerShell, measurably improving service-desk efficiency.
• Operate within NHS data-protection and information-governance requirements at all times.

Front-line & 2nd-line technical support to clinical and corporate users

• Logged, prioritised and resolved a high volume of tickets by phone, remote tools and deskside — consistently meeting resolution targets.
• Built a strong customer-service reputation for patient, empathetic handling of clinicians and non-technical users.
• Supported desktop applications, user accounts and hardware; escalated complex faults to specialist teams and third parties with full documentation.

Out-of-hours / shift operations — lone and team-based

• Maintained site integrity across night shifts and emergency responses under pressure — direct evidence of reliable out-of-hours and on-call working.
• Monitored and troubleshot alarm and access-control systems, resolving hardware/software faults in real time.
• Produced clear incident reports and de-escalated difficult situations with sound judgement and empathy.