Charis Erin
@chariserin
I resolve complex IT incidents across Microsoft 365, Azure AD, Windows, and enterprise networks.
United KingdomWhat I'm looking for
I've resolved hardware, software, Microsoft 365, networking, authentication, and permissions incidents as a 1st and 2nd Line IT Support / Service Desk Analyst in London. I investigate through CLI diagnostics, log analysis, API testing, and configuration review before proposing solutions or escalating with full context.
At Aptech, I delivered first-line hardware, software, and network support, supported Azure, VMware, user onboarding, and device deployment, and created troubleshooting guides to reduce repeat escalations. I also built an enterprise Active Directory lab covering Windows Server, DNS, DHCP, Group Policy, security groups, OUs, and access-control policies.
I use ChatGPT, Claude, and Gemini to accelerate investigation, while validating outputs against official documentation before implementation. My First Class BSc in Information Technology and Business Information Systems complements certifications in Azure and Microsoft 365 fundamentals.
Experience
Work history, roles, and key accomplishments
Customer Agent Analyst
MGroup
Mar 2026 - Present (5 months)
Maintains 98%+ appointment accuracy through operational analysis and scheduling. Investigates escalated customer and operational issues, identifying root causes and resolutions.
Customer Support Agent
Konecta
Feb 2026 - Mar 2026 (1 month)
Resolved inbound customer inquiries using Salesforce CRM. Adapted rapidly to new systems and changing processes.
IT Support / Service Desk Analyst
London
May 2025 - Dec 2025 (7 months)
Resolved hardware, software, Microsoft 365, and networking incidents, investigating through CLI diagnostics, log analysis, and API testing before proposing solutions or escalating with full context. Diagnosed authentication and permissions issues across Active Directory and Azure AD, distinguishing misconfiguration from genuine defects to avoid unnecessary escalations.
IT Support Engineer (Intern)
Aptech
Mar 2022 - Aug 2023 (1 year 5 months)
Provided first-line hardware, software, and network support. Created troubleshooting guides that reduced repeat escalations. Supported Azure, VMware, user onboarding, and device deployment.
Education
Degrees, certifications, and relevant coursework
Middlesex University
Bachelor of Science, Information Technology and Business Information Systems
2023 - 2024
Grade: First Class Honours
BSc (Honours) in Information Technology and Business Information Systems with First Class Honours.
Aptech
Advanced Diploma, Software Engineering
2019 - 2022
Grade: Distinction
Advanced Diploma in Software Engineering with Distinction.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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