Open to opportunities

Christopher Oli

@christopheroli

Message

I’m a 2nd Line Support Analyst delivering SLA-focused desktop and cloud support.

United Kingdom

Message

What I'm looking for

I’m looking to leverage my extensive technical skills in a dynamic IT environment to drive operational efficiency and enhance user experience, with a clear focus on SLA-driven support and reliable desktop and cloud service delivery.

I’m a 2nd Line Support Analyst with a long track record of resolving complex technical issues while keeping end users productive and services reliable. I’ve supported desktop and mobile environments across multiple operating systems, including Windows 7, 10, 11 and Mac OS, with a strong emphasis on meeting SLA requirements.

I bring hands-on expertise in SCCM configuration, administration and servicing, plus Azure AD administration (including account administration and Multi-factor Authentication for remote users). In my roles, I’ve owned incident handling and end-to-day BAU support, covering application installation, software troubleshooting, patch management, performance monitoring, and diagnostic work to drive timely resolutions.

Beyond ticket resolution, I’m proactive about user enablement and operational control—delivering end-user training, updating tickets in ServiceNow, encrypting laptops with Bitlocker, and contributing to knowledge transfer. I also have experience with mobile device management (SOTI, Azure Autopilot, Knox Manage, AirWatch MDM) and enterprise monitoring, so I can support secure, well-governed environments from imaging and deployment through ongoing maintenance.

Experience

Work history, roles, and key accomplishments

2nd Line Support Analyst

CDW

Jun 2023 - Oct 2023 (4 months)

Provided 2nd line desktop support, resolving complex end-user issues while meeting agreed SLA requirements. Administered and supported SCCM image/build updates, patch management, and application installations, including BitLocker laptop encryption.

SCCM Bitlocker Windows 10 Builds Patch Management ServiceNow Active Directory Remote Desktop Support Hardware Maintenance Application Deployment

2nd Line Support Analyst

Elysium Healthcare

Aug 2022 - Nov 2022 (3 months)

Delivered professional 2nd line technical support via remote and desk-side troubleshooting, ensuring SLA compliance. Administered Azure AD and Office 365, configured multi-factor authentication for remote users, and supported VPN, hardware, and application installation requests.

Azure AD Multi Factor Authentication Installation Remote Support ITIL ServiceNow

2nd Line Support Analyst

Travelodge Ltd

Sep 2019 - Feb 2022 (2 years 5 months)

Managed end-user desktop incidents and service requests through resolution using ServiceNow while supporting SLA and IT service management processes. Supported Windows 7/10 environments, maintained Active Directory accounts, and administered mobile device management using SOTI, Azure Autopilot, and Knox Manage.

ServiceNow Incident Management Desktop Support Windows 10 SOTI Mobile Management Knox Manage Patch Management Printer Support

2nd/3rd Line Support Analyst

Lumesse Ltd

Aug 2018 - Mar 2019 (7 months)

Provided 2nd/3rd line support (onsite and remote), including VIP troubleshooting and account support. Administered Active Directory and Exchange, deployed and monitored software and images with SCCM, and supported Office 365/Azure AD services alongside MFA administration (Okta/Duo).

SCCM Active Directory Exchange Administration Office 365 Azure AD Hyper V PowerShell

2nd/3rd Line Support Analyst

Renewable Energy Systems

Aug 2017 - Jan 2018 (5 months)

Built, deployed, and supported Windows PCs and associated infrastructure, managing user accounts and device policies via Active Directory Group Policy. Deployed applications and operating system images using SCCM, administered AirWatch MDM for iOS/Android, and supported monitoring and security workflows using SolarWinds and Symantec Cloud Console.

SCCM Group Policy Exchange Administration Airwatch Solarwinds Symantec Cloud Console Audio Visual Support (Polycom Skype)

2nd Line Support Analyst

Enfield Town Council

Apr 2017 - Jun 2017 (2 months)

Troubleshot hardware and user issues across PCs, laptops, mobiles, and Macs, working both remotely and onsite as part of a multi-disciplinary team. Delivered Windows 10 upgrade and supported incident/problem handling, device/print management, and Active Directory/SCCM/VDI setup tasks.

hardware troubleshooting Windows 10 Upgrade Rollout Active Directory SCCM VDI Device Management Incident Management Mobile Device Support

2nd Line Support Analyst

Fujifilm UK

Jun 2015 - Oct 2016 (1 year 4 months)

Provided VIP and end-user support across networked Windows and MacBook environments, including server support. Administered Active Directory and user access, supported Citrix XenApp/NetScaler VPN, managed authentication tooling (RSA SecurID), ran McAfee ePolicy Orchestrator tasks, and handled AirWatch mobile device management.

Active Directory Administration Citrix Citrix NetScaler RSA SecurID Lotus Notes Domino & Google Apps Migration McAfee EPolicy Orchestrator Airwatch Printer Support

2nd Line Support Analyst

Three Rivers District Council & Watford Borough Council

Mar 2014 - May 2015 (1 year 2 months)

Supported Microsoft Windows Server 2003/XP and Windows 7 systems, responding to calls logged in ServiceNow and managing user accounts end-to-end in Active Directory. Administered Exchange accounts and email filtering, maintained backups, troubleshot remote access, and resolved desktop/printer issues including imaging and device configuration.

ServiceNow Active Directory Exchange Administration (2003 2007)Juniper Firewall Basics Backup Exec Brightstore