Clive Toniato
@clivetoniato
Customer-focused IT support specialist delivering timely technical solutions and service improvements.
United KingdomWhat I'm looking for
I am an IT support specialist with hands-on experience in service desk, technical support engineering, CCaaS and VOIP platforms across enterprise environments. I consistently provide high-quality technical support, prepare hardware and Azure Virtual Desktop environments, and maintain Active Directory records for staff.
My background includes investigating and resolving platform faults, escalating critical incidents, performing user acceptance testing, and analysing helpdesk trends to drive recurring problem resolution. I have led projects that reduced invalid incoming calls by 30%, contributed to problem and change management, and prepared devices from box to production following roll-out procedures.
I work well under SLA-driven frameworks, communicate clearly with stakeholders, and enjoy collaborating with teams to deliver improvements in support processes, documentation, and customer experience.
Experience
Work history, roles, and key accomplishments
Service Desk Support Technician
Fletchers
Apr 2024 - Present (1 year 7 months)
Provide first- and second-line support including incident triage to meet SLAs, maintain Active Directory and provision AVD/PCs/laptops/phones, and support relocations, leavers and starters to ensure uninterrupted operations.
Customer Service Advisor
J Parkers
Feb 2024 - May 2024 (3 months)
Processed orders across multiple channels and handled customer queries to maintain service levels during a temporary assignment.
CCaaS Support Specialist
Babble
Dec 2022 - Oct 2023 (10 months)
Supported CCaaS platform users, resolved VoIP and endpoint issues, escalated platform faults to 3rd line/operations, and delivered product training and migration support for client projects.
Technical Support Engineer
Dematic
Jul 2022 - Dec 2022 (5 months)
Logged and investigated incidents to resolution, proactively monitored customer sites, provisioned AVD/PCs/laptops/phones and maintained Active Directory to minimise operational impact.
VM2 Line Faults Advisor
Virgin Media
Apr 2018 - Jul 2022 (4 years 3 months)
Managed 2nd-line fault investigations for broadband, TV, phone and mobile services, handled escalations and complaints, and contributed as a test analyst improving system releases and reducing invalid calls by 30%.
Broadband/Mobile Service Advisor
Virgin Media
Jun 2016 - Apr 2018 (1 year 10 months)
Handled customer enquiries and complaints for broadband, TV, phone and mobile services, provided technical guidance and sold package upgrades to meet sales KPIs.
Education
Degrees, certifications, and relevant coursework
MUManchester Metropolitan University
Bachelor of Science (Honours), Computer Science
2014 - 2018
Grade: 2:1
Completed a BSc (Hons) in Computer Science with a 2:1, covering programming, networks, algorithms, AI, web development and a final year project.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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