Open to opportunities

Cyrus Wolf

@cyruswolf

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IT Support & Systems leader delivering remote L1–L3 support, M365/AD administration, and reliable infrastructure.

United Kingdom

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What I'm looking for

I’m looking for a fully remote role where I lead IT support teams, own escalations and incident management, and keep critical systems monitored using M365/AD and ITSM—improving reliability and reducing recurring incidents.

I’m a results-driven IT professional with 10+ years delivering remote and on-site technical support, systems administration, and team leadership across enterprise environments. I’m trusted to manage escalations, support distributed users, and maintain critical infrastructure with minimal supervision.

In my current role as an IT Team Leader (Remote IT Support & Systems), I lead shift-based IT support, coordinate workflow, and act as the primary escalation point for high-impact incidents. I monitor server availability, perform software updates, troubleshoot infrastructure issues, and keep uptime on track through clear communication and structured handovers.

I also bring strong application-support and data skills: I’ve configured and onboarded client environments, monitored EDI/interface flows, and used Oracle SQL and SQL Server Reporting Services to produce KPI and operational insights. I train internal and external users, write documentation and knowledge base articles, and drive continuous improvement by reducing recurring incidents through structured knowledge transfer.

Experience

Work history, roles, and key accomplishments

Current

IT Team Leader

Current

SSI Schaefer

Sep 2023 - Present (2 years 8 months)

Led a shift-based IT support team, coordinating workflows across 12-hour shifts and acting as the primary escalation point for high-impact incidents. Monitored server availability, managed ITSM ticket resolution trends, and trained users to reduce recurring incidents.

Escalation Management Microsoft 365 Administration Active Directory

Application Support Engineer

GXO Logistics

Feb 2021 - Sep 2023 (2 years 7 months)

Configured and onboarded new client environments, managing requirements gathering, testing, and go-live deployment. Monitored EDI/interface message flows to proactively identify and resolve failures, and delivered SQL-based KPI and inventory reporting with training support.

Application Support SQL KPIs Documentation

Application Support Specialist

XPO Logistics

Jan 2021 - Feb 2021 (1 month)

Supported the GXO role during the internal restructure period, covering requirements gathering, testing, and go-live activities. Monitored EDI message flows and produced reporting support for operations and management teams.

Application Support Requirements Gathering Go Live Support SQL Reporting

Application Support Specialist

Kuehne + Nagel

Jun 2018 - Jan 2021 (2 years 7 months)

Delivered application support and configuration across a large logistics operation, managing client-specific requirements. Monitored system interfaces, resolved integration issues across multiple client accounts, and produced SQL-based reports to support IT and performance improvements.

Application Support Interface Monitoring SQL Reporting System Analysis Performance Improvement

T&A Application Team Lead

Kuehne + Nagel

Feb 2016 - Jun 2018 (2 years 4 months)

Led a team of three specialists, allocating tasks, reviewing output, and supporting professional development. Managed database configuration and client-facing support for the Time & Attendance platform, building reports with SQL Server Reporting Services and automating repetitive work with Microsoft tools.

Team Leadership Time Attendance Configuration Report Automation Client Facing

IT Support Technician

TeamEnergy

Jan 2014 - Dec 2016 (2 years 11 months)

Provided daily IT support to 85+ users covering hardware, software, networking, and account administration. Managed Microsoft 365 administration, tracked and resolved issues in Zendesk, and delivered new system/software training.

Microsoft 365 Administration Account Management Zendesk Networking Remote Assistance User Training

Dell Field Service Engineer

Echo Ltd

Aug 2014 - Nov 2014 (3 months)

Performed 8–13 Dell hardware repairs daily, installing operating systems and updating drivers while resolving on-site faults. Delivered high first-time fix rates across Alienware, XPS, Vostro, and Venue product lines.

Alienware Support XPS Vostro Venue Repair First Time Fix Optimization

RCC Scheduler / Dell NBD

Echo Ltd

May 2013 - Aug 2014 (1 year 3 months)

Scheduled and dispatched 13–25 engineers across UK regions to handle 70–100 daily repair jobs. Coordinated secure site access and trained new team members on scheduling compliance requirements.

Engineer Dispatch Scheduling Dell NBD Scheduler Scheduling Secure Site Coordination Compliance Training UK Region Coordination

Education

Degrees, certifications, and relevant coursework

Milton Keynes College

BTEC National Diploma (Level 3), IT Practitioners (IT & Business)

2009 - 2011

Grade: Triple Distinction (AAA* equivalent, 360 UCAS)

Completed a BTEC National Diploma in IT Practitioners (IT & Business) Level 3 at Milton Keynes College, achieving a Triple Distinction (AAA* equivalent).