Mike Buckingham
@mikebuckingham
Infrastructure Engineer focused on 3rd-line support, networking, and Azure/VMware—leading teams to deliver reliable service.
United KingdomWhat I'm looking for
I’m an Infrastructure Engineer who thrives on being a hands-on escalation point for service desk and infrastructure tickets. In my current role, I manage and configure HPE switches using PuTTY, support SDWAN through patching/tracing/monitoring, and help advise on SharePoint and Azure best practices—including through site visits. I’ve also trained on VMware 8.0 and vCenter to strengthen my ability to deliver desktop and infrastructure support end to end.
Across my earlier roles, I’ve combined technical support with leadership and process improvement—moving from 2nd-line escalation work to leading helpdesk and service desk teams. I led and managed teams (including a team of 3 and later a team of 8), implemented a Skills Matrix for structured training, and drove consistent improvements reflected in KPI and stats performance. I bring deep experience in Office 365/Azure, email security, anti-virus and backup solutions, Hosted Exchange, and ticket handling via ServiceNow, while backing it with certifications such as Acronis ACE, MS-900, AZ-900, AZ-104, SC-900, and SDI Service Desk Analyst, plus additional security training.
Experience
Work history, roles, and key accomplishments
Infrastructure Engineer
Groupe Atlantic / Ideal Heating
Nov 2025 - Present (7 months)
Served as the 3rd-line escalation point for Service Desk and infrastructure tickets, managing and configuring HPE switches. Conducted SD-WAN patching, tracing, and monitoring, and advised on SharePoint and Azure best practices.
Desktop Support Technician
Premier Modular Buildings UK Ltd
Mar 2025 - Aug 2025 (5 months)
Worked as a 2nd-line escalation point for Service Desk issues, resolving hardware and software incidents. Supported laptop imaging and decommissioning and advised on laptop refreshing for Cyber Essentials Plus and warranty expiries.
Helpdesk Manager
Think Cloud
Nov 2024 - Mar 2025 (4 months)
Led and managed a team of 3 helpdesk technicians, handling client support issues and escalation management. Implemented a skills matrix and developed training aligned with the EOS Traction Library and Helpdesk Habits.
Service Desk Team Leader
Giacom World Networks
Feb 2022 - Nov 2024 (2 years 9 months)
Helped train and upskill Service Desk analysts and liaised with vendor support, including quarterly support meetings. Led a team of 8 agents, driving strong KPI and stats performance, and completed AZ-104 and SC-900.
Senior Service Desk Analyst
Giacom World Networks
Dec 2018 - Feb 2022 (3 years 2 months)
Provided technical support for resellers and businesses across the UK via phone, email, LiveChat, and ServiceNow ticketing. Managed incidents across Office 365, Azure, email security, antivirus and backup products, including Hosted Exchange, while earning Acronis ACE and MS-900/AZ-900 certifications.
Education
Degrees, certifications, and relevant coursework
South Hunsley School and Sixth Form College
A-Level, German, History, Chemistry
2010 - 2012
Completed A-Levels at South Hunsley School and Sixth Form College, studying German, History, and Chemistry.
South Hunsley School and Sixth Form College
GCSE, General Education
2005 - 2010
Grade: 9 GCSEs (B–C incl. English Lit B, English Lang C, Maths B)
Completed GCSEs at South Hunsley School and Sixth Form College, achieving 9 GCSEs graded B–C, including English Literature (B), English Language (C), and Maths (B).
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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