Richard Howard
@richard-l-howard
Open to Work • Product Support • Customer Service • Administration • Operations • 5 Years’ Experience
United KingdomWhat I'm looking for
I’m an experienced technical professional with over five years in IT roles, including three years as a Technical Support Engineer and two years as a Product Technical Engineer at ACI Learning’s Practice Labs. I’ve built a versatile skill set with a particular focus on Microsoft operating systems, virtualisation, and end-user support.
Previously, I supported VM-based product environments by building virtual machines for catalogue title releases, creating domain controllers, and migrating VMs between production and staging. I also handled third-line support for VM issues, used Jira to raise and track tickets, and performed system changes on Windows and Linux VMs hosted on Microsoft Hyper-V—using PowerShell scripting to modify settings and pfSense for firewall/router rule management.
Experience
Work history, roles, and key accomplishments
Built and maintained virtual environments for new catalogue releases and partner requests, including Windows Server domain controllers and Linux/Windows VM setups. Delivered third-line VM support and performed Hyper-V system changes using PowerShell, VLAN/IP assignment, and pfSense firewall rule management.
Technical Support Engineer
ACI Learning - Practice Labs
Jun 2019 - Jun 2022 (3 years)
Handled customer queries and resolved product issues via telephone and email using an online ticketing system, including out-of-hours support for high-priority escalations. Managed Microsoft 365 user accounts and performed lab device changes using Hyper-V virtual machines across Windows and Linux environments.
Education
Degrees, certifications, and relevant coursework
MidKent College
BTEC Level 3 Extended Diploma in IT, Information Technology
2015 - 2017
Grade: Triple Distinction
Activities and societies: 18 different modules, can be provided upon request
Completed a BTEC Level 3 Extended Diploma in IT, achieving Triple Distinction overall.
Brompton Academy
GCSE, General Education
2009 - 2015
Grade: English and maths: C
Activities and societies: -
Achieved 9 GCSE qualifications, including English and maths at a C grade.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
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