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Richard Howard

@richardhoward

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Technical Support Engineer focused on Microsoft, virtualization, and end-user systems support.

United Kingdom

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What I'm looking for

I’m looking to build on my Microsoft, virtualization, and end-user support foundation by expanding into broader system environments. I want roles where I can own troubleshooting, documentation, and SLA-focused support while working closely with stakeholders and teams.

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, virtualization, 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

IT Support Technician

Confidential Employer

Apr 2024 - May 2026 (2 years 1 month)

Provided end-user support in line with strict confidentiality and security protocols, resolving desktop, application, and account-related issues. Documented incidents and solutions to improve efficiency and reduce repeat issues.

end user support Incident Management Application Support Technical Documentation Confidentiality

Product Technical Engineer

ACI Learning - Practice Labs

Jun 2022 - Mar 2024 (1 year 9 months)

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.

Hyper V Windows Server Active Directory Powershell Scripting VLAN Linux PFsense

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.

Microsoft Office 365 Active Directory Group Policy Hyper V Linux Technical Troubleshooting