Richard Howard
@richardhoward
Technical Support Engineer focused on Microsoft, virtualization, and end-user systems support.
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, 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.
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
Interested in hiring Richard?
You can contact Richard and 90k+ other talented remote workers on Himalayas.
Message RichardGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
