Open to opportunities

Shannon Green

@shannongreen

Message

First-line IT technician delivering fast hardware, software and user-focused technical support.

United Kingdom

Message

What I'm looking for

I seek an IT support role where I can expand cloud and cybersecurity skills, provide hands-on technical support, and grow within a collaborative, learning-focused team.

I am a dynamic first-line IT technician with a strong focus on problem solving and exceptional customer support. I quickly diagnose and resolve hardware, software and network issues to minimize downtime and keep systems running smoothly.

Currently an IT Technician Apprentice at United Learning Trust, I handle first-line support across phone, email, chat and ticketing systems, manage Active Directory accounts, support Office 365, and escalate complex issues to L2/L3 when needed. I also assist with onboarding/offboarding, device setup, and vendor liaison.

I am developing cloud and cybersecurity expertise through a Level 3 Information Communications Technician qualification with an Azure cloud support specialist pathway, and I am working toward CompTIA+ cybersecurity certifications to broaden my technical capabilities.

Practical projects include building and configuring a personal/home network, supporting school IT systems, and creating troubleshooting guides. I bring strong communication, documentation discipline, scripting familiarity (PowerShell, Bash), and a customer-focused, adaptable approach.

Experience

Work history, roles, and key accomplishments

Current

IT Technician Apprentice

Current

United Learning Trust

Sep 2024 - Present (1 year 4 months)

Provides first-line IT support across hardware, software and network issues, managing Active Directory and Office 365 tasks while maintaining high customer satisfaction and escalating complex incidents to L2/L3.

Active Directory Office 365 Intune Jamf Network Fundamentals Freshservice PowerShell

Education

Degrees, certifications, and relevant coursework

Unknown (Level 3 Information Communications Technician)

Level 3 Information Communications Technician, Information Communications Technology

Grade: Predicted: Distinction

Activities and societies: Built and configured a personal/home network; assisted in school IT systems setup and maintenance; created troubleshooting guides for common computer issues.

Currently undertaking a Level 3 Information Communications Technician qualification with an Azure cloud support specialism, predicted grade Distinction.