Frank by name.
Frank by nature.
Physics graduate and former teacher, heading into IT support. I've been fixing PCs since the dial-up days, handled triage, complaints and escalations to SLA at Capita and FEXCO, and now run my own Linux home lab.
Looking for: 1st line support, service desk analyst or IT support technician.
Hello
my name is
Frank
Core skills
- IT support
- Service desk
- 1st line support
- Ticketing
- SLAs
- Incident management
- Customer service
- Windows 11
- Microsoft 365
- Active Directory and Entra ID
- Hardware repair
- Networking
- Home lab
- CompTIA A+ in progress
The honest version
I haven't had "IT" in my job title yet, so here's what I have done.
Six years on Audi's technical help desk, through Capita. I logged every case, worked to SLAs and resolved what I could at first line. Where I couldn't, I wrote up detailed notes so a senior technician could pick it up fast. I also shared what I learned with first line colleagues, so more got fixed first time and fewer went to second line.
Then supply teaching, which sharpened how I explain technical things to people with no background in them, and customer-facing retail before that, which taught me to stay calm and helpful under pressure.
Outside work, I've been building, repairing and maintaining my own kit for years: PCs, laptops, phones and a home lab I run and troubleshoot end to end. So this isn't a career change out of nowhere. It's me getting paid for the thing I already love.
What I can actually do
Service desk
- Ticketing and SLAs
- Six years logging, prioritising and updating cases against service levels.
- Incident and request handling
- Working knowledge of ITIL practice: log it, triage it, fix or escalate it, close it properly.
- Escalation done well
- Clear handoff notes when a fix is beyond first line, and lessons shared so fewer issues got there.
- Explaining tech in plain English
- Classrooms and phone lines both taught me to explain technical things to non-technical people.
Desktop and user support
- Windows 11
- Setup, updates, drivers, user profiles and everyday troubleshooting.
- Microsoft 365
- Outlook, Teams and OneDrive as a daily user, set up and tested in my home lab.
- Active Directory and Entra ID
- User and group basics, password resets and account unlocks, built and practised in my home lab and through A+.
- Hardware repair
- Diagnose and repair laptops and desktops, replace screens and components. Built my own gaming PC.
Infrastructure and cloud
- Home lab
- Docker, virtual machines and networking, comfortable on the command line.
- Networking
- IP addressing, DNS, firewall rules and diagnosing connectivity.
- Cloud
- Deployed my own resources in the cloud and get why support is moving to remote compute.
- Certification
- CompTIA A+ in progress.
Hiring for a service desk role? Let's talk.
Email Frank