Customer Service / Support
Gemma Gneza

Gemma Gneza

IT Support Engineer

Services provided: Database Administration , Data Integration Engineers , Digital Brand Consultants , Marin Software , Software Consultants , Networking, Hardware & System Admin , Programming & Software , AI Engineers , Database Clustering Consultants , AIX , Information Architecture Experts , AI Designers , Google Analytics , Google Analytics Consultants , Image Processing Software , Technical Support / Help Desk (Hardware / Software) , Salesforce Marketing Cloud

Islington, Greater London
£15 / hour
Approximate rate


About Gemma Gneza:

a multi-faceted creative with a passion for product design, remote work, and coding. With a background in product design and a love for technology, I am constantly pushing the boundaries of what is possible. My experiences as a remote worker have allowed me to hone my skills in communication and adaptability, making me a valuable asset to any team.

Since joining the IT industry in May 2022, I've achieved far more than I ever expected. I've undertaken projects dealing with JML processes, automation and provided first and second line support for a variety of customers using Windows 10/11 and Mac devices, while receiving excellent feedback in the process. I have a keen ability to absorb and process information, making me highly adaptable and efficient. I also have a strong educational and work background, where I've excelled in every role I've undertaken.  

During my experience working on behalf of Microsoft Gold Certified MSPs, I've worked with both on-premises and cloud infrastructures, utilising Azure, Endpoint and the M365 admin centres in order to tackle and resolve day to day issues, all in line with strict SLAs and ticket resolution targets. I also have experience working with PowerShell, SailPoint, VMware, Citrix, 3CX, AWS, on-prem AD, Exchange on-prem and Cortex telephony systems. 



•  Remote assistance 
•  Updating service documentation
•  Atera and Dynamics ticketing systems
•  SailPoint IdentityNow admin
•  Monitoring and communicating planned outages
•  Liaising with 3rd parties and adhering to SLAs
•  Application support
•  Management
•  Creating staff rotas and training new starters

•  AWS
•  VMware
•  Experience working with Windows XP, Vista, 7, 10, Mac and Android 
•  Microsoft Admin Centres 
•  Microsoft Endpoint 
•  Project work, raising and representing change requests
•  Active Directory and AAD
•  PowerShell, Exchange on-premises and Exchange Management Shell


Information Technology - University of Johannesburg - Master Degree - 2015.
Mathematics: A level - 2010.
English: A level - 2010.
Psychology: A level - 2008

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