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Stakeford
Karl Stephens

Karl Stephens

It Support Engineer

Technology / Internet

Stakeford, North Bedlington, Northumberland

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About Karl Stephens:

As an IT Service Technician, I provide technical support and guidance to the staff and clients of a leading off-site and manufacturing organisation. I have over four years of experience in IT, having started as an IT Apprentice at a different company, where I obtained my ITIL Foundation Level and Microsoft Technology Associate: Networking Fundamentals certifications. I also recently earned my Microsoft Certified: Azure Fundamentals certification, demonstrating my knowledge and skills in cloud computing. I enjoy working with a diverse and collaborative team of IT professionals, who share a passion for delivering innovative and reliable solutions that enhance the performance and productivity of the business. I am always eager to learn new technologies and best practices, and to apply my problem-solving and communication skills to resolve any IT issues that may arise. My goal is to continue to develop my IT expertise and to contribute to the success and growth of organisations.

Experience

• Delivered first-line, second-line, and global remote support. 

• Administered systems (AD DS, Entra ID, Intune, Exchange, SharePoint).

• Network support and technical troubleshooting. 

• Managed incidents, requests, and problems within ITIL frameworks. 

• Managed provisioning, deployment, maintenance, upgrades, and inventory of IT assets (laptops, desktops, printers, mobile devices, and telephony). 

• Coordinated communication, collaboration, and escalation with internal teams and third-party vendors. 

• Supporting and upskilling first-line support members. 

• Created and maintained technical documentation. 

• Oversaw end-user onboarding and offboarding processes. 

• Adapted to high-demand situations to meet business needs effectively. 

• Conducted internal policy compliance checks. 

• Waste Electrical and Electronic Equipment (WEEE) disposal. 

• Supported IT projects and business technology initiatives.

Education

• SC-900 Microsoft Security, Compliance, and Identity Fundamentals Jan 2024 

• MS-900 Microsoft Fundamentals Aug 2023 

• IfATE: Infrastructure Technician Level 3 Aug 2022 

• MTA: Networking Fundamentals Jul 2021 

• AZ-900 Microsoft Azure Fundamentals Jun 2021 

• ITIL 4 - Foundation Certificate in IT Service Management Dec 2020

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