Marc Hindley

Marc Daniel Hindley

Wigan, UK | 07393 907433 |

Professional Profile

Experienced IT Support and Infrastructure Technician with over 5 years of hands‑on experience supporting enterprise users, maintaining network infrastructure, and troubleshooting complex technical issues. Skilled in Microsoft 365, Azure, Active Directory, Windows Server, and endpoint management. Proven ability to manage incidents through their full lifecycle while maintaining strong customer communication and meeting SLA targets. Currently seeking to further develop within infrastructure and networking, with the goal of commencing Level 4 Network Engineering by 2026.

Key Skills

IT Support & Service Desk Operations

Microsoft 365, Azure AD, Intune, SharePoint

Active Directory (Users, Groups, GPOs)

Windows OS & Windows Server (2012–2022)

Incident, Problem & Change Management (ITIL)

Network Troubleshooting

Hardware Deployment & Support

Remote Support Tools (LogMeIn etc.)

Backup & Recovery (Veeam)

VOIP Systems Support

Customer Communication & Stakeholder Support

Professional Experience

IT Support Analyst — Amey

March 2024 – Present

Provide technical support for over 10,000 users across multiple business divisions.

Manage incidents, service requests, and security alerts through the ticketing system while ensuring SLA compliance.

Troubleshoot Microsoft 365 services including Azure, Intune, SharePoint, OneDrive and Azure AD.

Support server and endpoint software deployments using Microsoft Intune.

Investigate network outages, perform initial diagnostics on site hardware, and coordinate with network engineers for resolution.

Provide remote support using enterprise support tools and knowledge bases.

Manage Active Directory objects including users, groups, policies and organisational units.

Deliver clear technical guidance to users with varying levels of technical understanding.

ICT Support Technician — Cruise1st

June 2021 – March 2024

Sole IT support contact for the UK office supporting approximately 300 users.

Built and maintained both physical and virtual Windows Server environments.

Administered Microsoft 365 services including Azure AD, SharePoint and OneDrive.

Managed daily backup monitoring and restoration processes using Veeam and other cloud backup systems.

Diagnosed hardware, software and basic network faults through remote and on‑site troubleshooting.

Managed user onboarding including Active Directory accounts, Microsoft 365 accounts, VOIP setup and MFA.

Procured IT equipment and coordinated logistics for remote and office-based staff.

Maintained two VOIP systems including MiCollab and Genesis.

Junior ICT Technician — St Edmund Arrowsmith Catholic High School

December 2018 – June 2021

Provided face‑to‑face and remote technical support to staff and students.

Installed, configured and maintained hardware, operating systems and network devices.

Managed service requests and prioritised workloads to meet operational deadlines.

Supported Active Directory administration and Office 365 services.

Maintained Windows Server environments and Citrix systems.

Assisted with device deployments and network integration for mobile devices.

Level 3 Diploma in ICT Infrastructure — Baltic Apprenticeships (2018–2020)

Microsoft Technology Associate Certifications:

Cloud Fundamentals

Network Fundamentals

Mobility and Devices

Coding and Logic

Business Processes

Level 3 Diploma in ICT Practitioners — Wigan and Leigh College (Merit)

GCSEs (A–C) including English, Maths, Science and ICT — St Edmund Arrowsmith Catholic High School

Interests

Technology, computer hardware, and programming. I enjoy building and optimising computer systems and continuing to develop my knowledge of networking and infrastructure technologies.