Garan Thomas

Garan Thomas

Senior Desktop Support Engineer

Welsh Flag

Professional Summary

As a seasoned IT professional with over 7 years of experience in desktop support and IT administration, I have honed my expertise in managing and optimizing technical support teams across diverse IT environments. I am highly skilled in SysAid, VMWare Horizon, and Microsoft architecture, with a proven track record in project management and IT infrastructure improvements.

Passionate about leveraging technology to enhance user experiences and productivity, I am committed to continuous learning and professional growth, holding certifications in ITIL and PowerShell scripting. I am fluent in Welsh and English.

In my spare time, I'm an avid photographer who enjoys capturing moments through the lens. I also tinker with my home server lab, because nothing says 'relaxation' like troubleshooting my own network meltdowns for fun.

Photography Portfolio

All my links!

Professional Experience

Senior Desktop Support Engineer

Simbec-Orion | Merthyr Tydfil, Wales, United Kingdom

Mar 2022 – Present

  • Manage and administer the support team, specializing in SysAid, Net2 access control, VMWare Horizon, Dell accounts, and TeamViewer.
  • Provide support to over 400+ end users, both remotely and on-site.
  • Manage and run major IT improvement projects to enhance security, efficiency and user adoption.
  • Manage payments for key contracts in IT
  • Provide enhanced second line support for problem tickets.
  • Research and implement new software solutions to enhance user experience and IT security.
  • Oversee virtual server management and create IT training content to enhance user proficiency.

Desktop Support Engineer

Simbec-Orion | Merthyr Tydfil, Wales, United Kingdom

Jan 2019 – Mar 2022

  • Managed and supported a service desk for 400+ staff, implementing SysAid service desk systems and leading projects such as Paxton Net2 access control.
  • Deployed and imaged laptops, handled IT procurement, and designed branded materials.
  • Gained proficiency in VMWare ESXI, VCenter, Veeam, Dell Data Protection, Microsoft Office 365, and Active Directory.

Service Desk Technical Analyst

CGI | Bridgend, Wales, United Kingdom

Aug 2017 – Jan 2019

  • Provided first-line technical support in an ITIL/ISO9001 accredited environment, adhering to SLAs.
  • Provided enhanced support to secure government clients/contracts.
  • Managed Active Directory, ticket management, Office 365 administration, and bespoke software support.

Education

Bachelor of Technology (BTech) in Information Technology

Coleg Y Cymoedd | 2015 – 2017

Grade: Merit

Studies:

  • Information Technology Systems
  • Database Management
  • Creating Systems to Manage Information
  • Programming
  • Data Modelling
  • Website Development
  • Mobile Apps Development
  • Computer Games Development
  • IT Project Management
  • Big Data and Business Analytics
  • Cyber Security and Incident Management
  • IT Technical Support and Management
  • Software Testing
  • IT Service Delivery
  • IoT (Internet of Things)
  • Cloud Storage and Collaboration Tools
  • Digital 2D and 3D Graphics
  • Digital Animation and Effects
  • Enterprise in IT
  • Busines Process Modelling Tools

Certifications

Projects Delivered

Skills

Windows Server Management Windows 10/11 Administration Active Directory Management Microsoft Office 365 Administration Microsoft AVD (Azure Virtual Desktop) Microsoft InTune Administration PowerShell Scripting and Automation VMWare Horizon VMWare vSphere Proxmox Virtualization Cisco Meraki Network Management Dell Server Management Druva Backup Solutions Veeam Backup and Replication CrowdStrike Endpoint Security Paxton Net2 Access Control SysAid Service Desk Management ITIL Framework Implementation Application Deployment and Management Orchestry Work Management CSV Data Handling and UAT Testing Computer System Validation PAT Testing and Compliance Kiosk Machine Management Zoom and Teams Management Docker Containerization AI Training and Management Web Design and Development Graphic Design and Branding

Languages