IT Technician | 2026 - Present

Promoted from IT Apprentice to IT Technician following successful completion of the apprenticeship programme and retained as a permanent member of the newly restructured End User and Cloud Services Team, providing technical support and administration across a large-scale educational environment consisting of over 1,500 Windows devices and 500+ Apple devices, supporting more than 500 staff and 2,000 students.

• Delivering first and second-line technical support for hardware, software, network, and account-related issues
• Managing Apple devices through Jamf Pro, including Smart Groups, policy deployment, software distribution
• Supporting annual classroom Mac refresh and deployments
• Maintaining accurate asset records across 2,000+ devices using Snipe-IT
• Administering Active Directory accounts, permissions, and access controls
• Deploying applications and updates using ZENworks and Jamf Pro
• Contributing to the management and maintenance of Apple infrastructure, including the macOS caching server and Self Service application deployment
• Supporting service improvement initiatives and knowledge sharing across the IT team
• Maintaining technical documentation for a end-user knowledge base

IT Apprentice | 2025 - 2026

Provide first-line and on-site IT support within the Computer Services team, supporting a multi-platform educational environment of over 1,500 Windows devices and 500+ Apple devices. Supported over 500 staff and 2,000 students through face-to-face, telephone, and email-based assistance, resolving hardware, software, and account-related issues in a fast-paced service desk environment.

• Administering user accounts within Active Directory, including password resets, account provisioning, and access management
• Maintaining asset records across 2,000+ devices using Snipe-IT
• Deploying and managing software across Windows and macOS devices using ZENworks and Jamf Pro
• Supporting Apple device management through Jamf Pro, including Smart Groups, policy deployment, and update management
• Assisting with device imaging, deployment, and classroom preparation
• Supporting endpoint security through structured troubleshooting and maintenance procedures
• Delivering technical support via face-to-face, telephone, and remote assistance

Repair and Support Bar Colleague | 2025 - Present

Provide first-line technical support within the Repair & Support Bar, diagnosing hardware and software issues, supporting device setup and managing repair and service processes across a range of consumer technology.

• Diagnose hardware and software faults and determine appropriate troubleshooting, repair or return pathways
• Book devices for repair and manage ongoing repair and service cases
• Configure and prepare newly purchased devices through the Walk Out Working service
• Explain technical issues and solutions clearly to customers with varying levels of technical knowledge
• Support store operations during busy trading periods while maintaining customer service and technical support standards
• Provide specialist support for Apple products, assisting with more complex Apple-related queries within the store

In addition, I support the store management team by:

• Undertake Store Floor Leader (SFL) responsibilities when required, coordinating colleague coverage, breaks and customer engagement across the sales floor
• Processing returns and refunds, reconcile returned stock and investigate missing returned stock
• Trusted with additional operational and approval responsibilities to support the store management team

Sales Colleague | 2024 - 2025

Delivered customer-focused sales support across a wide range of technology products, identifying customer needs and recommending tailored solutions. Responsibilities included:

• Advising customers on product suitability based on usage requirements and budget
• Supporting store operations and contributing to sales target
• Maintaining product knowledge across consumer electronics and computing
• Assisting with merchandising and stock management to support commercial performance

Youth Assembly | 2021 - Present

Pembrokeshire Youth Assembly is a committee of young people aged 11-25, operating within the Pembrokeshire Children's and Young People's Rights Office (CYPRO). It is a county-wide youth forum that consists of two representatives from each school, special interest group and youth forum in Pembrokeshire. The group meet once a month to come together to discuss issues and topics that affect young people in Pembrokeshire.

Youth Bank | 2018 - Present

Pembrokeshire Youth Bank is a committee of young people aged 14-25, operating within the Pembrokeshire Children's and Young People's Rights Office (CYPRO). They review grant applications from young people leading community projects, empowering them to make a positive impact on their local area. Our panel meets monthly to assess applications, visit funded projects, and build relationships within the Pembrokeshire community. Projects led by young people for young people can receive up to £1,000 in funding, fostering youth involvement in decision-making and community participation. We also collaborate with other C.Y.P.R.O committee's and panels to achieve goals and support projects.