Tom Hamilton

Welcome to shouldihiretom.com, a website I created to document various stuff about me, and things that I might've found interesting. My name is Tom Hamilton, I studied Internet Computing & Systems Administration at Aberystwyth University and work as a Service Desk Engineer, for Ogi, Wales’s leading alternative network provider. I'm currently interested in learning about Networking & Cloud solutions, with the aim to achieve the CCNA and other certifications in the near future. To contact me, please visit my LinkedIn, or email me via the buttons found below.

I have gained valuable experience working within managed service environments specialising in Cloud Services, ICT infrastructure and customer-facing support. I have a strong proficiency in Microsoft 365, virtualisation and networking. Throughout my current employment, I have been recognised for delivering high-quality service independently and collaboratively whilst relaying clear and concise communication with non-technical users.

Experience

Service Desk Engineer

Ogi Networks Ltd.

My main responsibility is to support various businesses in the delivery and development of various Microsoft products and the Azure environment to a high quality that enable Ogi to meet its business objectives and the needs of internal and external stakeholders. My responsibilities include, but are not exclusive of;

  • Managing and maintaining a high-performing Service Desk, acting as the primary engineer recently, following the departure of a co-worker
  • Provide fast resolutions for incidents and service requests across Microsoft 365, networking, VoIP and other cloud services.
  • Troubleshoot and resolve issues relating to Office 365, Windows Server, desktop systems, and connectivity.
  • Perform detailed triage, escalation, and resolutions in line with set SLAs.
  • Support business-to-business clients with network infrastructure & various cloud services.
  • Liaise with suppliers and third parties, including cloud service providers & other ISPs, ensuring efficient resolution of any escalations.
  • Carry out project work, change management, and on-site installations where required.
  • Maintain a high level of customer satisfaction through proactive communication and technical expertise.
  • Monitor and verify daily system backups to ensure data integrity and availability.
  • Performing regular security & system updates for different businesses.
  • Ensuring that cybersecurity measures are robust and kept up to date by regularly checking and managing network IP addresses via NSSC to prevent abuse or misuse, maintaining system security and compliance.

    • June 2023 - Present

    ICT Technician

    Barcud Housing Association

    I enjoyed my time at Barcud and learnt many valuable, transferable key skills that have enabled me to furhter my career and progress to a role at Ogi. These skills stem from the resposibilities I held, which include, but are not limited to;

  • Troubleshooting and resolving hardware, software, and network issues.
  • Providing advice, training and support in the use of IT systems both remotely, and on site.
  • Communicating technical issues clearly to non-technical audiences.
  • Maintaining cybersecurity standards and system updates.
  • Acting as first point of contact for ICT queries from staff, tenants, and partner organisations.
  • Creating and configuring virtual machines; managing Active Directory and Exchange accounts.
  • Supporting both in-house and third-party applications.
  • Diagnosing, fixing, configuring and distributing various hardware from a range of vendors

    • October 2019 - June 2023

    Machine Operator

    Brighter Foods

    My responsibilities included assembling and adjusting machine settings so that tasks can be completed efficiently and to a high standard. It was my responsibility to set-up, operate, monitor and troubleshoot problems that machines may experience. Alongside this, I carried out preventive maintenance to reduce downtime. Most of my time was spent trying to find the ideal configuration to ensure maximum efficiency

    May 2019 - October 2019

    Stock Controller

    Tesco

    Whilst working at Tesco I had taken on many different roles, gaining valuable transferable skills. As a stock controller I had to be extremely accurate in my work, no matter how busy the store was, whilst also helping other departments if they needed it. Before leaving in 2019, I had skills in all areas of a store having previously worked as a personal shopper, through to a Stock Controller, whilst picking up overtime in many other departments. Day to day tasks also included assisting customers, handling money on check-outs and stocking several departments including grocery, produce and dairy

    October 2016 - May 2019

    Education

    Aberystwyth University

  • BSc Internet Computing and Network System Administration - 2/1
    • 2015-2019

    Bridgend College

  • BTEC Level 3 Extended Diploma in IT - D*DD
  • Level 3 EDCL Advanced - Pass
    • 2013 - 2015

    Porthcawl Comprehensive

  • A Level ICT - B
  • Diploma in Digital Applications - Pass
  • GCSE Additional Science - B
  • GCSE Technical Drama - B
  • GCSE English Language - B
  • GCSE Religious Studies - B
  • GCSE Mathematics - B
  • GCSE English Literature - C
  • GCSE Geography - C
  • GCSE Science - C
    • 2012 - 2013

    Skills

  • Experienced in first-contact resolution, ticket triage, and SLA management within MSP environment.
  • Microsoft 365 & Azure - Administration, troubleshooting, and user support for O365 and other cloud-based services.
  • Server & Network Management- Skilled with Windows Server, Active Directory, Group Policy, Cisco Meraki, Exchange Admin Center and a range of network troubleshooting tools.
  • Virtualisation & Backup - VMware vSphere deployment and management, Veeam for replication and restoration.
  • Customer Communication - Strong interpersonal skills - adept at explaining complex issues to non-technical users.
  • Cybersecurity Awareness - Maintaining high security standards across various systems.
  • Time Management - Ability to manage workloads and priorities effectively, even when working independently.
  • Experience with tools and features within Windows Server; Active Directory, Server Manager, Group Policy, Exchange Admin Center, RDS etc.
  • Experience with miscellaneous applications such as Kaspersky, Papercut, Fresh Service.
  • Managing and provisioning network equipment & MDM through Cisco Meraki.

    • Interests

    Computing is not limited to my employment; in my spare time I often assist friends and family with any technology queries and questions they may have, ranging from software questions to full desktop deployments and builds. I also enjoy making and editing websites.

    A project that I hope to start soon is called a "Magic Mirror". A Magic Mirror is an interactive mirror that can display things like the time, date, calendar and weather etc. The display will be made from an old laptop LCD and powered by a Raspberry Pi. I'll then place a transparent screen over the device, in a mirror frame, making it appear to just be a mirror. As well as displaying things like the time and date, I will also have it interact with my FreeStyle Libre, a device that monitors my blood sugar, and have this displayed on the screen at all times too.

    Being a hands-on individual I enjoy taking things apart and putting them back together to see how and why they work. I enjoy doing mechanics and have previously tinkered with motorbikes, however, I wanted a bit more of a challenge and so recently completed a full rebuild of a 1994 MX-5 from which I have enjoyed learning new things and facing different challenges so far along the way.

    The car was completely stripped, interior and exterior. I removed what crud I could from components with a wire wheel on a drill. The wishbones, arms and subframes then went through a process called electrolysis, where I placed the component into a big bucket of electrolyte (water and washing powder!). In this bucket I also placed a sacrificial bit of metal. The sacrificial piece of metal acted as the anode, connected to the positive lead of an old PSU I modified to give a constant 12v feed. The negative end connected to the car part I wished to de-rust. After roughly 24 hours I would remove the part and wire brush it again. You can see the results of this in some of the images below with a side-by-side comparison. What did I learn from this project? Project times can over-run and become very expensive!

    I'm currently really enjoying studying networking, particularly the CCNA criteria.