Halley Adams

Lead company-wide infrastructure ops and daily cybersecurity, managing Azure/Linode cloud, end-user escalations, Cyber Essentials readiness, process/tooling improvements, and IT procurement aligned to manufacturing needs.

Provided cross-platform (macOS/Linux/Windows) incident and request support, bridging 1st and 2nd line, improving KB docs, and designing Ansible automation for provisioning and standardisation.

Handled multi-channel support under pressure, boosted first-call resolution by 45% via tighter triage/ticketing, and mentored new starters with training materials and habits.

Managed Java-based server infrastructure, ensuring high availability and scalability. Deployed containerisation strategies to optimise resource allocation. Maintained 98.3% uptime for up to 200 concurrent connections in a working environment.

Provided technical support for Windows and macOS environments. Assisted with network troubleshooting, VPN configurations, and hardware support. Integrated Proxmox-based virtualisation solutions to optimise IT infrastructure.

Ran a Live Chat desk for a department of 60 people. Assisted customers with complex billing and technical queries (smart metering) under pressure. Provided aftercare to customers with account queries and supply issues.