IT Support Enthusiast Self-Taught in Linux, Networking & Systems Administration
Stafford, UK
I'm William, a customer service professional building a genuine, hands-on foundation in IT through my own time and my own infrastructure.
I haven't yet worked in a technical role, but I have been doing the work regardless: administering Linux and Windows Server on my own hardware, hosting services on a personal VPS, configuring network wide DNS filtering, and learning to read logs properly rather than simply glancing at them. No one assigned any of this to me I do it because I genuinely enjoy it, and that same curiosity is what I want to bring to a support desk identify what's actually going wrong, and fix it.
Alongside this, I bring several years of customer facing experience, including high volume call handling, managing multiple systems simultaneously, remaining calm under pressure, and maintaining accurate documentation throughout.
I am currently studying towards CompTIA A+ certification, to formalise the skills I've already built independently.
I run and maintain a home server alongside a personal VPS, using both to host self-managed services and as a live environment for developing proper Linux administration skills covering setup, configuration, patching, backups, and ongoing maintenance.
I manage my own network end-to-end, including network wide DNS-level filtering using Pi-hole and AdGuard Home. This involves genuine DNS configuration, troubleshooting, and day-to-day monitoring of network activity.
I approach technical issues like detective work. When a system or network behaves unexpectedly, I use system diagnostics, service statuses, and network traffic logs to trace the issue back to its source and resolve it cleanly.
I use virtualisation to build test environments for trialling configurations and learning new systems without risk to anything live. Most of my technical skills were developed this way.
First point of contact for customers reporting accidents triaging each case, capturing accurate details under time pressure, and updating multiple internal systems in real time. Regularly supported distressed or vulnerable customers, adapting how I communicated to keep things calm and clear.
Frontline problem solving for customers on the shop floor and at the till — queries, returns, and issues resolved on the spot.
Handled billing, service, and account queries across multiple CRM systems, investigating discrepancies and coordinating with back-office teams to get accurate resolutions a smaller scale version of the cross team troubleshooting IT support relies on.
Handled escalated complaints across phone, email, and letter, working within regulatory timelines and keeping detailed, audit ready case notes.
Stepped away from work for personal health reasons and a relocation. Used the time deliberately: taught myself Linux and Windows Server administration, built out a home lab, and started studying towards CompTIA A+ certification — while actively applying for IT support roles since early 2025.