I’m an International Frontline Technical Support Engineer currently working at Edenred Paytech, supporting the reliability, availability, and security of mission-critical payment platforms. My role focuses on incident response, production support, and proactive monitoring to ensure uninterrupted transaction processing in high-availability environments.

I work hands-on with log analysis, SQL queries, and Unix/Linux troubleshooting, responding to P1/P2 incidents and service tickets while consistently meeting SLA targets. I actively support Major Incident Management, contributing to coordinated incident response, clear stakeholder communication, and rapid service restoration under pressure. Monitoring is a core part of my day-to-day work, using tools such as AWS, Nagios, and AppDynamics to detect anomalies, performance degradation, and potential security risks before they impact customers.

I hold a BSc in Computer Science for Cyber Security from Oxford Brookes University and have a strong foundation in networking, cloud computing, and security operations. Alongside my professional role, I’ve supported community digital inclusion initiatives through Make Oxfordshire Digital, helping refurbish and redeploy devices, improve digital literacy, and provide hands-on IT support to diverse users.

I’m passionate about production systems, cybersecurity, and continuous learning, with ongoing development in cloud technologies, ethical hacking, and SOC-style analysis. I enjoy working in fast-paced, high-responsibility environments where reliability, problem-solving, and teamwork truly matter.

EDENRED PAYTECH

International Frontline Technical Support Engineer

I support the reliability and availability of Edenred’s critical production platforms by responding to system alerts, incidents, and service requests, helping minimise downtime and ensure uninterrupted transaction processing. I work hands-on with log analysis, SQL queries, and Unix/Linux troubleshooting to diagnose issues and restore services within agreed SLAs across interconnected systems.

I actively support Major Incident Management, contributing to coordinated incident response, clear communication, and effective resolution in high-pressure, time-sensitive environments. I also operate within strict security, compliance, and change-management frameworks, ensuring all system changes are safely implemented, accurately documented, and fully auditable.

Monitoring is a core part of my role. I continuously observe AWS and Nagios dashboards to assess system health, traffic behaviour, and end-to-end transaction flows. By proactively identifying abnormal patterns, performance degradation, or potential security risks, I help prevent customer-impacting issues and contribute to a secure, resilient, and highly available production environment.

Skills:

Production Support & Platform Operations

Incident & Major Incident Management (P1/P2)

SLA-Driven Support & Time-Critical Response

Log Analysis & System Diagnostics

SQL Querying & Data Investigation

Unix / Linux Troubleshooting

Cloud Monitoring (AWS)

Infrastructure & Application Monitoring (Nagios)

End-to-End Transaction Flow Monitoring

Root Cause Analysis (RCA)

Change Management & Release Controls

Security, Compliance & Audit Readiness

Threat Detection & Incident Escalation

Stakeholder Communication in High-Pressure Environments

Problem Solving & Analytical Thinking

KIDLINGTON LIBRARY

Kidlington Library, Digital Assistant for Community IT Support Campaign 

Supported the delivery of the Make Oxfordshire Digital programme by providing hands-on digital and technical support to library users, staff, and members of the local community. Responsibilities included inspecting, imaging, and deploying library devices; applying software updates and security patches; and troubleshooting a wide range of hardware, software, printer, and network connectivity issues to ensure reliable daily operations.

Delivered one-to-one and group digital support sessions, assisting users with essential IT skills such as device usage, online access to public services, email, cybersecurity awareness, and safe internet practices. Actively contributed to community digital inclusion initiatives by securely wiping, rebuilding, and redeploying donated devices for individuals with limited access to technology, ensuring full data sanitisation and compliance with security best practices. Worked closely with library staff to support smooth service delivery, reduce system downtime, and improve overall digital confidence across the community.

Skills:

Digital and Technical Support, IT Support

Digital Inclusion and User Support 

Training and Communication

Operation and Professional Skills

Customer Focus: Delivered excellent service with attention to detail, creating a positive experience for diverse guests.

GURKHA VILLAGE

Customer Service Assistant, Tech Assistant

Since November 2021, I have been working at Gurkha Village Restaurant and Bar, where I serve as a Customer Service Representative and Tech Assistant. In this role, I consistently deliver outstanding customer service by addressing inquiries, managing transactions, and efficiently coordinating orders and deliveries—particularly during high-demand periods. I am also responsible for promptly resolving customer concerns, ensuring a smooth and positive takeaway experience. Additionally, I provide on-site technical support for key systems including POS terminals, printers, and Wi-Fi connectivity. By offering practical training and ongoing assistance to non-technical staff, I have helped reduce recurring technical issues and contributed to the restaurant's seamless daily operations. 

Skills

Problem-Solving and Incident Management: Addressed operational issues swiftly, aligning with the problem-solving and troubleshooting skills required for identifying and resolving system or network issues in IT and cybersecurity roles.

Leadership and Communication: Managed and guided staff, honed my ability to communicate effectively, and ensured that team objectives were met. These skills directly translate to effective collaboration and stakeholder communication in IT projects and cybersecurity incident responses.

Process Optimization and Efficiency: Developed strategies for improving service workflows, which is parallel to streamlining processes in IT environments to enhance system performance and resource management.

Attention to Detail and Risk Management: Ensured that health, safety, and service quality standards were met. In IT and cybersecurity, these skills are essential for monitoring systems, recognizing potential security risks, and maintaining compliance.

Time Management and Prioritization: Managed multiple tasks simultaneously, especially under high-pressure situations. This aligns well with IT roles that require prioritizing support tickets, handling alerts, and managing deadlines effectively.

Customer Service and User Support: Resolved customer concerns and improved satisfaction, which is transferable to IT support roles that involve assisting users, managing queries, and maintaining a positive user experience.

Customer Service Assistant

As a restaurant waiter, I gained hands-on experience in providing excellent customer service and managing high-pressure situations. This role required effective communication, multitasking, and problem-solving to deliver a seamless dining experience, all while working collaboratively with the team to meet customer needs. 

Skills

Communication: Clear and effective interaction with customers and colleagues

Customer Service: Ensuring customer satisfaction and promptly addressing needs

Multitasking & Time Management: Handling multiple tasks efficiently during peak times

Problem-Solving: Resolving issues swiftly while maintaining a professional demeanor

Teamwork: Collaborating with kitchen and front-of-house staff for smooth operations

Attention to Detail: Maintaining high service standards and accuracy in tasks.