DANIEL PULLAN

Location: Darwen, Lancashire Website: danielpullan.co.uk Email: daniel.pullan@3264.uk

Highly motivated professional with over 8 years of IT experience, specializing in technical support and system administration. Proven ability to troubleshoot complex IT issues and mature service desk operations. Certified TAP trainer with experience being responsible for the professional development of 50+ engineers, delivering training courses and developing an onboarding curriculum.

EXPERIENCE

Freelance IT

Delfino Training | Hybrid | December 2024 - Current

• Freelance IT work whilst studying for certifications.

CYBER SECURITY ANALYST

Davies Group | Remote | May 2024 – November 2024

• This was a secondment into the Cybersecurity team as a Cyber Security Analyst.
• I gained my CompTIA Security+ qualification, as well as started studying for my ISC2 CISSP qualification. I also started learning new skills using services such as TryHackme, Microsoft Learn and Udemy.
• Gained hands-on experience with Microsoft Defender, Microsoft Sentinel, Illumio, Microsoft Azure, Rapid7, Mimecast Admin, Okta Admin and CyberArk.
• Created both queries and functions within Microsoft Defender for use across the Cybersecurity team to support in both threat hunting and confirming that implemented controls functioned correctly.
• Investigated alerts from an array of sources, completing investigations both solo and whilst working with both my own team and other teams from the wider business such as Infosec, Support, Security Operations, Projects and Human Resources.
• Assisted in the completion of Project SOC - which involved working with internal and external teams in setting up the Security Incident Response and Vulnerability Management modules in ServiceNow. This required a mix of knowledge between understanding processes and procedures, Cybersecurity and the ServiceNow platform.
• Working with senior members of the Cyber security team, I supported in designing and documenting processes following industry best practices. Examples include Security Incident Response and Major Security Incident Process, Phishing/Business Email Compromise Response. I also created a chart detailing where incidents can come from (Alerts, Tickets, Emails, Media etc.) and which team is responsible throughout the incident lifecycle.
• Documented the working processes of the Security Operations team as well as supported in designing, documenting and implementing new working processes.

TECHNICAL TRAINER

Davies Group | Remote | February 2023 – May 2024

• Promoted to Technical Trainer following the completion of onboarding an entire new Support team in the US.
• I got involved in several management adjacent tasks, including onboarding/offboarding engineers, creating performance analysis forms and dashboards, collecting and preparing data for use within higher level meetings.
• On a regular basis, I would often lead daily huddles for different teams within the Support function. I also ran a weekly team-wide meeting.
• Created and implemented an entire onboarding process for new engineers. Created a form to track onboarding and created training resources that map 1-1 with the onboarding document requirements.
• Became responsible for managing licenses and assigning learning resources within learning platforms.
• Managed accounts our remote access tool, implemented named accounts, managing permissions for different teams. Implemented functional controls for access management.
• Setup a weekly call with the Cybersecurity team to liaise on multiple topics including information sharing between the teams, managing any issues or friction between the teams and flagging up topics of interest.

2ND LINE SUPPORT ENGINEER

Davies Group | Stoke, Staffordshire (Hybrid) | December 2021 – February 2023

• Promoted to 2nd Line Support, responsible for advanced troubleshooting and mentoring junior engineers.
• Took ownership of training new hires for the US Support team.
• Supported internal systems, telephony solutions, and end-user devices, ensuring seamless IT operations across the company.
• As well as maturing existing skills I continued to develop new skills supporting a newly implemented Always On VPN (AoVPN) solution, new telephony systems, Microsoft Intune and OneDrive/SharePoint.
• Became a more advanced ServiceNow user, learning how to use features such as Reporting, Dashboards, User Administration and Group Management.

1ST LINE SUPPORT ENGINEER

Davies Group | Stoke, Staffordshire (Hybrid) | October 2020 – December 2021

• Handled initial support requests for an expanding user base, growing from 3000~ to 9000~ users.
• Worked extensively with Windows, SCCM, Office 365, Sophos, and Pulse Secure, managing end-user devices and VPN solutions.
• Learned basic features of ServiceNow, including how to manage Incidents, Requests, Request Items and Catalog Tasks.

IT SUPPORT TECHNICIAN

Enable Business | Newcastle-Under-Lyme, Staffordshire | January 2020 – October 2020

• Provided ad-hoc and regular technical support to small/medium businesses, sole traders and the public. Hardware supported included Desktop PC’s, Windows and MacOS Laptops, Android and Apple phones, Tablets, Office hardware phones.
• Developed a CRUD Application for a small business with features including geolocation, email reports, print templates and email/push notifications.
• Advised on a cost-effective solution for delivering secure video on demand using Cloudflare Stream.
• Setup a local server for backing up both business and customer data, to either complement existing data storage solutions or backing up some data for the first time.
• Managed telephony systems for clients as well as handling phone and broadband line transfers.

IT TECHNICIAN

Glenmoor and Winton Academies | Bournemouth, Dorset | December 2017 – December 2019

• Supported 2000+ users across the academies, leading Windows 10 upgrades and Office 365 deployments.
• Responsible for supporting infrastructure across the schools, including MFD’s, Security Cameras, Canteen Tills, Franking Machines and biometric scanners.
• Managed GDPR compliance by ensuring all BYOD devices were updated and secure.
• Assisted with web development (WordPress and Joomla) and created video content for the school’s #GWProud initiative.

APPRENTICE ICT TECHNICIAN

Poole High | Poole, Dorset | SEPTEMBER 2016 – DECEMBER 2017

• Designed, developed and implemented a digital signage solution using Raspberry Pi. I also provided an upgraded version to take advantage of an upgrade to the Raspberry Pi’s provided which allowed for new futures such as live data updates, higher quality photo carousals and 1080p video playback.
• Managed day-to-day technical support tasks while completing apprenticeship requirements.

QUALIFICATIONS

• CompTIA Security+
• TAP Certificate in Training Delivery
• BTEC Level 2 Diploma in Professional Competence for IT and Telecoms Professionals
• BTEC Level 2 Certificate in ICT Systems and Principles

SKILLS

• Cybersecurity Tools: Microsoft Defender, Sentinel, Intune, Azure, Rapid7, Mimecast, Okta, CyberArk
• Training & Development: TAP Accredited Learning & Development Professional, responsible for onboarding and training engineers.
• Programming, Query, Scripting Languages: KQL, Python, PHP, Bash and PowerShell.
• Project Management: Collaborated on Project SOC, implementing Security Incident Response and Vulnerability Management modules within ServiceNow