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Hi, I’m Solomon Kuti, a proactive and results-driven senior 2nd Line Analyst with extensive experience delivering high-quality technical support across diverse IT environments. I diagnose and resolve complex incidents, manage escalations, and provide hands-on support across hardware, software, networking, and cloud-based systems. I collaborate with 3rd line engineers and development teams to implement upgrades, deploy new technologies, and continually improve service delivery. I excel with Microsoft 365, Azure AD, Google Workspace, Salesforce, SharePoint, Power BI and Tableau, and I pride myself on clear communication, documentation, and ITIL-aligned processes. I’m comfortable coordinating with vendors and stakeholders, thriving in Agile environments and cross-functional project teams.…Hi, I’m Solomon Kuti, a proactive and results-driven senior 2nd Line Analyst with extensive experience delivering high-quality technical support across diverse IT environments. I diagnose and resolve complex incidents, manage escalations, and provide hands-on support across hardware, software, networking, and cloud-based systems. I collaborate with 3rd line engineers and development teams to implement upgrades, deploy new technologies, and continually improve service delivery. I excel with Microsoft 365, Azure AD, Google Workspace, Salesforce, SharePoint, Power BI and Tableau, and I pride myself on clear communication, documentation, and ITIL-aligned processes. I’m comfortable coordinating with vendors and stakeholders, thriving in Agile environments and cross-functional project teams.

Solomon Kuti

Web Developer, Programmer, Back-End Developer, +6

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Hi, I’m Solomon Kuti, a proactive and results-driven senior 2nd Line Analyst with extensive experience delivering high-quality technical support across diverse IT environments. I diagnose and resolve complex incidents, manage escalations, and provide hands-on support across hardware, software, networking, and cloud-based systems. I collaborate with 3rd line engineers and development teams to implement upgrades, deploy new technologies, and continually improve service delivery. I excel with Microsoft 365, Azure AD, Google Workspace, Salesforce, SharePoint, Power BI and Tableau, and I pride myself on clear communication, documentation, and ITIL-aligned processes. I’m comfortable coordinating with vendors and stakeholders, thriving in Agile environments and cross-functional project teams.…Hi, I’m Solomon Kuti, a proactive and results-driven senior 2nd Line Analyst with extensive experience delivering high-quality technical support across diverse IT environments. I diagnose and resolve complex incidents, manage escalations, and provide hands-on support across hardware, software, networking, and cloud-based systems. I collaborate with 3rd line engineers and development teams to implement upgrades, deploy new technologies, and continually improve service delivery. I excel with Microsoft 365, Azure AD, Google Workspace, Salesforce, SharePoint, Power BI and Tableau, and I pride myself on clear communication, documentation, and ITIL-aligned processes. I’m comfortable coordinating with vendors and stakeholders, thriving in Agile environments and cross-functional project teams.

Available to hire

Hi, I’m Solomon Kuti, a proactive and results-driven senior 2nd Line Analyst with extensive experience delivering high-quality technical support across diverse IT environments. I diagnose and resolve complex incidents, manage escalations, and provide hands-on support across hardware, software, networking, and cloud-based systems. I collaborate with 3rd line engineers and development teams to implement upgrades, deploy new technologies, and continually improve service delivery.

I excel with Microsoft 365, Azure AD, Google Workspace, Salesforce, SharePoint, Power BI and Tableau, and I pride myself on clear communication, documentation, and ITIL-aligned processes. I’m comfortable coordinating with vendors and stakeholders, thriving in Agile environments and cross-functional project teams.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

2nd Line Support / System Support Analyst at Amwins Global Risk

August 1, 2025 - September 24, 2025

Resolved 100 weekly tickets in ServiceNow by collaborating with developers to identify and deliver fixes, particularly within the SharePoint & eFlow Power BI PowerApp system powered by Power Automate; ensured clear communication and timely resolution for end users. Resolved hardware/software incidents and requests using Active Directory security groups and Microsoft Health checks. Collaborated with software developers in Agile stand-ups to define sprint priorities, track delivery progress, and manage tickets, tasks, and user stories in Azure DevOps. Led Surface Pro rollout for 700 users, including MDM support and Intune/Company Portal management. Served as liaison between business stakeholders and technical teams to analyse, document, and improve internal systems and CRM platforms (Salesforce, SharePoint, Power Automate, WhiteSpace, Hx, GXB, Uniquote). Supported macOS onboarding/offboarding via JAMF; resolved login/keychain and network issues (VPN, Wi‑Fi, certificate trust). Contribu

Technical System Support Analyst/ 2nd Line Support at Polaris UK LTD

November 1, 2024 - September 24, 2025

Sole point of contact for helpdesk queries, delivering 2nd line infrastructure support and resolutions across the organization; acted as business representative with hosting provider Elite Group. Led insurer stakeholder meetings for Commercial, Personal lines, and Mini Fleet. Migrated all users from RDS to Azure Virtual Desktop; led Surface Pro 9 rollout for 50 users. Administered Salesforce, Polaris website, Office 365, Teams, Intune, eDOCS DM, PowerBI, Visio, Alemba Service Manager, and Teamwork. Managed Salesforce users, roles, permissions, and profiles; integrated Salesforce with Xero, Office 365, and internal systems; performed data imports and dedup. Built workflow automation and custom objects; created dashboards in PowerBI and Tableau. Gathered requirements for Salesforce/Website changes; led agile implementations per ISO 27001. Coordinated software updates with vendors and conducted robust UAT tests; maintained website via HTML. Managed vendor SLAs and change commitments; led

Senior Service Desk Analyst 2nd Line Technician at Great Portland Estates (GPE) [Contract]

August 1, 2023 - September 24, 2025

Surface Pro rollout for 300 users; MDM support with Intune and Company Portal; Citrix SSO configuration. Monitored operational systems and performed OS/app installations, testing, and maintenance. Prioritized and resolved incidents with ITIL-aligned processes. Administered Active Directory, O365, GPOs, DNS; updated Service Desk knowledge base and provided technical training. Coordinated software updates with vendors and ensured thorough UAT prior to LIVE deployments. Maintained internal documentation and liaised with vendors to meet SLAs.

Senior Service Desk Analyst 2nd Line Technician at Tokio Marine HCC

June 1, 2023 - September 24, 2025

Senior 2nd line support for Windows 7/10, Office 2016, O365, SCCM, TeamViewer, Remote Desktop, Active Directory, Group Policy, Intune, Citrix Workspace, VPN and Virtual Desktops. Supported Mac users with JAMF enrolment and policy deployment. Investigated network issues and performed on-prem AD management, Movers/Leavers/Joiners via OKTA, Citrix Workspace and Exchange mailbox permissions. Oversaw transition of applications/desktops to updated Citrix environment with detailed testing to minimise downtime. Supported Eclipse application with basic SQL queries; generated management information through dashboards; executed patches and tracked known errors.

Technical Services Analyst (Application & CRM Support) at WellSky International Care Flow Management

February 1, 2022 - September 24, 2025

Supported Salesforce users; created reports, dashboards, and optimized page layouts. Installed bespoke shadow software to mirror databases. Investigated and resolved customer issues; collaborated with developers to implement Salesforce functionality and system enhancements. Liaised with development staff to resolve issues, apply patches, and troubleshoot software using SQL queries. Documented issues and knowledge sharing; contributed to data-driven improvements.

1st/2nd Line Helpdesk Engineer / Technician at NHS [Contract]

April 1, 2021 - September 24, 2025

Provided Salesforce support to healthcare staff; created and maintained custom reports and dashboards. Managed users via AD/Azure AD and performed group policy permissions. Supported EMIS & Docman; liaised with app vendors for resolutions. Participated in Win10 rollout and EMIS migration; supported a range of NHS bespoke software (EMIS, Vision, Docman, Accurx, Citrix, OKTA). Performed remote device provisioning and QA checks on hardware; delivered exceptional customer service and clear, accessible communication.

IT Installation / Configuration Technician at Computacenter [Contract]

January 1, 2021 - September 24, 2025

Worked with corporate desktops and laptops using bespoke systems; upgraded firmware; performed QA checks on hardware; conducted hardware/software builds using detailed scripts; documented processes and stored notes in ServiceNow. Managed packaging and distribution of IT equipment.

IT ServiceDesk Analyst at The Frank Group

September 1, 2019 - September 24, 2025

Assisted with migration from Evolve to Salesforce Service Cloud CRM. Managed user profiles, roles, and security settings; first point of contact for Salesforce issues. Allocated tickets via Salesforce and optimized CRM configurations. Supported Salesforce-Daxtra integration and documented known issues.

2nd Line Support / System Support Analyst at Amwins Global Risk

August 1, 2025 - September 24, 2025

Resolved ~100 weekly tickets in ServiceNow, collaborating with developers to fix SharePoint & eFlow (Power BI) PowerApp issues; managed hardware/software incidents; supported Agile development cycles; led Surface Pro rollout for 700 users; provided Mac support via JAMF; upgraded GXB to 24.0; ensured ITIL-aligned incident, request, and problem management; tracked work in Azure DevOps and Jira; produced dashboards and reports from SQL data.

Technical System Support Analyst / 2nd Line at Polaris UK LTD

November 1, 2024 - September 24, 2025

Acted as sole 2nd line contact for IT queries; migrated users to Azure Virtual Desktop; led Surface Pro 9 rollout (50 users); administered Salesforce (users, security & access, workflows, automation); performed data import/deduplication; created Power BI/Tableau dashboards; gathered requirements for Salesforce and website changes; coordinated vendor software updates; managed ISO 27001-aligned processes; integrated website with Salesforce.

Senior Service Desk Analyst 2nd Line Technician at Great Portland Estates (GPE) [Contract]

August 1, 2023 - September 24, 2025

Surface Pro rollout for 300 users; Citrix SSO validation; monitored operational systems; provided 2nd/3rd line support; implemented ITIL incident and request handling; managed AD, Office 365, GPOs, DNS; maintained knowledge base; coordinated vendor updates and change control.

Senior Service Desk Analyst 2nd Line Technician at Tokio Marine HCC

June 1, 2023 - September 24, 2025

Supported Windows 7/10, Office 2016, O365, SCCM; TeamViewer, Remote Desktop; AD, Group Policy, Intune; Citrix Workspace; VPN; Mac devices provisioning via JAMF; IT movers/leavers/joiners processes; Citrix migration; wrote SQL queries for data tasks; produced dashboards; led Win10/Office upgrade for 3000+ users; ITIL 4 aligned incidents and requests.

Technical Services Analyst (Application & CRM Support) at WellSky International Care Flow Management

February 1, 2022 - September 24, 2025

Supported Salesforce users; created reports and dashboards; optimized page layouts; deployed bespoke shadow software; investigated issues and worked with developers on enhancements; executed SQL queries for reports.

1st/2nd Line Helpdesk Engineer / Technician at NHS [Contract]

April 1, 2021 - September 24, 2025

Provided 1st/2nd line Salesforce support; created custom reports/dashboards; managed user accounts via AD/Azure AD; supported EMIS & Docman; Windows 10 rollout; NHS software like EMIS/Vision; collaborated with vendors for resolutions.

IT Installation / Configuration Technician at Computacenter [Contract]

January 1, 2021 - September 24, 2025

Installed and configured corporate desktops/laptops; firmware upgrades; quality assurance checks; hardware/software builds; documented steps in ServiceNow; packaging and distribution of IT equipment.

IT ServiceDesk Analyst at The Frank Group

September 1, 2019 - September 24, 2025

Implemented and migrated from Evolve to Salesforce Service Cloud CRM; managed Salesforce user profiles, roles, permission sets, and security; first point of contact for Salesforce issues; documented Daxtra integration; imaging for Windows/Mac devices; Office 365 accounts and AD grouping policies.