David Roche
Cork,Ireland
Summary
IT Support Engineer with 2 years' experience supporting Microsoft 365, Azure, and Active Directory environments in a fast-paced professional services organisation. Skilled in remote troubleshooting (RDP, Datto RMM, ScreenConnect), account administration, security best practices, and creating clear technical documentation. Known for strong communication, rapid problem resolution, and improving user productivity through training and efficient support processes.
Overview
6
6
years of professional experience
1
1
Certification
Work history
IT Support Engineer
FDC Group
Cork
07.2023 - 11.2025
- Delivered L1/L2 support across the organisation, resolving hardware, software, and connectivity issues.
- Managed user accounts and access rights via Active Directory and the Microsoft 365 Admin Center, improving onboarding/offboarding efficiency.
- Reduced average ticket resolution time by improving remote troubleshooting workflows.
- Improved system uptime by identifying and resolving repeat network failures.
- Created internal documentation and how-to guides to standardise troubleshooting and improve consistency.
- Conducted training sessions for end users on new software tools, improving productivity and adoption rates.
- Assisted senior IT staff with patching, software deployments, and Microsoft 365 optimisations.
Senior Bar Staff
The Bishopstown Bar
Cork
01.2020 - 07.2023
- Developed communication and organisational skills in a high-pressure setting.
- Trained new staff and managed end-of-day reconciliation.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
Technical Services Intern
Permanent TSB
Cork
05.2021 - 09.2021
- Managed access permissions across nationwide staff systems.
- Quarantined phishing/spam emails using security filters.
- Gained experience working in a fully remote technical environment.
Education
BSc - Business Information Systems - 2.1 Honours
University College Cork (UCC)
CorkSkills
Technical Skills:
M365 Admin Azure (AZ-900) Active Directory Group Policies PowerShell RDP VPN Ticketing Systems SQL Server Backup Procedures Network Troubleshooting
Soft Skills:
Customer Support Documentation User Training Communication Problem Solving
Tools:
Entra ID MS Admin Center Exchange Admin SharePoint Admin OneDrive Admin Datto RMM SQL Server Visual Studio
Accomplishments
CUBS Leaders of Tomorrow – Exceptional Journey (UCC), 2021
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900), 2025
- Microsoft Certified: Security, Compliance & Identity (SC-900), 2025
- Microsoft Certified: Microsoft 365 Fundamentals (MS-900), 2024
References
References available upon request.
Timeline
IT Support Engineer
FDC Group
07.2023 - 11.2025
Technical Services Intern
Permanent TSB
05.2021 - 09.2021
Senior Bar Staff
The Bishopstown Bar
01.2020 - 07.2023
BSc - Business Information Systems - 2.1 Honours
University College Cork (UCC)