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 L1/L2 support, remote troubleshooting, account administration, security best practices, and maintaining reliable end-user environments. Known for strong communication, rapid issue resolution, and improving user productivity through documentation and training.
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 Active Directory Group Policies PowerShell RDP VPN Ticketing Systems SQL Server Backup Procedures Network Troubleshooting Windows Server
Soft Skills:
Customer Support Documentation User Training Communication Problem Solving
Tools:
Entra ID MS Admin Center Exchange Admin SharePoint Admin OneDrive Admin Datto RMM Visual Studio ScreenConnect
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)