Technical Support Engineer specialising in server hosting, Windows server administration, and customer-facing technical support. Experienced in VPS and dedicated server environments, ticketing systems, live chat, and performance monitoring. Strong troubleshooting skills with a proven track record of maintaining uptime, resolving incidents, and supporting customers in high-demand hosting environments.

Professional Experience

Technical Support Engineer – GTXGaming.co.uk & MLI Group

January 2025 – Present

Provide first and second-line technical support for hosting customers via WHMCS tickets and live chat.
Manage and maintain Windows-based VPS and dedicated servers using Remote Desktop Manager.
Diagnose and resolve server issues including performance degradation, service outages, and configuration faults.
Monitor server health and uptime using Zabbix, responding proactively to alerts.
Apply fixes, updates, and maintenance to client servers.
Escalate and report hardware or network faults to data centres.
Assist with pre-sales technical queries related to hosting services.

Founder & Technical Operator – Rusty-Designers Limited

September 2016 – November 2021

Built, deployed, and maintained VPS and dedicated server infrastructure for online game hosting.
Administered Linux-based servers using Pterodactyl.
Troubleshot server-side issues, plugins, and performance problems.
Managed billing, support tickets, and customer enquiries.
Oversaw a Discord community of 500+ users and managed a remote support team across time zones.
Ensured high availability, regular updates, and stable server performance.

Founder & Digital Services Manager – Chroma Media

January 2014 – Present

Manage company website hosting, domains, and WordPress administration.
Provide technical support to clients for website-related issues.
Implement SEO tools and performance improvements.
Handle customer enquiries, bookings, and payments.

Retail Team Leader (Customer Operations) – Royal Vapes Warwickshire

May 2022 – January 2025

Led customer-facing teams while handling escalations and complaints.
Trained staff and ensured adherence to procedures.
Managed cash handling, POS systems, and inventory.

Team Trainer & Store Representative – Nando’s

September 2016 – May 2022

Provided high-quality customer service in a fast-paced hospitality environment.
Trained new starters and supported ongoing staff development.
Assisted with staff training documentation and on-the-job coaching.
Maintained excellent hygiene, safety, and operational standards.
Handled cash transactions and supported day-to-day store operations.

Education & Certifications

The Development Manager (TDM) | 2023

Level 3 ICT Systems & Principles for IT Professionals
IT Consulting Skills – Distinction
Networking Principles – Distinction
Business Concepts – Distinction
Customer Support Provision for ICT Professionals – Merit

Level 2 Tech & Digital – Digital Transformation Pathway 2022

Network Principles – Merit
ICT Systems & Data Security – Merit
Website Software – Pass
Networking Fundamentals – Pass

Warwickshire College | 2018

Level 2 Diploma in Art and Design – Distinction
Level 3 Extended Diploma in Art and Design – Merit

Myton School | 2015

Mathematic Functional Skills – Level 1
English Functional Skill – Level 1
Health and Social Care BTEC – Level 1
Application of Science – Level 2

Thomas Hancock