Craig
Matthew
Smith

Craig Matthew Smith

1st Line Network Engineer • Tech Enthusiast • Knowledge Seeker

About Me

I am a self confessed geek with a passion for learning and exploring new technologies. Last year, I completed my Level 3 ICT apprenticeship under Daisy Corporate Services and was awarded Apprentice of the Year for dedication and outstanding performance on multiple large scale projects for major brands. Since Daisy was acquired by Wavenet, I have progressed from a network apprentice to a 1st line Network Engineer.

I am a people person with strong communication skills, supporting customers by diagnosing issues, providing guidance, troubleshooting and resolving technical problems efficiently, and collaborating with colleagues to ensure smooth service delivery. I am a quick learner and adaptable, eager to embrace new challenges in IT and further develop my career.

Outside of work, I am active and enjoy hiking, camping, and spending time outdoors. I train at the gym, which helps me stay fit, focused, and supports both my mental resilience and brain health. I am naturally curious about technology and enjoy experimenting with new tools and learning through platforms like Hack The Box, INE, and Pluralsight when possible, applying what I learn to practical problems both inside and outside of work.

I am currently building my skills and working towards certifications such as I am currently working towards Network+, AZ-900, and Security+, with plans to pursue CCNA, AZ-104, AZ-500, AZ-700 and Linux+ in the future. I am motivated by curiosity, self improvement, and a desire to combine my technical knowledge with practical experience while maintaining a balanced and healthy lifestyle.

I am always open to new opportunities and career growth, with a desire to take on challenges that help me develop professionally and personally within the tech industry.

  • Age37
  • Phone07968 618 986
  • Websitecraigmatthewsmith.co.uk
  • e-mailhireme@craigmatthewsmith.co.uk
  • LocationLeeds, West Yorkshire
  • Driving LicenseFull UK Driving License (0 Points)
  • Security ClearanceApplication in Progress
  • LinkedINcraigmatthewsmith88

My Hobbies

Learning

With new technologies constantly emerging, it's important for me to keep learning and adapting. I use platforms like INE, Pluralsight, and Hack The Box, along with resources from experts like David Bombal, Network Chuck, and Professor Messer, to expand my knowledge and stay up to date.

AI Art Generation

I create digital imagery using Midjourney, an AI-generated image creation Discord bot that brings my ideas to life with text prompts. With pre-trained models like GFPGAN and ESGRAN, along with software like Photoshop, I can easily tweak and upscale the images for print.

Web & Print

Although I no longer work in design and print, I still enjoy using Photoshop and Illustrator to develop my creative skills. I also build websites through personal projects and for friends and family, and experiment with AI generated imagery. This helps improve my problem solving abilities, enhances my creativity, and sharpens my attention to detail.

Prompt Engineering

I use LLMs like Ollama, ChatGPT, and Claude, to assist with everyday tasks, enhance my learning, and create useful prompts to sell. This has helped me improve my prompt engineering skills and experiment with various methods to create digital imagery and develop effective solutions.

Outdoors

Whenever possible, I enjoy spending time outdoors, whether hiking or camping. Being in nature brings me a sense of peace and presents exciting challenges. It also offers a much-needed break from technology, allowing me to disconnect and recharge.

Gym Training

Going to the gym and staying fit are important parts of my lifestyle. It helps me relieve stress, relax, feel good about myself, socialise, and meet new people.

Testimonials

CV

About Me

1st Line Network Engineer with over two years’ experience providing IT and network support across hardware, software, and connectivity. Awarded Apprentice of the Year for dedication and outstanding performance on multiple large scale projects for major brands. A people person with strong communication skills, supporting customers by diagnosing issues, providing guidance, resolving technical problems efficiently, and collaborating with colleagues to ensure smooth service delivery. Quick learner and adaptable, eager to embrace new challenges in IT and further career development opportunities.

After earning a 2:1 degree in Multimedia Technology, I gained hands on experience in eCommerce, web design, and print before making the bold decision to transition into IT through a Level 3 Network Apprenticeship at Daisy Corporate Services. I supported senior engineers with basic installation, configuration, troubleshooting, and provisioning of Cisco routers, assisted with fundamental Meraki setups, and carried out basic Palo Alto and Fortinet firewall changes. I contributed to large-scale deployments for clients including Superdrug, Savers, The Perfume Shop, Greene King, and the NHS, while monitoring performance with Logic Monitor, maintaining documentation, and supporting backup and recovery processes.

Currently, as a 1st Line Network Engineer at Wavenet, I provide IT and network support via ServiceNow, phone, email, and remote tools, managing and triaging tickets to ensure timely resolution. I configure, install, and troubleshoot Cisco, DrayTek, and Zyxel devices, support VPN users in Duo, FortiGate, and DrayTek, and assist with basic firewall changes. I monitor network performance using PRTG, LibreNMS, and LogicMonitor, manage carrier tests and faults, support backup and recovery operations, and maintain accurate technical documentation.

I am committed to continuous learning and professional development, using INE and Pluralsight for training videos and virtual labs. I have also recently joined Hack The Box Academy to gain practical experience through hands-on exercises and CTF challenges. T

I actively stay current through ongoing training and hands on practice, using platforms such as INE, Pluralsight, and Hack The Box Academy, and by following IT educators such as Network Chuck, David Bombal, and Professor Messer. I am currently working towards Network+, AZ-900, and Security+, with plans to pursue CCNA, AZ-104, AZ-500, AZ-700 and Linux+ in the future.

My Objectives

  • Gain skills and certifications in IT, with a focus on computer networking, cybersecurity, and cloud technologies.
  • Obtain certifications such as Network+, AZ-900, Security+, CCNA, AZ-104, AZ-500 with plans to pursue additional advanced certifications in the future.
  • Complete at least one Job Role Path on Hack The Box to improve my problem-solving skills and broaden my knowledge of computer systems and cybersecurity.
  • Learn the basic fundamentals of a programming language such as Python or Go, or a scripting language such as Bash or Shell.
  • Work in a business environment to develop new skills, broaden my knowledge, and continue professional growth.

My Experience

2024 - 2025
Wavenet, Oakwell Way, Asanti House, Birstall,

WF17 9LU

1st Line Network Engineer

    • Ticket Management: Log, triage, update, and manage tickets in ServiceNow, ensuring all issues are categorised accurately, prioritised according to severity, and tracked until resolution. Maintain detailed ticket notes for continuity and auditing purposes.
    • Customer Support: Provide proactive and reactive support to clients via phone, email, and remote access tools. Respond promptly to enquiries, guide customers through troubleshooting steps, and escalate issues when necessary.
    • Network Troubleshooting: Assist in configuring, monitoring, and troubleshooting network and system equipment, including DrayTek, Zyxel, Cisco, and Juniper devices, helping to diagnose connectivity issues, resolve performance problems, and ensure stable and secure network operations under guidance from senior engineers.
    • Carrier & Fault Management: Conduct carrier line tests, manage fault reporting, and coordinate engineer visits to resolve connectivity issues. Liaise with telecom providers to ensure timely resolution of network outages or degradation.
    • Escalation: Identify complex issues that need 2nd or 3rd line support and escalate them to the appropriate team for resolution.
    • Performance Monitoring: Monitor network and system performance using tools like PRTG, LibreNMS, and LogicMonitor.
    • VPN & Access Administration: Manage VPN users and access controls in systems such as Duo, FortiGate, and DrayTek. Configure secure connections, reset credentials, and ensure permissions align with company security policies.
    • Documentation:Maintain accurate records and documentation of system configurations, network changes, and troubleshooting steps. Ensure documentation is up-to-date for audits, knowledge sharing, and incident management purposes.
    • SLA & KPI Tracking: Monitor and ensure service requests are resolved within agreed Service Level Agreements (SLAs). Track key performance indicators (KPIs) to measure team efficiency and service quality, and report findings to management.
    • Security Compliance: Follow and enforce company security policies and best practices. Identify potential vulnerabilities, assist in patching and firmware updates, and escalate security incidents as per procedure.
    • Backup & Recovery: Support backup and recovery operations, including verifying backup completion, testing restoration procedures, and troubleshooting backup failures to maintain data integrity.
    • Malicious Activity Monitoring: Check logs for suspicious activity and assist in monitoring Palo Alto and FortiGate firewalls, following procedures to report potential security incidents.
    • Security Compliance: Follow security procedures and policies, ensuring that tasks are performed in line with Daisy Group’s security standards.
  • Failover Testing:Conduct failover and redundancy testing for network and system equipment to validate resilience and ensure minimal downtime during planned or unplanned outages.
2024 - 2025
Daisy, Oakwell Way, Asanti House, Birstall,

WF17 9LU

Network Apprentice

    • Technical Support: Assist in providing technical support for Daisy’s Enterprise and Service Provider customers by monitoring systems, responding to service requests, and helping with incident management within agreed service levels.
    • Issue Troubleshooting: Help with basic troubleshooting of Cisco routers, Palo Alto firewalls, FortiGate devices, and Meraki networks, using diagnostic tools to maintain network stability under supervision from senior team members.
    • Network Configuration: Assist in setting up and configuring Meraki devices for network management, and support the configuration of basic Palo Alto and FortiGate firewall settings to ensure smooth network operations.
    • Documentation: Document basic configuration changes for Cisco routers, Palo Alto firewalls, FortiGate devices, and Meraki setups to ensure accurate and up-to-date records for future troubleshooting and audits.
    • Firewall Configuration: Support in configuring basic Palo Alto and FortiGate firewall settings to enhance network security under guidance from senior team members.
    • Performance Monitoring: Monitor system performance using tools like LogicMonitor and assist in tracking alerts for Meraki, Palo Alto, and FortiGate devices to ensure optimal network performance.
    • Remote Support: Support engineers remotely using tools such as CLI, SSH, and Bomgar for troubleshooting and assistance.
    • Proactive Maintenance: Assist with routine proactive maintenance tasks, such as patching, backups, configuration checks for Cisco, Palo Alto, FortiGate, and Meraki devices, using documented and automated procedures.
    • Skill Development: Continuously develop technical skills through training, on-the-job learning, and hands-on experience with various technologies.
    • Change Management: Assist with basic tasks in the Change Management process using Service Now, such as creating change requests and updating documentation, under the supervision of senior staff.
    • Stakeholder Engagement: Build communication skills and develop effective relationships with internal teams and external suppliers to support smooth operations.
    • Malicious Activity Monitoring: Check logs for suspicious activity and assist in monitoring Palo Alto and FortiGate firewalls, following procedures to report potential security incidents.
    • Security Compliance: Follow security procedures and policies, ensuring that tasks are performed in line with Daisy Group’s security standards.
  • Network Testing: Carry out test plans to validate network configurations, failover processes, and security policies.
2022 - 2022
PDQ PRINTING SERVICES MORLEY, LEEDS 8JW

ARTWORKER & ONLINE WEB MANAGEMENT

    • Promotional Design: Design and build promotional elements, including web banners, landing pages, and HTML email templates.
    • Print Design: Create designs for print materials such as large posters and lithography, ensuring high-quality output.
    • Coding and Development: Utilise HTML, CSS, and jQuery coding and development using responsive frameworks.
    • Content Management: Work with content management systems and database management tools to ensure seamless operations.
    • Relationship Management: Build and manage relationships with customers and print suppliers, fostering effective communication.
    • Customer Queries: Handle customer queries through incoming calls and emails, providing timely and effective support.
    • Stakeholder Management: Manage internal and external stakeholder expectations to ensure alignment and satisfaction.
    • Database Maintenance: Maintain the SQL database and manage web backup solutions to ensure data integrity and security.
  • Website Management: Oversee the eCommerce website, pricing calculator, and social media channels to enhance user experience and engagement.
2018 - 2022
ASDA GEORGE.COM
GREAT WILSON STREET, LEEDS LS11 5AD

eCOMMERCE CONTENT ASSOCIATE

    • Investigate Customer Feedback: Analyse customer reviews, Q&A, and contact centre queries to identify trends and areas for improvement in product offerings.
    • Problem Identification and Guidance: Proactively identify issues related to online content and guide clients through corrective steps, ensuring a seamless customer experience.
    • Troubleshooting: Resolve common issues efficiently and direct clients to the appropriate department when necessary, maintaining high standards of customer service.
    • Data Management: Maintain tickets, logs, and records related to customer service interactions and product reviews, ensuring accurate documentation and data integrity.
    • Supplier Collaboration: Regularly liaise with suppliers to gather necessary product content and image requirements, ensuring all listings are up-to-date and accurate.
    • Website Demos and Collaboration: Attend website demos and collaborate with customer experience and technology teams to improve website functionality and user engagement.
    • Site Audits and Improvements: Conduct regular site audits to proactively identify and implement improvements for George.com, enhancing overall user experience.
    • Content Creation: Develop and optimise content for the website, ensuring it meets branding guidelines and enhances customer engagement.
    • Social Media Monitoring: Monitor social media channels for customer feedback and engagement, providing insights to the marketing team for future campaigns.
  • Collaboration with Designers: Work closely with designers on user experience (UX) and user interface (UI) design to create a visually appealing and user-friendly online shopping experience.

My Education

2022 - 2024
Leeds Metropolitan University

Level 3 - ICT Network Engineer

During my two-year Level 3 ICT apprenticeship, I developed both technical IT skills and essential soft skills through hands-on experience and structured training. The course covered key areas such as Networking, System Hardware, System Software, Monitoring, Support, and Network Security. I gained practical experience working with IT systems and devices, including Cisco routers, LogicMonitor, Palo Alto, FortiGate, and Meraki, helping me build a strong foundation in these areas.

The apprenticeship also introduced me to basic programming and DevOps, giving me a good understanding of these concepts. While I didn’t gain formal certifications, I completed mock exams and practical lab exercises in areas like CompTIA A+, Cloud+, IT Service Management, and Business Processes, which enhanced my knowledge.

I gained experience working both independently and as part of a team, assisting field engineers at over 1,500 sites. This hands-on involvement helped me develop problem-solving skills and a clear understanding of working in a professional IT environment.

2009 - 2012
Leeds Metropolitan University

2:1 Degree - Multimedia Technology

The course was designed for people who wish to enter or strengthen their skills in the media and creative industries. The modules required students to work both in a team and individually to meet tight deadlines. I learned about visual communication, web and user interface design, digital editing, video production, graphic design, research practice and various web technologies during my three years of study. The final year involved working in a team to create a web-related final project and writing a dissertation. We attended lectures and worked on assignments based on web design, web development, SEO fundamentals, digital marketing, web administration and market research.

2007 - 2009
Leeds College Of Technology

MERIT BTEC ND - Interative Multimedia

This course explored all aspects of digital media. I learned how to plan and design interactive media applications, combine creativity with technical work, and understand user experience and interaction. The course revolved around the implementation of a simple prototype of an interactive media application. In this way, you can demonstrate knowledge of different digital media types in terms of planning, design and production.
2005 - 2006
Dewsbury College

MERIT GNVQ - ICT

This course provided me with a strong foundation in ICT, covering essential skills such as understanding computer hardware and software, using different operating systems, and managing files efficiently. I also learned how to use common applications like word processors, spreadsheets, and databases. The course was designed for those interested in learning how computers work and how to effectively use technology in everyday tasks.

Qualities

Problem Solver

100%

Tech Savvy

90%

Communicative

85%

Customer Focused

100%

Collaborative

85%

Adaptable

90%

Interests

Technology

100%

Graphic Design & Print

80%

Professional Development

95%

Web Design

80%

Fitness Training

85%

Outdoor Activities

90%

Knowledges

  • Networking
  • Security Monitoring
  • Firewall Management
  • System Monitoring
  • Service Desk
  • FortiGate
  • Palo Alto
  • Log Monitoring
  • Troubleshooting
  • Cisco OS
  • Performance Monitoring
  • Data Protection
  • Duo Security
  • ZyXel
  • LibreNMS
  • Information Technology
  • Draytek
  • PRTG
  • Meraki
  • Information Security
  • Social Engineering
  • GDPR
  • Reporting
  • Decision Making
  • Traffic Monitoring
  • Service Now
  • Customer Support
  • Problem Solving
  • Documenting
  • Time Management
  • Collaboration
  • Adaptable
  • Call Handling
  • Critical Thinking
  • Secure Remote Access
  • Auditing
  • Windows
  • Risk Assessment
  • Communication
  • Logic Monitor
  • Problem-Solving
  • Help Desk
  • Teamwork
  • WordPress
  • CMS
  • HTML
  • CSS
  • Javascript
  • Adobe Illustrator
  • Adobe Photoshop
  • Graphic Design
  • Digital Design

Contact

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