Rory M.
About Rory M.
Rory M. is a European I.S. Administrator at bibliotheca, where he has worked since 2018. He has extensive experience in technical support and system management, having previously held various roles within the company since 2011.
Current Role at Bibliotheca
Rory M. serves as the European I.S. Administrator at Bibliotheca, a position held since 2018. In this role, Rory manages users, devices, and policies utilizing RSAT and Azure/Intune. He provides desk-side and remote support for over 450 global employees. Rory regularly travels to offices in the UK, France, Germany, Denmark, and Switzerland as part of his job responsibilities. He quickly adapted to this role by learning new hardware and software systems after the departure of his predecessor.
Previous Positions at Bibliotheca
Rory M. has held multiple positions at Bibliotheca prior to his current role. He worked as a Technical Support Engineer in the Workshop from 2011 to 2014, followed by a role as 2nd Line Technical Support Engineer - Global SME from 2014 to 2016. He then served as Support Helpdesk Supervisor from 2016 to 2018. Throughout these roles, Rory contributed to various technical support initiatives and improved user experiences.
Helpdesk Ticketing System Implementation
During his tenure at Bibliotheca, Rory M. implemented a new helpdesk ticketing system for the IS and System’s departments. This initiative aimed to enhance both technician and user experiences while improving the tracking of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and reporting capabilities.
Education and Qualifications
Rory M. studied at Macclesfield College from 2009 to 2010, where he focused on Marketing, Sociology, Psychology, Forensics, and English Literature, achieving an Access to Higher Education qualification. Prior to that, he attended Tytherington High School from 1997 to 2001, earning nine GCSEs and three AS levels. Rory also studied at The King's School Macclesfield from 1995 to 1997.
Technical Skills and Expertise
Rory M. possesses extensive technical skills, including domain and DNS management. He is proficient in managing systems and policies related to Meraki, Ubiquiti, and PF Sense. His expertise extends to providing support and managing IT infrastructure, ensuring the security of user bases and systems, particularly in response to GDPR regulations.