Cambridge, UK

Tom Hill.

Technical Support · Customer Enablement · Systems Implementation

mrtjhill@gmail.com · tomhill.work · LinkedIn

Profile

Technical support and systems specialist with ten years’ experience helping staff and families use technology confidently alongside a career in education. Led a school-wide Bromcom rollout, owning configuration, staff training, reporting and ongoing user queries. Troubleshoots calmly in person and remotely, works with external IT providers and translates technical issues into clear next steps. Seeking to bring practical problem-solving, product adoption and stakeholder communication skills to technical customer support and customer success.

Support & technical skills

User support: Hardware, software and account troubleshooting in person, by phone and remotely; clear explanations for non-technical users.
Systems & adoption: Bromcom implementation, workflow configuration, user training, report building and ongoing support.
Google Workspace: Accounts, password resets, permissions, devices and organisational settings.
Windows & Microsoft 365: Windows, Office and SharePoint support; liaison with IT providers on Group Policy.
Issue ownership: Triage, documentation, escalation and follow-up, including sensitive records in CPOMS and MyConcern.
Hardware & tools: Fault diagnosis, device repairs, purchasing and rollout. Python and JSON personal projects; introductory HTTP and Postman courses completed.

Professional experience

Computing Lead & UPS Primary School Teacher

Apr 2026 – present

St Philip’s CofE Primary School, Cambridge

Provide frontline IT support for colleagues, investigate digital-service problems and liaise with the external IT provider when escalation is required.
Support digital workflows, online safety, technology adoption and decisions about hardware and software.

SLT Member, MIS Lead, Assessment & English Lead

Sep 2023 – Apr 2026

Shirley Community Primary School, Cambridge

Led the implementation and configuration of Bromcom, introducing workflows for registration, staff and pupil data, assessment and reporting.
Served as the primary contact for staff questions: diagnosed issues, configured changes, trained users and built reports.
Administered Google Workspace accounts and permissions, and coordinated troubleshooting, procurement and system changes.
Worked with colleagues and senior stakeholders to improve processes, communicate changes and handle operational issues.

Primary Teacher & History Lead

Jan – Aug 2023

Milton CofE Primary School, Cambridgeshire

Supported staff with day-to-day technology problems and coordinated resolution with the external IT provider.
Advised governors and senior leaders on technology purchases and infrastructure improvements.

Primary Teacher & History Coordinator

Sep 2021 – Jan 2023

Queen Emma Primary School, Queen’s Federation, Cambridge

Helped colleagues resolve everyday technical problems and use digital teaching resources effectively.

Primary Teacher, Computing Coordinator & IT Lead

Jul 2016 – Aug 2021

Morley Memorial Primary School, Cambridge

Provided hardware and software support, diagnosing faults and escalating complex problems to The ICT Service.
Supported parents with remote-learning technology during school closures, troubleshooting by phone and explaining solutions step by step.
Administered Google Workspace, delivered staff training and led technology purchasing and equipment upgrades.

Certifications & development

Microsoft Applied Skills: Get started with identities and access using Microsoft Entra — credential earned, October 2026.
Atlassian: Get Started Quickly with Jira Service Management — course completed, October 2026.
Cisco Networking Academy: IT Customer Support Basics — course completed, October 2026.
ITIL 4 Foundation: currently studying; certification examination not yet taken.

Qualifications

NPQSL, Best Practice Network — October 2025.
PGCE with Qualified Teacher Status, University of Greenwich — 2015–2016.
BA Studies in Primary Education, 2:1, Nottingham Trent University — 2011–2014.

Personal technical projects

Maintain self-hosted services at home and build small Python automations, including a modular JSON-based CV generator and editor. Comfortable experimenting with new tools and troubleshooting hardware and software configurations.