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  "basics": {
    "name": "Ryan Cooper",
    "label": "IT Support Specialist",
    "summary": "ITIL-certified IT Support Specialist with 4 years of experience providing 1st and 2nd line support. Skilled in Active Directory, O365 administration, and end-user device management across enterprise environments.",
    "location": "London, UK",
    "profiles": [
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        "network": "LinkedIn",
        "username": "ryancooper",
        "url": "https://linkedin.com/in/ryancooper"
      }
    ]
  },
  "work": [
    {
      "company": "Capita",
      "position": "IT Support Specialist (2nd Line)",
      "location": "London, UK",
      "startDate": "2022-05",
      "current": true,
      "highlights": [
        "Resolve 40+ IT support tickets daily across Windows, Mac, and Linux environments",
        "Manage Active Directory for 2,000+ users including group policies, permissions, and account provisioning",
        "Reduced average ticket resolution time from 4 hours to 1.5 hours through improved triage processes",
        "Led Office 365 migration for 500 users with zero business disruption during switchover"
      ]
    },
    {
      "company": "Computacenter",
      "position": "IT Support Technician (1st Line)",
      "location": "Hatfield, UK",
      "startDate": "2020-08",
      "endDate": "2022-04",
      "highlights": [
        "Provided first-line support via phone, email, and remote desktop for 800+ end users",
        "Maintained 95% first-call resolution rate on hardware and software issues",
        "Set up and configured 300+ laptops and workstations for new joiners including imaging and deployment"
      ]
    }
  ],
  "education": [
    {
      "institution": "University of Hertfordshire",
      "degree": "BSc Information Technology",
      "field": "Information Technology",
      "startDate": "2015",
      "endDate": "2019",
      "score": "2:1 Honours"
    }
  ],
  "skills": [
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    "Active Directory",
    "Networking",
    "ITIL",
    "ServiceNow",
    "Troubleshooting",
    "O365 Admin",
    "Hardware Setup"
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  "languages": [
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      "language": "English",
      "fluency": "Native"
    }
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    "sponsorship": false
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    "yearsOfExperience": 0,
    "seniority": "entry",
    "highestEducation": "Bachelor's"
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