An adaptable, knowledgeable and well-respected IT & Service Delivery Professional with expertise in team leadership and the support/delivery of complex technologies.
Windows Server/Desktop
Linux/CLI (Various Distros)
Microsoft Azure
Virtualisation/Containerisation
Storage
Enterprise Networking
Endpoint Security
Backup/Disaster Recovery
Scripting/Automation (Powershell)
12 GCSEs - Grade A to C, including Math and English
AS Level – Music Technology
Leadership & Development
Advanced Networking
Enterprise Deployments
Hiring & Onboarding
Resourcing Allocation
Problem Solving
Troubleshooting
Documentation
Strategic Thinking
Decision Making
Project Delivery
Customer Service
Solution Architecture
Microsoft 365
Salesforce
Slack
Cursor
ChatGPT Enterprise
Lucidchart
Dynamics 365
Sigma
Quip
Zoom
Teams
Slack
Workday
Smartsheets
Alchemer
DocuSign
JIRA
Ericsson Enterprise Wireless (formerly Cradlepoint) Certified Network Professional [2026]
Palo Alto Accredited Configuration Engineer (ACE) [2018]
Veeam Certified Engineer v9.5 (VCE) [2018]
Citrix Certified Professional (CCP-V) [2016]
Asigra Certified Professional (ACP) [2016]
Tintri Certified Systems Engineer (TCSE) [2016]
Microsoft Certified Technology Specialist (MCTS) [2015]
Microsoft Certified Professional (MCP) [2012]
CompTIA A+ [2011]
Artificial Intelligence for Product Managers (delivered by Shira Weinberg Harel)
Understanding generative AI - Nano Tips for Using ChatGPT for Business (LinkedIn Learning)
Rules for Rising Leaders (LinkedIn Learning)
Communicating with Confidence (LinkedIn Learning)
Supporting Employees through Grief as a Leader (LinkedIn Learning)
Communicating with Emotional Intelligence (LinkedIn Learning)
Unconscious Bias (LinkedIn Learning)
How to Manage your Manager (LinkedIn Learning)
Being an Effective Team Member (LinkedIn Learning)
Technical Lead — Metropolitan Police, Digital Interview Rooms (Axon), 2023–2025:
Delivered digital evidence transformation for MPS across 50+ sites (~250 rooms).
Performed site surveys and produced implementation reports feeding solution design, dependencies, and deployment sequencing.
Designed a repeatable deployment standard incl. network diagrams and patching/addressing schedules, enabling contractor-led installs and reducing deployment variance/errors.
Oversaw and supervised external contractors on site, ensuring adherence to standards, safety, and installation quality.
Built/maintained test and acceptance artefacts (scripts, checklists, sign‑off evidence) to validate installs consistently across multiple sites.
Authored and maintained runbooks, architecture diagrams, and installation records to improve handover quality and reduce downstream Support effort.
Executed install/configuration/testing per site, managing local constraints (network/security policies, legacy cabling, on‑site access, stakeholder availability);
Troubleshot end‑to‑end issues across hardware, OS, networking, and cloud integration; escalated to engineering with clear diagnostics context when required.
Outcome: programme completed to schedule, migration from legacy DVD to modern Cloud storage (introducing operational cost savings), reduced support tickets and faster officer workflows.
Available upon request
AARON LINSCOTT
Profile
Hands‑on Technical Account Manager & delivery leader with 15+ years’ experience spanning technical support, professional services, and service delivery across enterprise and public‑sector environments. Proven ability to own complex technical programmes end‑to‑end, troubleshoot multi‑layer issues across networking, OS, identity, and cloud systems, and act as the senior technical escalation point for mission‑critical customers. Strong background in Linux/Windows systems, networking, APIs, virtualisation, and SaaS deployments. Adept at translating customer needs into actionable technical requirements, influencing product direction, and driving reliability at scale.
Eligible to work in the UK
Full UK Drivers Licence
Able to obtain UK security clearance
Professional Experience
Senior Embedded Technical Account Manager
AXON | March 2026 - Present
Senior technical owner for the UK’s largest law‑enforcement organisation
Accountable for long‑term platform reliability, escalations, and technical strategy across Axon’s hardware and SaaS ecosystem.
Lead complex, multi‑phase technical programmes (e.g., nationwide hardware refreshes, platform migrations), owning planning, governance, risk management, and cross‑functional execution.
Troubleshoot and resolve advanced issues across networking (TCP/IP, DNS, DHCP, firewalls), Windows Server, Azure (Entra ID), APIs, and JSON‑based configurations.
Conduct deep‑dive investigations including reproduction, log analysis, and root‑cause isolation; collaborate with engineering to drive fixes and product improvements.
Translate customer requirements into clear technical specifications; act as internal advocate influencing product direction and roadmap decisions.
Deliver executive‑level communication to ensure alignment across technical teams, programme stakeholders, and leadership.
Lead Voice of Customer (VOC) sessions to surface operational insights and drive product enhancements.
Maintain detailed understanding of customer infrastructure, security policies, procurement processes, and architectural constraints.
Produce high‑quality technical documentation, integration guides, and knowledge base articles to improve customer self‑service.
Ensure SLRs and contractual obligations are consistently met through proactive monitoring and structured escalation processes.
Manage logistics, deployment records, RMAs, and asset tracking across multi‑site rollouts
Manager, Service Delivery UK
AXON | January 2025 - March 2026
Owned Service Delivery strategy & cross-functional deployment team
Led a cross‑functional delivery org (Project Managers, Professional Service Managers, Technical Account Managers & System Integration Engineers) following a business reorganisation; maintained delivery continuity and clear ownership.
Defined team KPIs and individual goals aligned to business metrics; used performance signals to drive service quality and predictability.
Built delivery and CSAT dashboards; translated delivery data into decision‑ready insights for leadership and stakeholders.
Owned escalation management for delivery: coordinated technical and delivery responders to drive timely resolution whilst protecting customer outcomes.
Standardised delivery operations via SOPs/playbooks; improved repeatability and reduced single‑points‑of‑failure in delivery knowledge.
Ran resource allocation and prioritisation to optimise throughput and responsiveness across concurrent deployments.
Drove knowledge‑sharing initiatives across geographically distributed European & Commonwealth teams to improve consistency and reduce rework.
Maintained a Customer Satisfaction (CSAT) score of 100% throughout a 12+ month period.
EMEA Professional Services Manager, Team Lead
AXON | December 2022 - January 2025
Led a remote team of International Professional Services Managers
Managed and coached a distributed team of Professional Service Managers across the UK and Europe; established operating rhythm (1:1s, reviews, onboarding) and consistent delivery standards.
Owned implementation “system of record”: installation records, project tracker, deployment guides, skills matrices, goals, and CSAT survey loop to close gaps between delivery and customer experience.
Conducted installs, configurations & testing of multiple Axon solutions, adapting deployment techniques to the individual needs of each client.
Built and maintained the teams SharePoint knowledge hub (onboarding, training programmes, RACIs, deployment documentation) to accelerate ramp‑up and reduce reliance on tribal knowledge.
Improved delivery processes by proactively identifying recurring implementation issues and removing friction points via standardisation and documentation.
Planned and supported customer delivery on‑site across UK/EU, including coordination with third‑party contractors and customer resources.
Fostered a culture of accountability, collaboration, and continuous improvement focused on predictable outcomes and operational hygiene.
Optimised resource allocation to balance demand, priority, and risk across parallel projects.
Professional Services Manager, UK
AXON | September 2021 - December 2022
Deployed complex SaaS & hardware solutions for UK Law Enforcement
Delivered complex SaaS + hardware solutions for Law Enforcement across UK & Europe; owned technical site assessments, solution design, and integration planning per customer environment.
Conducted installs, configurations and testing of multiple solutions; adapted deployment approach to local constraints and dependencies.
Diagnosed and resolved implementation issues spanning hardware, OS, network, and cloud integration; escalated with clear technical context when engineering involvement was required.
Built deployment documentation: technical requirements, design diagrams, and RACIs to reduce ambiguity and improve first‑time‑right installs.
Trained colleagues, customers, and contractors on installation and operational use across hardware/software/SaaS; improved operational readiness at handover.
Coordinated site operations with Project Managers, contractors, and customer teams to maintain schedule adherence and reduce on‑site rework.
Contributed to improving an in‑field product improvement, based on real deployment feedback loops.
Senior Technical Support Engineer
AXON | July 2020 - September 2021
Supported & triaged complex SaaS & hardware solutions for Global Law Enforcement
Provided front‑line global technical support (email/phone); owned end‑to‑end troubleshooting, follow‑up, and customer communications to restore service quickly.
Triaged issues and determined urgency/priority; collaborated across teams/departments to route change/feature requests and surface emerging trends.
Produced high‑quality bug reports for engineering (clear repro steps, logs, observed/expected behaviour) and tracked trends for reliability improvement.
Created and maintained internal product test environments and administered internal staging environments to reproduce issues and validate fixes.
Authored knowledge base articles and internal documentation on frequent/critical issues, improving consistency and reducing repeat escalations.
Delivered on‑site surveys, support, implementation, and service onboarding; translated customer environment constraints into actionable technical plans.
Provided technical consultations influencing product design and deployment approach based on field evidence and support learnings.
Maintained rigorous case notes and documentation to ensure auditability and continuity across handoffs.
3rd Line Support Engineer/Consultant
BRIGHTCLOUD | March 2018 - July 2020
Delivered pre‑sales technical consultancy and solution design for complex customer environments; translated requirements into implementable architectures.
Led investigation and resolution of escalations from 2nd‑line; handled complex multi‑system faults using structured troubleshooting and root‑cause isolation.
Worked within SLAs, change management, ITIL practices, and ISO 27001/9001 controls; ensured operational and compliance alignment.
Built, supported, and troubleshot Windows Server environments (2012 R2/2016/2019) across physical and virtual (VMware) infrastructures.
Administered and optimised VMware stack (ESXi, vSphere, vROps, vRLI) including performance and log/insight workflows.
Supported and upgraded network/security platforms (Palo Alto, PacketShaper) with focus on stability, throughput, and risk‑managed change.
Installed and maintained Linux server estates (Ubuntu Server, CentOS 7) with production support responsibilities.
Delivered SaaS troubleshooting & configuration (Azure/O365, Mimecast, ThreatPulse) and security tooling support (Trend Micro Deep Security, Bitdefender GravityZone).
Supported core Microsoft services (Active Directory, SQL, Exchange) and Citrix ecosystems (Virtual Apps & Desktops, PVS, StoreFront, WEM, Licensing, ADC/ADM, Endpoint Management, Citrix Cloud, Workspace App, Content Collaboration).
Implemented and supported backup/DR solutions (Asigra, Veeam) with an emphasis on recoverability and operational runbooks.
Developed colleagues via knowledge transfer and technical coaching sessions to raise team capability and reduce escalation load.
Earlier Experience
2nd Line Support Engineer
BRIGHTCLOUD | January 2015 - March 2018
Delivered high-quality technical support, contributing to the overall success of the support team.
Support Team Leader
BRIGHTCLOUD | December 2013 - January 2015
Led a team of support engineers, ensuring compliance with service standards and the effective resolution of customer issues.
Support Engineer
BRIGHTCLOUD | May 2012 - December 2013
Provided technical support and troubleshooting for a range of IT solutions.
Trainee Support Engineer
BRIGHTCLOUD | Nov 2011 - May 2012
Assisted in delivering helpdesk and technical support services, gaining foundational knowledge in IT operations.
Trainee/Acting Assistant Manager
MARSTONS PLC | Dec 2009 - Nov 2011
Developed leadership skills while managing day-to-day operations in a fast-paced resturant environment.
Contract Co-ordinator & IT Assistant
NATIONWIDE Maintenance | Oct 2007 - Nov 2008
Provided support for IT operations, coordinating the deployment of resources and client contracts to enhance operational efficiency.