IT Support Paladin · Level 5 · Lawful Good

MILOSZ CALUS

Service Desk Analyst  ·  Systems Administrator  ·  Unified Comms Specialist

Results-driven IT professional specialising in unified communications, Microsoft 365 and enterprise VoIP environments. Level 3 ICT — Distinction. Bilingual in English & Polish. Based in Bristol, UK.

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Bristol, United Kingdom

Character Sheet

About Milosz

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I'm an IT Support professional with hands-on experience delivering first- and second-line technical support across enterprise communication platforms, Microsoft 365 environments, and end-user hardware.

At Conversant Technology, I specialised in Unified Communications — diagnosing complex VoIP and SIP issues, managing Microsoft Teams Phone deployments, and supporting platforms like Luware, 3CX, and ROGER365.

I thrive in fast-paced environments where clear communication and quick thinking matter. Being bilingual in English and Polish gives me an edge when supporting diverse teams and international clients.

Outside of work, I love building PCs, exploring programming, rolling dice in Dungeons & Dragons, and diving into space & physics — passions that naturally fuel my technical curiosity.

CHARACTER SHEET
MILOSZ JAROSLAW CALUS
INT 18 M365 · AD · Scripting
WIS 17 Root Cause Analysis
CHA 16 Bilingual EN/PL
DEX 15 Fast Resolution
CON 15 System Uptime
STR 14 Hardware · Infra
ClassIT Support Paladin
Level5 · Distinction
GuildConversant Technology
LocationBristol, UK
LanguagesEnglish, Polish
AlignmentLawful Good

Spellbook & Abilities

Core Skills

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📞
Unified Communications
VoIP / SIPTeams Phone Direct RoutingVoice Routing 3CXLuware ROGER365CDR Log Analysis Call Recording
☁️
Microsoft 365
M365 AdminActive Directory Group PolicyUser Provisioning LicensingDial Plans
🖥️
Infrastructure
Windows ServerDHCP / TCP/IP Network PatchingCable Management Hardware Repair
🎫
Service Desk
ITIL FundamentalsIncident Management Ticket ManagementRoot Cause Analysis Stakeholder Mgmt
🐍
Development
Python (Entry-Level) ScriptingAutomation
🤝
Soft Skills
Customer ServiceBilingual EN/PL CommunicationProblem Solving Time Management

Quest Log — Completed Missions

Professional Experience

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2025 — 2026
IT Support Analyst — Unified Communications
Conversant Technology
  • Provided first-line technical support for Microsoft Teams Phone and unified communications platforms including Luware, 3CX, and ROGER365 via customer portal, maintaining high resolution rates.
  • Diagnosed and resolved VoIP and SIP connectivity issues by analysing Call Detail Records (CDR) and network data, improving call reliability and reducing repeat incidents.
  • Provisioned users and managed licensing within Microsoft 365, configuring voice routing policies, dial plans, and calling features to meet business requirements.
  • Identified and resolved Direct Routing errors including SIP response failures and network-related events, minimising service disruptions.
  • Assisted customers with VoIP and call recording deployments, supporting implementation and post-deployment configuration.
  • Delivered clear, professional communication throughout the incident lifecycle, contributing to measurable improvements in customer satisfaction scores.
2023 — 2024
IT Support Technician
Limbs & Things
  • Installed software, upgraded hardware, and maintained IT systems across departments, ensuring maximum uptime and operational continuity.
  • Raised purchase orders and liaised with vendors and internal stakeholders to coordinate procurement and delivery of technical solutions.
  • Provided end-user support across the organisation, acting as a first point of contact for IT issues and resolving incidents in a timely manner.
  • Maintained system reliability through proactive hardware maintenance, reducing reactive support requests.
  • Fostered strong working relationships between IT and non-technical departments through clear communication and a customer-first approach.
2022 — 2023
Operations
Spitfire BBQ
  • Managed daily operations independently, developing strong problem-solving, prioritisation, and time management skills directly transferable to IT incident handling.
2018 — 2021
Customer Service Advisor
TGI Fridays / TRG Concessions
  • Delivered high-volume customer service under pressure, building communication, teamwork, and conflict resolution skills essential for IT user support.
2016 — 2018
Operations Agent
Bagport — Bristol Airport
  • Managed operational processes and customer enquiries independently, demonstrating accountability and strong organisational skills.

Feats & Achievements

Education & Qualifications

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Distinction
Level 3 Information Communications Technician
ESTIO Training Limited
2023 — 2024  ·  Completed with Distinction
A Levels
Mathematics · AS Computing · BTEC Business
St Brendan's Sixth Form College
Bristol
GCSEs
Mathematics, ICT / Business, Science
Brislington Enterprise College
Maths A  ·  ICT/Business B  ·  Science B

Personal Lore

Interests & Hobbies

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🖥️ PC Building & Hardware
🐍 Programming & Scripting
🚀 Space & Physics
📜 Language History
🎮 Gaming History
⚔️ Dungeons & Dragons
🌆 Exploring Bristol & Surrounds

Open a Portal

Get In Touch

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I'm open to new opportunities in IT support, unified communications, or systems administration. Whether you have a role in mind or just want to connect — send a raven my way.

Location // Bristol, United Kingdom
Languages // English & Polish (Bilingual)
Status // Open to new roles