Clayton Annati
Managed Services Engineer
Fgura
Summary
Managed Services Engineer with a strong background in delivering second-line support and resolving complex technical challenges. Expertise in managing escalated tickets and implementing effective solutions to enhance customer satisfaction. In-depth knowledge of specific customer environments, establishing a reputation as a trusted resource. Contributed to team success by producing clear, actionable technical documentation and mentoring new team members through shared insights and practical guidance.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Managed Services Engineer
Codit
Belgium (Remote)
07.2020 - 04.2025
- Provided application and integration support for enterprise solutions deployed on-premises and in the cloud
- Maintained and supported backend integration solutions critical to customers’ day-to-day business operations
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Diagnosed and resolved technical and functional issues using structured analysis and problem-solving skills
- Worked with Microsoft technologies including .NET, C#, SQL Server, Web Services, and Azure
- Supported integration platforms and messaging solutions, including XML-based integrations (XSD, XSLT)
- Assisted the Services and Project teams during integration project implementations and changes
- Handled customer communication primarily via email and ticketing systems, providing clear, professional, and timely updates
- Collaborated closely with an international managed services team and escalation paths (senior consultants, architects)
- Took ownership of incidents and change requests, working independently while contributing to team goals
- Participated in continuous improvement initiatives and knowledge sharing within the integration competence center
DevOps - 2nd Line Technical Support Specialist
NetRefer
Msida
05.2018 - 03.2020
- Assess incoming tickets in a timely manner.
- Troubleshoot client requests.
- Provide development on tickets scheduled for onboarding clients.
- Provide solution and/or advise on further steps to be performed by the client or 1st line support team.
- Document and clearly communicate performed actions.
- Maintain and update client-specific configuration files.
- Maintain and update internal knowledge base used by the team as well as 1st line support.
- Escalate queries that result in defects or features to be forwarded to the Development team.
- Share and promote ideas towards the improvement of the products and the business.
- Good interpersonal skills and an ability to work in a team environment.
- Understanding and/or experience in software programming.
- .NET languages C#, VB.NET
- SQL Server programmability - stored procedures, functions
- JavaScript
- HTML5, CSS
Customer Care Representative - Technical Support Agent
GO plc
Marsa
02.2013 - 04.2018
- Interacting with clients to provide and process information in response to inquiries, concerns, and technical issues.
- Stay current with system information, changes and updates.
- Follow up and make scheduled call backs to clients where necessary.
- Identifying and escalating priority issues per Client specifications.
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV and more.
Senior IT Technician
Scan Malta
Marsa
08.2016 - 02.2017
- Understanding client's requirements to provide live technical service and customer support.
- Building positive relationships with customer.
- Troubleshooting and repairing IT equipment including desktops, laptops, tablets and smartphones.
- Providing Technical Support over phone and e-mails.
- Ability to work on multiple software OS's (MacOS, Linux, Windows).
- Providing on-site visits for repairs, delivery and quotations.
- Maintaining and utilizing company registered vehicle.
- Delivery/collection of faulty products with company's third-party Agents.
- Maintaining communication and cooperation within the company's departments.
- Researching new fault finding techniques, work procedures, new products on the market and in-depth view of future technologies.
Education
Self Study - Microsoft Azure Fundamentals AZ-900
Microsoft
04.2001 -
MySuccess Website Developer - undefined
ICE Malta
Zebbug, Malta02.2018
MCAST-BTEC Higher National Diploma - IT (Software Development)
MCAST
Paola, Malta12.2012
MCAST-BTEC National Diploma - IT (Software Development)
St Martin's Institute of IT
Hamrun, Malta06.2012
MCAST-BTEC Firsts Diploma - IT
St Martin's Institute of IT
Hamrun, Malta07.2010
MATSEC O-Level Qualifications - undefined
St Margaret College, Boys Secondary
Cospicua, Malta06.2008
Skills
Strong analytical and problem-solving mindset when troubleshooting and providing user support
Ability to work independently as well as collaboratively in a team environment
Clear and effective communication skills, including customer-facing communication
Structured, organized, and proactive approach to work, especially in a ticket management environment
Good foundation in technologies (XML, Biztalk, MS Logic Apps, NET Framework, C#, Web Services, SQL, Azure, JSON)
Experience in technical documentation, knowledge base maintenance, and knowledge transfer to support teams
Fluent in English and Maltese; additional languages considered an asset
Timeline
Managed Services Engineer
Codit
07.2020 - 04.2025
DevOps - 2nd Line Technical Support Specialist
NetRefer
05.2018 - 03.2020
Senior IT Technician
Scan Malta
08.2016 - 02.2017
Customer Care Representative - Technical Support Agent
GO plc
02.2013 - 04.2018
Self Study - Microsoft Azure Fundamentals AZ-900
Microsoft
04.2001 -
MySuccess Website Developer - undefined
ICE Malta
MCAST-BTEC Higher National Diploma - IT (Software Development)
MCAST
MCAST-BTEC National Diploma - IT (Software Development)
St Martin's Institute of IT
MCAST-BTEC Firsts Diploma - IT
St Martin's Institute of IT
MATSEC O-Level Qualifications - undefined
St Margaret College, Boys Secondary