Thomas Penny | Support Engineer & Data Analytics

Hi, I'm Thomas Penny

Based in Cambridge, UK

MEng Chemical Engineer & MSc Computer Science

Support Engineer for Metaswitch & Microsoft

Telecommunications, IT Support, Data Analytics

Projects

                
Lateral Cephalogram Analysis
                  Desktop application for PhD research in Orthodontics.
                
                Accomplishments
                Tools: Python, Tkinter, Matplotlib
Automated image analysis for lateral cephalograms.
Generated visual reports of analysis results.
Improved accuracy and efficiency (time per image analysis down 90%).

Credit Card Fraud Detection
                  Desktop Application demonstrating credit card fraud detection using ML, Sampling and XAI.
                
                Accomplishments
                Tools: Python, Tkinter, Scikit-learn, XGBoost, SHAP, LIME.
6 classification models, 3 sampling methods.
Generated comprehensive visual reports including AUC-ROC curves, confusion matrices.

Palpost: A mock social media site
                  Used to showcase my portfolio further.
                
                Accomplishments
                Tools: HTML, CSS, JavaScript, PHP, SQL
Users can create accounts, update profile information and interact with posts.
Uses an SQL database to manage user data and posts.

Creation and Analysis of Company DB
                  DB Created in SQLite, Analysed using SQL & Python in Jupyter Notebook.
                
                Accomplishments
                Languages: SQL, Python.
Created Database using SQL commands in SQLite, with 13+ tables with various relationships.
Performed data analysis using SQL queries and Python (Pandas, Matplotlib) in Jupyter Notebook.

Video Call Website
                  Simple video call website using WebRTC, Firebase and JavaScript.
                
                Accomplishments
                Implemented video call functionality using WebRTC for peer-to-peer communication.
Firebase for signaling and real-time messaging between clients.
Up to 10 participants supported in a single call.

Smart Scheduling for TSP
                  With a list of addresses, create optimal booking times to see your clients efficiently.
                
                Details:
                Launcher and 4 separate apps designed for end to end client management.
Import the addresses and automatically generate a map via API.
Configure regions automatically, with optional manual adjustments.
Find optimal booking times. Generate messages for your clients.
Automatically create calendar appointments for Outlook.

Gemini Web Extension
                  Simple web browser extension to access Gemini to analyse webpages for readability and summarization.
                
                Details:
                Insert your Gemini API key to enable seamless integration.
Summarize the page, or ask questions about its content.
Far less clunky and obstrusive than built in AI tools such as Copilot...

Local AI Webpage Analyzer
                  Browser extension that highlights important sentences on webpages using local AI. No API keys required!
                
                Details:
                Tools: Python, FastAPI, Sumy, NLTK, JavaScript
100% local processing - all analysis runs on your machine for complete privacy.
Instantly highlights key sentences directly on any webpage with visual feedback.

Experience

Microsoft – Azure for Operators

Support Engineer

Managed mission-critical incident response for global Telecom infrastructure, providing 1st and 2nd line support to ensure high availability and rapid resolution of emergency service outages.
Diagnosed and resolved complex system issues remotely using Linux command-line via SSH and in-house RMM, ensuring timely resolution of customer environments.
Maintained and optimized hybrid-cloud infrastructure for enterprise customers across Microsoft Azure, VMware, and on-prem deployments.
Specialized in 'Perimeta' Firewall-SBC and 'Call Feature Server' softswitch, providing 2nd-3rd line support for products.
Managed hardware replacement program for 500+ companies comprising 2,700+ server blade elements, conducting regular stakeholder meetings.
Drove operational efficiency by developing automated monitoring using SQL and Power BI, achieving 50% reduction in missed calls and improved SLA adherence.
Technologies: Microsoft Azure, VMware, Linux, SQL, Power BI, Python

Mar 2021 - Oct 2024 | Belfast, UK

Metaswitch

Support Engineer

1st and 2nd line support for global telecommunications infrastructure, answering customer calls, triaging issues, and escalating to engineering teams as needed.
Ramped up on Metaswitch products and technologies, telecom and networking, gaining proficiency in troubleshooting and support.

Oct 2020 - Mar 2021 | Belfast, UK

Education

Abertay University

Degree: MSc Computer Science with Data Analytics
Grade: Distinction (4.07) GPA
Graduated: November 2025

Key Focus Areas:

Python, JavaScript, HTML, CSS, PHP, SQL
Web Development, Databases, Machine Learning, Statistics, Data Structures & Algorithms

Heriot-Watt University

Degree: MEng Chemical Engineering
Grade: 1st Class Honours
Graduated: June 2020

Key Focus Areas:

Design Projects: Sulhpuric Acid Production, Data Centre Cooling, Dye Manufacturing
Technologies: CAD, Python, Aspen
Research: Breaking Chiral Symmetry of NaClO₃ Crystals

Contact

pennythomas@hotmail.co.uk

github.com/thomaspenny

linkedin.com/in/thomaspenny1