Gauteng, South Africa
➤ 15+ years’ experience managing IT teams, developing and supporting client IT infrastructure ➤ Focused on ensuring optimal performance of client IT systems, excellent service delivery and execution of projects, prioritising timelines and delivering on requirements ➤ Skilled at technology and IT infrastructure assessment, having taken clients from non-existent to thriving IT environments ➤ A motivated and balanced mentor and leader who removes barriers to delivery and ensures all project stakeholders are active and focused ➤ Excels within a high-performance culture, where the customer/client is always a priority IT: Microsoft 365 | Window 7,8,10 | Windows Servers 2003/2008/2011 | Back Up | XP Operating Systems | HP UX | TCP/IP | IPX | INTEL compatible hardware – SCSI, RAID disk subsystems
2012 own new start-up providing IT and consulting services, with all round IT administration, installing and project management service delivery ◆ Client Relationship Management • Secured, negotiated and partnered with a key contract to provide support to all their clients • Working within agreed service level parameters (SLA) to ensure robust resolution of all IT matters • Engaging with clients to agree scope of works, budget and timelines • Project planning and roll out with clients – agreeing on floor plans, cabling, where to place equipment etc • Retaining relationships to further provide consultancy on IT expansion plans and IT infrastructure upgrades ◆ Overview of Contracts and Services Provided • Windows Upgrades – (up to 600 users) planned, managed and executed numerous windows upgrade projects – backup of data, reimaging of laptops to client specs, setup of user accounts • Acting as a full-time engineer for numerous outsourced IT departments – providing desktop support to +850 users – all hardware, back-ups, installation of servers etc • Windows Server upgrades including security configuration, creating user accounts, files and print shares • Primary contact for any IT related queries • Domain administration, server management, WAN and LAN management, cabling infrastructure, network management, Microsoft 365 installations ◆ Operations Management • Sources own sub-contractors for installation projects • Further outsources content writing for website development, retaining final sign off and communication with clients • Invoicing and admin management for all internal requirements • Update of ERP systems and own client database ◆ Achievements • Secured a key contract and consistently met SLA requirements with their clients – Experian, Mattel and ABB • Took clients from non-existent IT infrastructures to fully functioning, capable management of their own IT environments including training to staff in IT positions
Initially employed to manage the technical afters sales and repair team, promoted to IT and Technical Director in (2017) ◆ Team Management • Up to 2013 managed, mentored and led a team of 10 printer technicians (large format HR printers) • Post 2013, recruited a specialist, international team onsite team of 6 technical engineers to manage contracts in Egypt, Morocco, Tunisia and South Africa • 360 management – setting of targets, KPIs, performance management, recruitment, disciplinary and exits, deployment of tasks and review of project status, achieved SLA, successes, challenges and improvements required • Conducting daily meetings (remote) to establish status of projects, escalated solutions • Continual upgrade of product knowledge, generating outstanding levels of after sale service, troubleshooting, resolutions etc ◆ Operations Managed • Responsible for the service delivery and management of domain administration and end user support across 6 national sites • Telephonic support provision for 250 end users • Retained full responsibility for 1 branch totalling 120 users ◊ P&L ownership, costs & expenditure management, set sales targets and forecasts, profit analysis ◊ Drove sales, reviewed and reduced lost opportunities and built a highly capable branch talent pool • Report compilation and analysis of all completed, pending, outstanding tasks and escalations • Retained communication with all key clients and leverage relationships for further opportunities • Knowledge gap analysis and provision of training and development