About
Highly skilled IT Service Management professional with over 4 years of progressive experience in Managed Services environments, specializing in enhancing system stability and optimizing service delivery across Microsoft technologies. Expert in incident response, cross-team coordination, and ITIL frameworks, consistently reducing downtime and improving user satisfaction. Eager to leverage a proven track record in technical support, process improvement, and stakeholder communication to drive operational excellence and contribute to strategic IT initiatives.
Work
Advania SA
|Support Engineer / 2nd Line
→
Summary
Leads 2nd line technical support for critical Microsoft 365, Exchange Online, and Teams Admin Center environments, ensuring high system availability and user productivity.
Highlights
Delivers advanced 2nd line support for Microsoft 365, Exchange Online, and Teams Admin Center, resolving complex user accounts, email flow, group policy, and network access issues.
Manages end-to-end user lifecycle, including mailbox creation, license assignment, and AD group management, streamlining onboarding processes.
Deploys and configures software and devices efficiently using Microsoft Intune, ensuring secure and standardized endpoint management.
Collaborates effectively with cross-functional teams, escalating unresolved issues and ensuring strict adherence to Service Level Agreements (SLAs).
Uptime
|Service Desk Engineer (L1 Support)
→
Summary
Provided essential first-line technical support, resolving a wide array of IT incidents and contributing to knowledge management.
Highlights
Provided prompt first-line technical support via phone, email, and remote tools, resolving common hardware, software, and connectivity issues.
Efficiently logged and prioritized incoming incidents using ServiceNow, contributing to organized service delivery.
Assisted users with Office 365 configurations and onboarding, ensuring smooth system integration for new users.
Maintained and enhanced documentation and knowledge base articles, improving self-service capabilities and team efficiency.
City of Cape Town
|Clerk
→
Summary
Provided comprehensive administrative and clerical support, optimizing documentation and information management for municipal operations.
Highlights
Managed critical documentation and record-keeping for administrative and clerical support functions, ensuring data integrity and accessibility.
Efficiently handled service-related inquiries, accurately routing requests to appropriate departments to expedite resolution.
Processed a high volume of forms and reports in strict compliance with municipal standards, maintaining accuracy and regulatory adherence.
Maintained confidentiality of sensitive information and supported overall workflow efficiency through meticulous organizational practices.
Computacenter
|Support Engineer / 2nd Line
→
Summary
Delivered comprehensive 2nd line support for enterprise users across diverse Microsoft and virtualized environments, ensuring system stability and operational continuity.
Highlights
Supported enterprise users across Exchange, Windows Server, and Teams, resolving complex technical issues to maintain high system availability.
Administered Active Directory, including user provisioning, group management, OU organization, and GPO troubleshooting, enhancing network security and access control.
Managed large-scale software deployments and patching via SCCM and Intune, ensuring system updates and vulnerability remediation.
Provided expert support for SharePoint, Exchange Online, and OneDrive, resolving user and system issues to optimize collaboration platforms.
Assisted in major incident response, contributing to rapid issue resolution and minimizing downtime for critical business operations.
Computacenter
|Incident Manager
→
Summary
Led critical incident management processes, coordinating cross-functional teams to swiftly resolve IT disruptions and enhance operational resilience.
Highlights
Coordinated and led bridge calls with IT teams and stakeholders, facilitating swift resolution of critical incidents.
Authored comprehensive post-incident reviews, contributing to a 25% reduction in repeat incidents through root cause analysis and corrective actions.
Assessed incident impact and severity accurately, ensuring proper escalation and resource allocation to minimize business disruption.
Maintained transparent stakeholder communication and ensured strict adherence to Service Level Agreements (SLAs) throughout the incident lifecycle.
Conducted proactive trend analysis and implemented process improvements, enhancing overall incident management efficiency and effectiveness.
Computacenter
|Junior & Senior IT Service Desk Agent
→
Summary
Progressed from Junior to Senior IT Service Desk Agent, demonstrating leadership in improving service delivery and resolving a high volume of technical issues.
Highlights
Supervised a team of technicians, improving overall ticket response time by 20% through effective guidance and workflow optimization.
Resolved over 1,000 tickets in ServiceNow, addressing a broad range of technical issues and enhancing user satisfaction.
Authored comprehensive knowledge articles, empowering users and reducing recurring support requests.
Implemented a refined triage and priority handling system, which reduced overall resolution time by 37%.
Education
College of Cape Town
Junior Web Developer Certification
Web Development
Grassdale High School
High School Diploma
General Studies
University of South Africa
Diploma (In Progress)
Human Resource Management
Skills
IT Service Management & Operations
ITIL Frameworks, Incident Response, Service Delivery, Problem Solving, Troubleshooting, SLA Adherence, Customer Support, Knowledge Management, Trend Analysis, Process Improvement, Triage, Prioritization, User Onboarding/Offboarding.
Microsoft Ecosystem
Microsoft 365, Exchange Online, Teams Admin Center, Active Directory, Azure AD, SharePoint, Office 365, Windows Server Management, Microsoft Intune, SCCM.
IT Systems & Tools
ServiceNow, VMware, Hyper-V, Mimecast, Kaseya, IT Glue, SAP, ITSM, Datto, Bomgar, Remote Tools.
Networking & Security
VPN, VLAN, Firewalls, DNS, VOIP, Network Access Issues.
Communication & Collaboration
Cross-team Coordination, Stakeholder Communication, Professional Customer Communication, Team Collaboration, Bridge Calls.
Administrative & Documentation
Documentation, Record-keeping, Workflow Efficiency, Confidentiality, Form Processing, Report Generation.