- Conducted comprehensive reviews of existing workflows and processes such as Major Incident Management and User Access Management. Identifying potential gaps and recommended actionable improvements to streamline processes- Developed and implemented optimised process strategies, ensuring thorough documentation and clear definition of new procedures to facilitate smooth adoption and compliance across the team.- Coordinated with cross-functional teams and stakeholders to align process improvements with business objectives and service standards, resulting in improved service resolution times and user satisfaction.- Led the configuration of a new HelpDesk ticketing system to align with ITIL best practices, enhancing incident, problem and change management processes.- Developed training materials and conducted sessions for staff to ensure effective utilisation of the new system, fostering adherence to ITIL standards and improving service delivery- Monitored system performance post-implementation, gathered feedback and applied iterative improvements to optimise system efficiency and user satisfaction

- Automating day-to-day tasks cutting down time spent by up to 90%- Leveraged data analytics to create insights on ComputeStack resource availability for upcoming project requirements- Monitoring of performance and reliability of servers and health checks with technologies such as Splunk, Grafana and Icinga- Handling high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.- Communicating regularly with customers concerning alerts and potential issues before they become major issues.

- Supported global company of 1,000+ employees- Travelled to international office locations, commissioning/decommissioning Microsoft Servers and Desktops- Managed physical and virtual machines through technologies such as vSphere, SCCM and Lansweeper- Proficient in Microsoft Technologies such as Windows Server, Active Directory, Microsoft Exchange, PowerShell, DNS, DHCP, Group Policy- Supporting Apple mobile phones and macbooks through Mobile Device Management applications- Managing voip devices with Cisco Telephony as well as 3cx telephony systems.