David Marais Email & Phone Number

Asset management

Hook, Hampshire

Hook, Hampshire

Newbury

Vivantio service desk software implemented 01/08/2012 after evaluating six products. Dealing with first and second line issues reported via email and telephone Liaising with the 3rd line team in order to resolve user and system issues Processing digital certificate applications, which included a secure vetting process via a third party system Procedure creation for new and existing customers Assisted in the setting of the new mobile device certificate system. Specifically creating user guides, testing the client interface on iPad's and iPhone's and overall web landing page design. Involved in evaluating externally hosted MS Exchange 2010 providers, with the aim to migrate from our existing pop hosted platform. This was successfully completed mid October.

London, United Kingdom

1st and 2nd line telephone and email support.Windows XP with Office 2003Windows 7 with Citrix Xenapp, Office 2010, SharePoint 2010 and Lync 2010.Liaising with 3rd line supportMentoring of newly appointed apprentice

London, United Kingdom

Contract 1st and 2nd line support

Basingstoke

Hands on management role in an infrastructure support team of seven that covers IT procurement, telephony and 1st/2nd/3rd line support. 32 remote sites and over 750 users.

Basingstoke

Management and control of up to 4 support analysts performing 1st and 2nd line support functions, IT purchasing and Telecoms administration and purchasing.Led the way in changing methods and habits used by the helpdesk including logging all calls, regular call updates, regular client updates, accurate call closure descriptions, chasing up third parties, single point of contact, standardizing work methods, recording and controlling processes and procedures.

Eastleigh, Hampshire, Uk

Managing a 3 man team that supported an inhouse document management system running on external clients' environments

Outsourced IT support company. 1st/2nd line servicedesk support function; deputy team leader; service improvement team member; Document controller; Change manager.

PCB assembly and testing

Johannesburg, South Africa

2nd and 3rd line support of 50 desktop users and internal infrastructure including small server farm. Was also responsible for training a non skilled assistant.http://www.raf.co.za/Pages/RAFDefaultFrontPage.aspx

Pretoria, South Africa

Military design and manufacturing company. Planned and documented processes for electronic PC Board manufacture using autocad and works instructions.

Pretoria, South Africa

Cosmetics manufacturing, bottling ,labelling and packaging company. Management of 120 staff and 15 high speed production lines. Night shift manager for 12 months. Responsible for machine setup, product changeover, raw materials availability and quality control.

National Diploma Production Management (South Africa), Production Management, B

Production Management 1, 2 and 3; Production Management Techniques 1 and 2; Work Study 1 and 2; Statistics; Labour Law; Management.

Education record

Activities and Societies: 1st team hockey, photography club, team tennis, swimming team, corporal in cadets