• Oversee the support staff stationed across South Africa. • Manage the helpdesk function and allocation of support to staff. • Handling of escalation requests and queries • Supervise support requests. • Conduct quality assurance for all requests. • Client billing on requests raised and conduct billing audits to ensure clients are billed for support used as per terms and conditions of our service provided (within SLA). • Ensuring support tickets are dealt with based on their priority level. • Staff management (leave, disputes and mediation) • Managing internal projects and improvements. Notable improvements are designing and submission of performance rating function within in house helpdesk software, automation of key processes within the software for billing, ticket monitoring and client services in line with our business model. • Regular performance rating/appraisal of all support staff. • Assist with support overflow during peak periods. • Update and create content for staff training. • Overseeing franchise/franchisee support and billing to ensure they are in line with internal service level agreement. • Secondary role of Implementations Manager (>1 year). In charge of software roll out to new clients. • Conduct meetings with new clients and plan the rollout of the software-based on client’s needs. • Ensure all requirements are in place and ready for implementation. • Document all information and hand over to consultant to conduct the implementation. • Check in regularly to ensure software rollout is going as planned and manage any issues. • Post-implementation queries and support with client

-Oversee 100% of requests/Incidents-Manage a team of 1st and 2nd line IT Support technicians.-Evaluate technician performance and help motivate and set personal performance goals to increase efficiency and productivity. -Implemented a KPI structure based on number of tickets/requests, time Spent, tickets within/out of SLA and work logs/formatting structure. -Facilitated in costing for business growth by working on lowering the cost of infrastructure to fulfill business requirements i.e. work on cheaper options within business client budgets and recommending cheaper alternatives to existing clients within CCI.-Managing technician overtime for out of hours work and handing over to finance.-Built reporting mechanisms that better utilized help desk software to send out reporting to senior management on a regular basis. This included per site, per technician, per client variants.-Act as escalation point for all requests and incidents-Decisive help-desk planning, implementation and development of support functions in –line with best practices within the business.-Establish and maintain formal incident management procedures-Train, coach and mentor staff, including career development-Structuring and implementing shift rotations including campaign growth and weekends-Work to make Service Desk the single source all technology related requests/incidents.-Manage process for communicating P1 (High Priority) and P2 (Medium priority) activities to the organization.-Manage vendor relationships as it depends on daily operational needs-Remains on-call during off-peak hours to respond to support service issues-Establishing and increasing First Time Fix for the Help Desk role-Delivering quality service by establishing and enforcing the IT strategic plan-Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities-Mitigates team conflict and communication problems

- Ensure that all projects are delivered timely, within scope and within budget supplied by the client. This included costs of all IT infrastructure needed. - Attend client meetings to discuss any changes and manage expectations. This sometimes involved negotiating timelines for specific tasks.- Initiate change management processes for non-BAU work- Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.- Ensure resource availability and allocation - Develop a detailed project plan to monitor and track progress- Manage changes to the project scope, project schedule, and project costs.- Coordinate internal resources and third parties/vendors for the smooth execution of projects.- Measure project performance using appropriate tools and techniques- Report and escalate to management as needed- Successfully manage the relationship with the client and all stakeholders.- Perform a risk analysis to identify any risks associated with the project.- Establish and maintain relationships with third parties/vendors.- Create and maintain comprehensive project documentation.

• Providing 1st line support, maintaining, repairing and replacing computer components as well as install, configure, test and maintain operating systems, application software and system management tools.• Managing the IT Service desk where all queries come through and assigned to the relevant departments. • Logging faults with external/internal service providers. • Working out of office hours to complete tasks outside of company BAU times. • FTP configuration and support.• Multi-function printer configuration and security.• VM ware virtual environment, VM view and virtual VDI pools configuration and support.• Basic administrative support duties, as required, to meet specific operational objectives e.g. Kaspersky, OPmanager critical alerts, AD maintenance and Audits, File Server maintenance, Vodacom SMS portal, etc. • Exchange server mailbox maintenance and configuration.• Patching of network and phones.• Setting up new users and disabling expired accounts in accordance with HR requirements.• Preparing/Updating documentation, meeting materials and correspondence.• Providing assistance and support to 1st Line Support in.• FTP maintenance and configuration.• Mentoring and development of 1st Line support technicians. • Providing assistance and support to 3rd Line Support and assisting with Project level requests. • Provisioning phones on the network.

• LAN Administrator• Hardware and software troubleshooting alternate methods.• Telephonic support for college students and staff• Experience on XP, Win7, Mac and SBS 2007 OS• Working on and Maintenance of Company Management Information System.• MS office 2007 and 2010 (Word, Excel, Power point, Outlook 2007).• Create Management/Statistical reports.• Server Management, working with active directory, Mail servers, Call management systems.• Maintaining and updating policies on the firewall• Maintaining the integrity of student details on the MIS.