Michael Kitley Email & Phone Number

Wellington, New Zealand

DTSL is a Managed Service Provider (MSP) offering Microsoft, Voice, Cloud, and Networking services and support to clients throughout New Zealand.Key Deliverables• User Support: Providing technical assistance and support to end-users, addressing hardware, software, and network-related issues promptly and effectively.• Hardware and Software Installation: Installing, configuring, and maintaining computer hardware, peripherals, and software applications according to organizational standards and procedures.• Troubleshooting and Problem Resolution: Diagnosing and resolving technical issues across Microsoft 365, Windows, Server, and 3CX VOIP platforms.• Resource Allocation: Managing team schedules, including shifts, standby rotations, and leave, optimizing workforce efficiency.• Talent Development: Facilitating targeted training programs to elevate team members' technical acumen and job proficiency.• System Administration: Managing user accounts within Microsoft 365, including the creation, modification, and deletion of accounts and permissions.• Lead Project Management Initiatives: Ensuring seamless execution and alignment with strategic business objectives.• FortiGate Security Support: Providing support for FortiGate security devices, including configuration, troubleshooting, and optimization to ensure robust network security.• KPI Management: Directed the development and monitoring of Key Performance Indicators (KPIs), driving high performance and continuous improvement across the team.• Process Creation: Mapped, documented, and optimized team processes, providing comprehensive training to ensure operational efficiency and awareness.• Team Leadership: Motivating and leading the team to achieve high performance, fostering a collaborative and productive work environment.• Performance Reviews: Conducted thorough performance reviews, offering constructive feedback and setting clear performance goals to drive individual and team success.

City Of Johannesburg, Gauteng, South Africa

As the Head of Support, I oversee the technical support desk, manage a team of 20 support engineers (Network (NOC), Security (SOC), Cloud), and am responsible for automating internal systems, enforcing change management processes, and providing expert technical assistance. I hire new staff, complete performance appraisals, and ensure engineers meet KPIs. Additionally, I handle major support escalations and outages, report to the Operations Manager, and collaborate with the Chief Technology Officer and Managing Director. Overall, my goal is to ensure business growth and deliver exceptional service to clients.Reports to the Operations Manager, and engages regularly with the Chief Technology Officer and the Managing Director, while also managing a team of (20) support engineers.Key Deliverables• Set up and track KPIs to ensure constant delivery of service and measurable improvements.• Monitor client-logged tickets to ensure they are attended to in a timely manner by the support engineers.• Provide employees with appropriate training courses to further their job knowledge and skill sets.• Ensure service desk documentation for procedures, standards, and rules are up to date.• Manage the team roster, specifically shift times, standby, and leave. • Assist with driving and ensuring internal and client escalations (P1 Critical tickets) are dealt with timeously to adhere to SLA times.• Generate weekly and monthly reports to monitor team performance.• Provide Reason for Outage (RFO) documentation, as well as own major incidents/outages and ensure clients are notified.• Hold Root Cause Analysis (RCA) sessions post-major incidents to ensure effective corrective measures are put in place to avoid future disruptions. • Assist with critical client escalations.• Keep track of security device license registrations and ensure renewals take place timeously to avoid client service disruptions.• Head up and chair the weekly Change Advisory Board (CAB).

City Of Johannesburg, Gauteng, South Africa

As Technical Manager, I have successfully overseen teams responsible for system management, data centers, cloud hosting, infrastructure cabling installation, security support and installs, ensuring high-quality services and support while developing a strong and motivated team. Key Deliverables•Efficiently manage SLA times, ensuring timely resolution of issues and adherence to service level agreements.•Track and analyze KPIs to measure performance, identify areas for improvement, and drive continuous enhancements in service delivery.•Monitor budgets and queues to optimize resource allocation, maintain cost-effectiveness, and ensure seamless operations.•Handle escalations in a proactive and timely manner, resolving critical incidents and minimizing disruptions to business operations.•Attract, retain, and develop top talent within teams through effective leadership, mentoring, and growth opportunities.•Foster collaboration and effective communication with the Operations Manager, Chief Technical Officer, and various business units to align strategies, priorities, and goals.•Oversee the management and coordination of Systems & Cabling Engineers, Data Centre Engineers, and Hosting Support Engineers to ensure smooth operations and efficient project execution.•Continuously improve processes, workflows, and standards to enhance efficiency, quality, and customer satisfaction.Key Projects & Accomplishments•Assisted IS Software Development Team with the creation of a Security installations audit utility, which was developed to provide automated assurance post installation of client firewalls along with a compliance rating.•Coordinated specialised hosting resources to work with the IS Network Operations team to assess the health of the IS Hosting network and rectify network anomalies to increase IS hosting network stability.

South Africa

As a Senior Systems Support Engineer (Team Lead), I handled a diverse range of responsibilities including managing daily client backup tape rotations, troubleshooting and installing server hardware/operating systems, supporting virtual machine deployment, assisting with client backup software installation and support, and creating/modifying external-facing DNS records. Additionally, I took charge of domain registration and updates, as well as providing email support and troubleshooting.Key Deliverables•Manage daily client backup tape rotations to ensure data integrity and availability.•Troubleshoot and install server hardware and operating systems, ensuring optimal performance and reliability.•Deploy and provide support for virtual machines, enabling efficient utilization of resources and meeting client requirements.•Install and support client backup software, ensuring successful data backups and efficient restoration processes.•Create and modify external-facing DNS records, maintaining accurate and up-to-date domain information.•Register new domains and update domain information, facilitating smooth domain management for clients.•Provide email support and troubleshooting to address client issues and ensure reliable email communication.•Ensure the smooth daily operation of the system support team as a Team Lead.•Run daily performance reports on the team for management review, providing insights into team productivity and efficiency.•Prioritize and resolve high-profile client escalations, taking ownership to ensure prompt resolution and client satisfaction.•Facilitate knowledge transfer among junior and senior engineers to foster a collaborative and learning environment within the team.Key Projects & Accomplishments• Assisted Vendor Software Development Team with the creation of an online portal allowing IS clients to manage their own Domain records.

East London, Eastern Cape, South Africa

As a Senior Systems Engineer, my primary focus was on Linux-based systems, where I played a critical role in addressing client-logged faults and ensuring end-to-end resolution. I was responsible for the deployment and maintenance of the organization's internal IT infrastructure. My daily tasks included hardware and software troubleshooting, internet connection setup and troubleshooting, virus removal, and system security measures.Key Deliverables• Assist and take ownership of client-logged faults, providing comprehensive support.• Deploy and maintain the internal IT infrastructure, ensuring smooth operations and optimal performance.• Troubleshoot and repair computer hardware and software issues.• Install and troubleshoot various internet connections, ensuring reliable and secure network connectivity.• implemented security measures to safeguard systems against intrusions.• Provide telephonic technical support to customers, hardware, software, and internet-related queries.• Set up and manage Windows 2003 servers, including domain creation, network share security, and configuration of active directory users and group policies.• Configure workstations on Windows 2003 and 2008 domains.• Install and configure Microsoft Server 2003 and 2008 within the Mars Technologies organization.• Install and configure Microsoft SQL 2005, enabling reliable database management and access.• Configure IIS server with PHP and MYSQL support and extensions, facilitating web application development and hosting.• Maintain onsite UNIX server, ensuring its optimal performance and availability.• Install and maintain office VPN, Site Servers, and Microsoft Terminal Server, supporting secure remote access.Key Projects & Accomplishments• Assisted with the overhaul of the existing server room for Passenger Rail Agency of South Africa along with refreshing all existing server room hardware (which included migration of services)

East London, Eastern Cape, South Africa

As a Senior IT Engineer, I have been involved in a wide range of computer hardware and software activities, including troubleshooting, repairs, and sales of hardware and software components. I have extensive experience in installing and troubleshooting various internet connections, removing viruses, and ensuring system security. Additionally, I have been responsible for building computers, installing operating systems and software, handling customer callout repairs, and providing telephonic technical support. I have also been involved in infrastructure planning, Pastel Accounting software installation, server management, network configuration, security implementation, backup system setup, and Linux server setup.Key Deliverables• Perform computer hardware and software troubleshooting and repairs.• Install and troubleshoot various internet connections.• Build computers and install operating systems and software packages.• Provide telephonic technical support for hardware, software, and internet-related queries.• Assist in infrastructure planning and installation of Pastel Accounting software.• Troubleshoot minor errors in Pastel Accounting software programs.• Set up and manage Windows 2003 servers, including domain creation, network share security, and configuration of active directory users and group policies.• Configure workstations on Windows 2003 domains.• Set up and manage Windows Terminal server for remote access to Pastel data.• Establish VPN connectivity on Windows 2003 server for remote office connections.• Perform system audits on networks and hardware to develop IT strategies for clients regarding security, stability, and system age planning.• Automate backups of client data.• Setup Linux VPN, DNS, Proxy, FTP, and Web servers.Key Projects & Accomplishments• Assisted with the end-to-end network cabling installation at the East London Industrial Development Zone, which was linked to their IP surveillance systems.

East London, Eastern Cape, South Africa

As an IT Specialist, I have been responsible for a variety of computer-related tasks, including troubleshooting and repairing computer hardware and software. I have also been involved in building computers and installing software packages. Additionally, I have expertise in setting up and installing TCP/IP Windows-based networks, including the laying of network cables and configuring wireless networks. I have handled customer callout repairs both locally and in remote locations. Furthermore, I have provided back office computer support for multiple Spar stores in the Eastern Cape, ensuring the smooth operation of their networks, accounting workstations, internet connections, and access to the main Spar back office database. Moreover, I have maintained the computers in a Charted Accountants office, addressing any hardware, software, and network-related issues to ensure their proper functioning.Key Deliverables• Perform computer hardware and software troubleshooting and repairs.• Build computers and install software packages.• Set up and install TCP/IP Windows-based networks, including network cable installation and wireless network setup.• Handle customer callout repairs both locally and in remote locations.• Provide back office computer support for multiple Spar stores in the Eastern Cape, including network maintenance, accounting workstation support, internet connection management, and database access.• Maintain computers in a Charted Accountants office, ensuring their proper functioning and addressing hardware, software, and network-related problems.Key Projects & Accomplishments• Solely responsible for IT support of 6 retail and wholesale Spar stores in the Eastern Cape area.

East London, Eastern Cape, South Africa

During my time as an IT Technician and Workshop Manager, I was responsible for a wide range of tasks. This included troubleshooting and repairing computer hardware, as well as providing software troubleshooting and repairs on various Microsoft Windows platforms. I specialized in virus removal and repair on different Windows systems and had experience in building computers and installing software, including operating systems and various applications. Additionally, I handled insurance claims and reports, set up and installed Windows-based networks, configured and troubleshooted internet connections, and provided technical assistance to customers both over the phone and in-person. I also managed warranty goods, maintained the Computronics network and computers, and coordinated stock purchases. Furthermore, I engaged in sales of computer hardware components and software packages.Key Deliverables• Perform computer hardware troubleshooting and repairs.• Provide software troubleshooting and repairs on Microsoft Windows platforms.• Specialize in virus removal and repair on various Windows systems.• Build computers and install software, including operating systems and applications.• Handled insurance claims and reports.• Set up and installed Windows-based networks, including cable laying and termination.• Configure and troubleshoot analogue dial-up, ISDN, and ADSL internet connections.• Respond to customer callouts for repairs.• Provide telephonic and in-shop technical support to customers.• Manage warranty goods.• Maintain the Computronics network and computers, including the internet café section.• Coordinate stock purchases.• Conduct sales of computer hardware components and software packages.Key Projects & Accomplishments• Promoted to workshop manager within a year of joining Computronics.

Education record

ITIL v4 Foundation

Nse (Network Security Expert)

NSE 3 (2019) NSE 2 (2018) NSE 1 (2018) Fast Track - SD Wan (2023) Fast Track - Industrial Control Systems (2023) Fast Track - ZtNa (2023)

Education record

(IAM) Architecture (2023) Security HUB (2023) DynamoDB (2023) Configuring and Deploying VPCs (2023) Technical Professional (2021)

Education record

Effective Leadership (2022)

Education record

Leadership Success (2023)

Education record

Motivation Management (2022) Strategic Planning & Thinking (2021) UX Design (2020) Leadership Essentials (2019)

Zscaler Certified Cloud Administrator

ZCCA-IA (2018)

Education record

EQ and Team Leadership (2014)

Education record

Leading and Motivating (2014) Leading Talent (2014) Making A Difference (2014) Applying Leadership Basics (2013) Motivating Employees.

Dell Certified Engineer

Blade Servers Dell Desktops Dell Notebooks Dell Online Dispatch Printers Power Connect Power Edge Power Vault

Icnd1

Information Systems

High School

Activities and Societies: Squash, ChessMaths, Science, Accounting, Biology, Afrikaans, English Maths Subject Award 1998 1st Team Squash 2000