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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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