Mohammad Cassiem Email & Phone Number

Cape Town, Western Cape, South Africa

· IT Operations Management portfolios: Network Operations Centre (NOC) - RSAWEB Data Centres and Infrastructure - Enterprise Services Operation Centre (SOC) - Enterprise Installations and Field Engineers - Service Delivery.· Strategic operations management · IT process management· Data Centre and Access Network infrastructure management· Driving adherence to Managed Services Agreements (MSAs) and Product SLAs and internal OLAs · Driving the optimization of IT resources including information, services, infrastructure and applications, and people, through industry best practices· ITIL-aligned process implementation and IT service management· Infrastructure roll-outs and maintenance.· Customer and internal stakeholder reporting· Customer, vendor, internal and external stakeholder engagements· Risk Advisory and Mitigation· Continuous Service Improvement (CSI/POOGI)· Incident/Problem/Change Management· Post Incident Review and Root Cause Analysis· Supporting Enterprise Sales division in pre sales/post-sales engagements

Cape Town, Western Cape, South Africa

· Facilitating the best possible outcomes on support and service management for RSAWEB Enterprise and SME customers.· Triage of support escalations based on customer tier and incident priority· People management of Enterprise SOC Team, Data Centre, Enterprise and Consumer On-site Support and Installations teams· Managing support processes for SOC, Engineering (Cloud, Networking and DevOps) and On-site Support teams· Data Centre and Access Network infrastructure management and maintenance· Driving adherence to Managed Services Agreements (MSAs) and Product SLAs and internal OLAs · Driving the optimization of IT resources including information, services, infrastructure and applications, and people through industry best practices· ITIL aligned process implementation and IT service management· Managing new customer/vendor on-boarding projects· Customer and internal stakeholder reporting· Customer, vendor, internal and external stakeholder engagements· Risk Advisory and Mitigation· Continuous Service Improvement (CSI/POOGI)· Incident/Problem/Change Management· Post Incident Review and Root Cause Analysis· Supporting Enterprise Sales division in customer engagements

Stellenbosch, Western Cape, South Africa

Managing a team of highly-skilled NOC Engineers and Tooling SpecialistsProactive monitoring and and maintenance of customers IT Infrastructure across physical, Hyper-V and VMware Windows Server environments. Backups monitoring and maintenanceAnti-Virus monitoring and maintenanceWindows and 3rd party Patching and UpdatesRisk Advisory and ManagementContinuous Service Improvement (CSI)Incident ManagementProblem Management Change ManagementPost Incident and Root Cause AnalysisIT Process implementation and managementTeam ManagementKPI reviews and HR adminShift and standby scheduling

Stellenbosch, Western Cape, South Africa

Cape Town, South Africa

Managing a team of technically-skilled customer support advisors in one of the top companies in the fast-paced applications, website, email, database and server hosting industry.

Cape Town, South Africa

Identifying software, hardware, process, and system configuration improvement areas. Interact closely with all stakeholders to prioritize business goals and information requirements.Responsible for translating business requirements into efficient and cost-effective system driven solutions.Liaise with customer facing personnel and internal development teams when necessary.Collaborating with the IT Engineers, Systems Administrators, Developers and external vendors in implementing and producing new systems.Responsible for the transfer of knowledge to all users within the business.

Cape Town, South Africa

As the NOC Team Leader in the Engineering Department, my main duties were overseeing all the technical functions, training, coaching and upskilling within the Network Operations Centre, for a team of 10 diversely and multi-skilled NOC Administrators. This includes call and support ticket quality assurance and coaching to the NOC team.The NOC monitors the entire WebAfrica network of production web, database and email servers; managed and unmanaged virtual/dedicated server solutions; as well as numerous internal servers and backend systems running on both the Windows and Linux server environments.Other Daily NOC tasks I oversaw included:·Deployment and maintaining of customer virtual and dedicated servers;·Windows and Linux Server systems administration and troubleshooting;·Windows and Linux software installations including Apache, MySQL and MS SQL;·Server and website security,·Spam, Abuse and ISPA complaints and take-downs;·Inbound and Outbound Spam firewall administration·Escalations to DevOps team incl. Windows and Linux Systems Administrators, Network Engineers and Developers·2nd tier support to the first line shared Web and Email Hosting Support team·Server installations and on-site hardware and software maintenance and troubleshooting at our data centre.I have also been actively involved in Project Management, co-ordination and implementation of various projects including:Redesign of the WebAfrica Knowledge Base site and YouTube channel incl. redesign and creation of knowledge base articles/videos.Implementation of Hosting Support and NOC training, development of training material, labs and test for Career Development.Quality Assurance, floor support and side-by-side coaching aiming at Quality Improvement of the Hosting Support teams.I also reported on stats for technical, training and support escalations to the NOC team

Block E, Boulevard Park, Searle Street, Woodstock, 7925

Linux and Windows dedicated server deployment, maintenance, and monitoringHyper-V virtualisation deployment, maintenance, and monitoringWeb Hosting network maintenance, and monitoringMail server maintenance and monitoring.Windows Server 2003/2008/2012CentOSUbuntuMS SQL Server 2000-2012HELM control panel configuration and troubleshootingWebSitePanel (WSP)/DotNetPanel control panel configuration and advanced troubleshooting.Plesk Parallels control panel configuration and troubleshootingcPanel control panel configuration and troubleshootingSmarterTools - SmarterMailExim

Block E Boulevard Park, Searle Street, Cape Town

Advanced Hosting Services SupportTechnical Escalations and Dispute ResolutionAgent Mentoring and CoachingProduct, Technical and Procedural trainingWindows Server 2003 hosting configuration troubleshootingWindows Server 2008 hosting configuration troubleshootingWindows Server 2012 DNS server troubleshoootingHELM control panel configuration and troubleshootingWebSitePanel (WSP)/DotNetPanel control panel configuration and advanced troubleshooting.Plesk Parallels control panel configuration and troubleshootingcPanel control panel configuration and troubleshootingSmartermail mail server configuration troubleshooting

Katima Mulilo, Zambezi, Namibia

Operations Managementmanagement and planning of government orders for disaster relief distributionmonitoring production and quality control of maize milling operationsmonitoring and scheduling of mill maintenancemanagement of mill machinery spares and equipmentpurchasing maize from local farmers and government grain storeslogistics and maintenance of truck fleetwarehouse stock and resource managementbuilding upgrade and maintenance management

Cape Town, Western Cape, South Africa

Internet connectivity and email technical support

Itil Foundation Certificate, It Service Management

Matriculation, Higher Education/Higher Education Administration

Activities and Societies: drama, dance, music, cricket, soccer, volleyball

Professional Neurocoach Mentormanager, Business Administration, Management And Operations