Manage daily IT Infrastructure of the network configuration, backups and maintenance on hardware and softwarePrioritize and allocate work to techniciansDevelop and maintain relationships with customers and third party.Manage IT Incidents and requests Hold Service Level Management meetings with management team.Training users on Technology being used (informal training)Establish and facilitate user forumsAdopt a proactive approach to prevent problems from arisingGather business requirementsManage business expectationsEnsure IT Service availability and continuityImplement and enforce ITIL based processes for IT support processesEnsure that business service requirements are defined and actively managedAct as an escalation point for any ICT service issues within the business unitManage projects Develop an operationally effective support model for the RAF offices establishChange Management Manage projects Develop an operationally effective support model for the RAF offices establishSetup testing environment for application testing.Manage SLA Stakeholder managementAttend service/contract management meetings.Prepare budget and ManageContract ManagementRecruit relevant skills for the environmentMentor and train team membersManage IT Human Capital within area of responsibilityResearch solutions that best support the businessResearch on new problems/challenges as they occurShare information with technical staff and document solutions foundOffer feedback on future product development, features and functions

Manage daily IT operations like configuration, backups and maintenance on hardware and softwareManagement of access control / security systems Management of telephone systems Provide prompt, efficient and personalized service to clients whilst ensuring that customer needs are met and to the achievement and maintenance of quality. Provide 2nd and 3rd line support on all hardware and software.Resolution of calls received through IT Help Desk within defined SLAManage IT issues with external service providers. Provide regular reports to the Global Support and Infrastructure Managers. Initiate, develop and implement IT projects to improve business processes and products. Setup and configure Disaster Recovery (DR) site.Identify and implement efficiencies and cost savings in work processes. Complete IT projects within agreed budget and deadlines.Administer the Network and finding ways to improve the current system. I also deal with clients on a day to day basis with regards to the network. Implementation and management of Intel servers as per set standards Prepare weekly and monthly network operation status reports Schedule data backups Implement and maintain change control process Implement and maintain security measures Research and proposal of new technology Preparation of support documentation Best practices implemented and documentedMake sure all software is licensed and up to date.Administrate the buying of new equipment by doing research on what the best applicable solution will be, getting quotations , negotiating for the best priceProvide training to users as when requiredSetup of a backup system so no data gets lost.

Manage the day to day IT and telephony needs of the contact centre. Provide prompt, efficient and personalised service to clients whilst ensuring that customer needs are met and to the achievement and maintenance of quality. Manage IT issues with external service providers. Provide regular reports to the Global Support and Infrastructure Managers. Initiate, develop and implement IT projects to improve business processes and products. Identify training needs of IT Support Team members and liaise with the training Coordinator on provision of training. Identify and implement efficiencies and cost savings i call centre work processes. Complete IT projects within agreed budget and deadlines.Administer the Network and finding ways to improve the current system. I also deal with clients on a day to day basis with regards to the network. DHCP, Active Directory, MS Exchange Server, Windows 2003 Server, Symantec Backup Exec 11d, Avaya, Management of telephone system,McAfee Enterprise 8.0i, ePolicy Orchestrator 3.6, Ubuntu, Verint, Norton Ghost

 Administer the Domain and its various parts like DHCP, Active Directory and Exchange Server Creating Users, Creating Email Accounts, Setting up the policies as per Campaign.  Make sure all calls on network has been attended to by the technicians.  And where they couldn’t I will resolve the problem.  Liaise with team leaders and mangers to update them or empower them with the necessary skills regarding the network and updates.  Setting up, buying and documenting of servers.  Making sure all patches and updates are assigned and loaded. Administer the Web/Proxy Server and the antivirus server.  Administer the Network and finding ways to improve the current system. I also deal with clients on a day to day basis with regards to the network.  Phoning suppliers for equipment whether hardware or software.  Teaching the technicians additional skills in 2003 Server, Active Directory and exchange.  Setting up of policies and procedures to increase production and productivity. And assisting users or clients in any whether work related or not but following company procedures while doing it.  To Administer and support our other sites that’s in JHB and Kenya. Mentor a team of 5 technicians and assist with training where needed