Experience

Sirius Support

• United Kingdom
• Outsourcing/Offshoring
• 1 - 100 Employee

• Project Manager / Scrum Master

  • Feb 2023 - Present

  Knowledgeable in the Scrum framework and reporting structures to enable a team to communicate and self-organize to make changes quickly, in accordance with Agile principles. Coaching and a guiding our teams to understand the scrum principles, values, and practices. Removing impediments. Knowledgeable in the Scrum framework and reporting structures to enable a team to communicate and self-organize to make changes quickly, in accordance with Agile principles. Coaching and a guiding our teams to understand the scrum principles, values, and practices. Removing impediments.



Private

• Remote

• Home Based

  • Aug 2022 - Present



Sirius Support

• United Kingdom
• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Success Associate - Online

  • Jan 2022 - Aug 2022

  Full Remote – Project - Attentive Marketing • Supported customer queries via internet research and text-based replies in a fast-paced environment. • Kept within the company’s QA variables when sending texts. • Managed my own time and shifts to ensure the most optimal quality vs quantity replies. • Followed the company workflow and processes and even improved on them in my personal capacity. • Managed and maintained my own set of shortcuts to improve speed and quality when typing. • Promoted a customer-first environment when dealing with clients online. • Follow internal processes to improve customer satisfaction. • Escalating to relevant teams for in-depth investigations into queries. Show less



IT-TEC MN

• South Africa
• IT Services and IT Consulting

• IT Manager

  • Aug 2019 - Jan 2022

  • Adjusted projects to account for targets, staffing, and operational specifications. • Guided technology strategy and roadmaps. • Closely collaborated with project members to identify and address issues. • Communicated with EXCO to maximize development efficiencies and IT growth strategies. • Supported onsite vendor-managed physical equipment. • Built and repaired technology based on staff requests. • Technology selection and rollout, focusing on planning, provider, and supplier SLAs. • Wrote policies, procedures, and manuals governing internal IT use. • Conducted company-wide training, onboarding, and education. • Managed network, system, and end-user performance, troubleshooting, security, and maintenance. • Analyzed design, scoping, implementation, testing, and deployment needs to define project requirements. • Coordinated with teams to plan, develop, align and execute strategies to meet the client's vision, mission and purpose. • Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection, and endpoint protection. • Interviewed, hired, trained, and mentored staff daily, leading reviews, and offering feedback. • Guided ongoing network design, re-evaluation, and optimization to keep pace with company growth. • Implemented and managed wireless devices and multi-site network infrastructure including P2P systems. • Assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations. • Managed efficient workflows by creating effective schedules and delegating work based on staff strengths and knowledge. • Cultivated collaborative, performance-oriented culture to keep team motivated and enthusiastic about achieving shared goals. • Evaluated procurement needs and projected expenditures. • Environment management – Vendors, Windows 10 & Server, VMWare, Veeam, NAS, Synology, VOIP, Firewall and AV, O365, G-Suite, etc... Show less



LetMeRepair Service and Consulting (Pty) Ltd

• South Africa
• IT Services and IT Consulting
• 1 - 100 Employee

• Site Technician

  • Dec 2017 - Sep 2019

  • Minimal network support. • General IT support. • Completing SLAs according to specifications and by the deadline. • Completing preventative maintenance as per SLA agreement. • Set up hardware and software in optimal configurations to meet network performance requirements. • Investigated and corrected problems with printers, copiers, and other peripheral devices including physical repairs where needed. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Configured hardware, devices, and software to set up workstations for employees. • Delivered onsite technical support for the Shoprite Group. • Server Support, Upgrading, and Repairs. Show less



ComputAssist Group

• South Africa
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Manager

  • Jan 2016 - Oct 2017

  • Managing team of helpdesk technicians and ICT consultants. • Delivered technology training to junior team members and end-users, enhancing knowledgebase and team productivity. • Linux support – Installing, troubleshooting. • Set up hardware and software to meet network performance requirements. • Evaluated inventory and delivery needs, optimizing strategies to meet customer demands and generating sales. • Established, repaired, and optimized networks by installing wiring, cabling, and devices. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Provided remote support to end users in a challenging environment, often working overtime to accommodate for client downtime requirements. • Maintained and monitored server room, wireless network, and other server infrastructure, keeping systems running effectively and efficiently. • Investigated and corrected problems with printers, copiers, and other peripheral devices. • General IT support. • Troubleshooting in a server environment. • Configured hardware, devices, and software to set up workstations for employees. • Cable installations. • Firewall installation and setup. • Managing Team for large installations. • Minimal Apple support. • Development of new terminal and software. • Management of SLA maintenance contracts and ensuring completion thereof. • Managed deliverable estimates, negotiated resource conflicts, and allocated resources. • Worked closely with customers to evaluate various types of risks to their company's systems. • Recruited and trained IT team members. • Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities. • Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team. Show less



Overberg Computers

• Hermanus, Western Cape, South Africa

• Callout Technician

  • Aug 2012 - Jan 2016

  • Linux support – Installing and troubleshooting. • Set up hardware and software in optimal configurations to meet network performance requirements. • Established, repaired, and optimized networks by installing wiring, cabling, and devices. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Provided remote support to end users in a challenging environment, often working overtime to accommodate for client downtime requirements. • Maintained and monitored server room, wireless network, and other server infrastructure, keeping systems running effectively and efficiently. • Investigated and corrected problems with printers, copiers, and other peripheral devices. • General IT support. • General sales. • Minimal Apple support. • DSL troubleshooting and router installations. • Software support - Email, Office, Windows, etc... • Limited Pastel, Ghostconvey, Lexpro knowledge. Reinstallation. • Wireless network installation and setup. P2P, Mikrotik, and Ubiquiti. Show less



Matrix Warehouse

• Information Technology & Services
• 100 - 200 Employee

• Manager / Sales Rep / Senior Technician

  • Oct 2007 - Jul 2012

  • Placing orders and ensuring clients get what they ordered. • Make sure that other employees do their work correctly and inspect the work carried out for quality purposes. • Repairing and upgrading of computers and laptops. • Fixing and maintaining the computers in the office. • Anything computer or network related. • Doing call-outs. • Checking up on employees that they do their work according to the client's due date. • General sales. • Housekeeping. • Install and maintain networks. • Helpdesk support. • Delivering completed work if no driver is available. Show less



Industrial Visual Concepts

• Germiston, Gauteng, South Africa

• Senior Graphics Designer / Production Manager

  • Jun 2005 - Sep 2007

  • Design, Print, or Cut (out of CorelDraw, Photoshop CS, and Art cut) any form of display media e.g. safety signs, banners, advertisements, autonomous maintenance boards, billboards, stamps, laser engraving, promotional items such as pens, shirts, mouse pads, etc… • Making sure that other employees do their work correctly and inspect the work carried out for quality purposes. • Queuing work for production purposes in a target-driven environment. • Maintenance of the Roland digital printers, vinyl cutters, laser engraver, heat press, and wide format laminators. • See that the company vehicles go to the service center on time. • Delegating which work is of more importance to reach the target set for the month. • Checking up on employees that they do their work according to the clients' due date. • Application of boards, signs, etc… • Installing signs. • Making appointments with clients and meeting them for sales reasons. Artwork verification or new work. • Upgraded and repaired computers in the workplace. • Installed and maintained the network. • Maintained computers and gave helpdesk support. Show less



X-Cel Futuristics

• Sasolburg, Free State, South Africa

• PC Technician

  • Jul 2003 - Jun 2005

  • Fixing and maintaining computer systems. • Go out to clients and carry out the work onsite. • Build up computers to customers' specifications. • Maintain and service these computers on a regular basis. • Install and maintain networks in the office environment. • Help desk support. • People who phone in with a problem were directed by me to try and sort the problem over the phone before a call-out is done. • Design databases to the client's specifications. MS Access. Did it in phases to ensure that the client stays happy and to eliminate confusion. • Went out to clients for call-outs to fix problems that they were having, be it computer or network related. • Installing modems and setting up computers to be able to connect to the Internet. • Over-the-counter sales to walk-in clients. • After-hours call-outs. Show less