Gerard Parker

Senior IT Support Engineer and Systems Administrator with 20+ years of hands-on experience across enterprise IT support, infrastructure, hardware, software, operating systems, and business-critical applications.

Strong

Microsoft 365, Azure, Active Directory/Azure AD, Intune, SharePoint, Teams, Exchange Online, SCCM, virtualisation and endpoint support background. Experienced in Tier 2/Tier 3 support, incident resolution, device provisioning, onboarding/offboarding, application deployment, endpoint migration, hardware lifecycle management, and stakeholder-facing technical support.

Senior Program Analyst - WNS Global SA

(2024-12)

• Oversee and support software and hardware infrastructure for nine business campaigns, ensuring system availability, operational stability, and performance.
• Provide Tier 2/Tier 3 technical support for desktop, laptop, application and end-user computing issues across diverse user groups.
• Administer and support Microsoft 365 and Azure environments, including user account management, access controls and permissions.
• Support Active Directory and Azure Active Directory processes, including onboarding, offboarding, group policies, and identity management.
• Maintain and support virtualised environments, including Azure Virtual Desktop, Hyper-V and VMware, to support uptime and performance.
• Deploy, configure, and maintain business applications and system updates while minimising downtime and operational disruption.
• Monitor system performance, identify risks proactively, and implement corrective actions to improve reliability.
• Maintain technical documentation, standard operating procedures, and asset tracking for IT systems and devices.

Desktop Support Project Lead Engineer / In-house Support Engineer - Logicalis - Pick n Pay Head Office

(2023-11 - 2024-10)

• Led and supported Microsoft Intune migration activities, including device registration, enrolment, configuration, and troubleshooting.
• Supported Azure deployment activities and endpoint management across Mac, handheld, desktop, and laptop devices.
• Executed migration instructions according to project schedules and provided progress, risk, and issue feedback to the project manager.
• Participated in project planning workshops with internal teams and customer stakeholders to align delivery activities.
• Resolved desktop and BYOD-related incidents directly linked to migration and endpoint deployment activities.
• Prepared daily and weekly status reports and presented progress updates to the client.
• Administered authentication methods, facilitated user access to systems, and supported installation and configuration activities.
• Managed incoming support requests on the Pick n Pay ticketing platform and ensured issues were handled within operational expectations.

IT Technician and Electronics Specialist - Freelance / Self-employed

(2005-01)

• Provide technical repair, diagnostics and support for laptops, desktops, mobile devices, TVs, and electronic equipment.
• Perform data retrieval on mobile, laptop, desktop, and storage devices.
• Upgrade hardware, software, and firmware across mobile devices, laptops, and desktop systems.
• Build customised personal and gaming computers, including component selection, setup, configuration, and performance optimisation.
• Troubleshoot hardware, software, operating system, and connectivity issues for private clients and small business users.

IT Technician and Specialist - SA Computers

(2014-01 - 2018-12)

• Repaired laptop, desktop and portable-device hardware, including charging ports, cabling, and internal components.
• Updated firmware, installed software, repaired operating system issues, and supported general device configuration.
• Supported Mac device repairs, updates, and installations.
• Managed stock room activities, inventory control and procurement of technical items and components.
• Booked devices in and out for repairs, maintained customer communication and worked according to client deadlines.

Assistant Manager - GrandWest Casino - Chip and Dip

(2001-01 - 2004-12)

• Managed stock control, procurement, buying, and inventory-related administration.
• Coordinated employee work schedules and shift planning.
• Handled customer service, query resolution, payroll-related deductions, and general HR administration.

Coursework - A+ / A++ - Athlone Technical College (2003-01 - 2003-12)

High School - Mathematics, English, Afrikaans, History, Geography and Physical Science - Arcadia High School