Itumeleng Mashugane

A result driven and IT professional who holds a Bachelor of Commerce in Information & Technology Management. Versatile and with over 15+ years of experience across Project Management, Service Delivery Management, and Team Leadership within complex IT and service-driven environments. Proven ability to drive projects from initiation to delivery, manage service performance end-to-end, and lead teams with a strong focus on accountability, follow-through, and continuous improvement.

Recognised for a proactive, hands-on leadership style, excellent stakeholder communication, and the ability to balance urgent priorities while maintaining high service standards in fast-paced and remote environments. I bring proven expertise in IT Service Management (ITIL V3 certified), AGILE project delivery (AGILE Project Management Certified)

Specialist: Infrastructure Provisioning - SITA SOC Ltd

(2022-08)

• Provision and configure SITA network and telecommunication infrastructure for various government departments, ensuring timely and compliant service delivery.
• Manage a portfolio of IT infrastructure support services, including tracking performance metrics and SLA adherence.
• Coordinate service request updates, compile weekly performance and status reports, and maintain clear communication with internal and external stakeholders.
• Oversee billing processes for network services, including validating usage data and managing invoicing to ensure accurate financial reconciliation.

Acting Service Delivery Manager - SITA SOC Ltd

(2021-08 - 2022-07)

• Led end-to-end service delivery operations, ensuring the consistent provision of high-quality IT services to clients across various departments.
• Oversaw project teams, tracked key performance indicators (KPIs), monitored budgets, and resolved service reliability or escalation issues promptly.
• Produced operational, performance, and SLA compliance reports, while maintaining strong relationships with clients, vendors, and internal stakeholders.
• Collaborated with Problem Management during post-incident reviews; contributed to root cause identification and tracked resolution
• Applied Agile practices in hybrid government projects.
• Delivered operational improvements including an increase in SLA compliance, a drop-in repeat incident, and a boost in first-contact resolution through process optimization and automation.

IT Service Desk Team Leader - SITA SOC Ltd

(2014-09 - 2021-07)

• Led daily operations of the IT Service Desk, ensuring adherence to SLAs and maintaining high levels of customer satisfaction.
• Supervised service desk staff, monitored call volumes and ticket queues, and provided performance feedback and coaching.
• Generated and analysed service reports to identify trends, support decision-making, and drive continuous improvement initiatives.

IT Service Desk Agent - SITA SOC Ltd

(2008-11 - 2014-08)

• Provided first-line technical support, including logging service requests via the BMC Remedy ITSM System, resolving incidents, and configuring PCs and peripherals.
• Delivered support to government departments, escalating unresolved issues as necessary to appropriate teams for timely resolution.
• Ensured accurate documentation of incidents, resolutions, and service activities to maintain knowledge base and improve future response times.

Customer Engineer - Masana Technologies

(2008-04 - 2008-10)

Technical professional who provides support, maintenance, and problem-solving services to customers

• Troubleshoot hardware, software, or network issues.
• Install, configure, and maintain systems or equipment.
• Provide on-site or remote technical assistance.
• Act as a point of contact for technical queries.
• Ensure customer satisfaction by resolving issues efficiently.
• Build long-term relationships with clients through excellent service.

Technical Support (ISP) - Telkom

(2007-03 - 2008-03)

Focus on assisting customers with internet-related issues and ensuring reliable service delivery from an Internet Service Provider (ISP).

• Help customers resolve issues with their internet connectivity (e.g., no connection, slow speeds, dropped service).
• Guide customers through resetting modems, routers, or configuring network settings.
• Diagnose issues with email, DNS, IP settings, or device compatibility.
• Monitor network systems or use diagnostic tools to detect faults.
• Escalate complex or large-scale outages to the Network Operations Center (NOC) or engineering teams.
• Follow up with customers during and after issue resolution.
• Assist customers with setting up internet services, modems, routers, or other networking hardware.
• Support VoIP, ISP-related services.
• Assist with login, email setup, and password resets.
• Help users understand bandwidth usage, service limits, or billing-related questions.
• Record support tickets, troubleshooting steps, and resolutions.
• Provide feedback to improve services or highlight recurring issues.

BCom - Information & Technology Management - MANCOSA (2018-07 - 2021-07)

PC Engineering - Damelin (2006-01 - 2006-12)