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.
