IT Specialist Manager with total work experience of more than 12 years
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I am an experienced IT Manager with over 12 years of experience in IT operations, service delivery, infrastructure management, and customer support. Throughout my career, I have managed service desk teams, implemented ITIL best practices, maintained SLA compliance, and delivered enterprise IT services across multiple locations. My expertise includes Microsoft 365, Azure, ServiceNow, Windows Server environments, virtualization technologies, and project management.
I am passionate about delivering exceptional customer experiences while ensuring IT services align with business objectives.
August 2025 – Current
Technology Leadership: Define and maintain the enterprise operating model, governance cadence, and service catalogue while balancing operations with projects and ensuring standardisation across service lines.
Infrastructure & End-User Computing: Design and manage device standards, endpoint management, OS/app deployment, patch cycles, and asset lifecycle management with proactive monitoring and documentation.
Systems Administration: Execute business-critical IT tasks and system administration duties.
Hardware Upgrades: Upgrade equipment including VC rooms, biometrics, terminals, printers, cameras, and print servers.
Networking & Connectivity: Govern LAN/WAN/VPN/firewall architecture, implement segmentation and monitoring, and lead troubleshooting for incidents and outages.
Cloud & Azure Governance: Define Azure architecture, enforce governance controls, optimise costs, and ensure secure cloud operations with least privilege and encryption.
Business Analysis: Assess departmental needs, identify vulnerabilities, and enhance productivity, efficiency, and accuracy to support decision-making.
Microsoft 365 & Identity: Administer M365 tenant security, privileged access practices, and collaboration governance across Teams and SharePoint.
Cybersecurity Operations: Operate endpoint protection, vulnerability management, patch compliance, and lead incident response with assurance routines and awareness training.
ISO/IEC 27001 Compliance: Act as SPOC-IS, coordinate audits, manage ISMS improvements, ensure technical controls, and lead internal/external audit cycles.
Governance & Reporting: Provide structured reporting to executives, translate technical risk into business impact, and maintain artefacts for decision-making.
Decision-Making Authority: Define and enforce security baselines, recommend enterprise solutions, require remediation of risks, and enforce privileged access controls.
Operations Oversight: Plan, organize, monitor, and evaluate IT and electronic data operations.
Service Compliance: Ensure SLA adherence for all IT services provided via ServiceNow.
Data Security: Safeguard data, manage network access, and oversee backup systems.
Project Delivery: Govern and execute infrastructure, security, cloud migration, and ITSM projects with structured delivery discipline and adoption enablement.
Project Ownership: Lead projects, deliver solutions, and manage critical responsibilities within broader business initiatives.
Vendor & Budget Management: Manage vendors/MSPs, licensing optimisation, and budgeting/forecasting for CAPEX/OPEX. Maintain vendor relationships and ensure external systems remain functional.
Procurement: Order machines, peripherals, and IT equipment from suppliers.
Asset Management: Track, preserve, and maintain hardware, software inventory, and security control structures.
People Leadership: Lead and develop the technology team, mentor supervisors, and reduce key-person dependency through documentation and cross-training.
Technology Research: Evaluate emerging technologies, hardware, and software for business adoption.
End-User Support: Manage support team and provide L2 and L3 technical support for infrastructure, network, and security-related issues.
Bachelor of Science Information Technology Systems Management
Microsoft Certified Solutions Professional
