Papa-G
IT Service Desk, Desktop Support, Help Desk Support, Applications Support Specialist and Network Support and Monitoring
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About
Highly accomplished IT Service Desk, Desktop Support, Help Desk Support, Applications Support Specialist and Network Support and Monitoring with 17+ years of experience delivering enterprise IT support, application administration, infrastructure management, and digital workplace solutions across multinational organizations, managed service providers (MSPs), legal firms, financial institutions, and government environments. Valid drivers license and own vehicle. Experienced in Microsoft 365 Administration, Active Directory, Azure AD, Windows Server, ITIL Service Management, Incident & Problem Management, Jira, Service Now, Change Management, User Acceptance Testing (UAT), technical documentation, and enterprise application support, Field support.
Windows 10/11 support, desktop imaging, hardware deployments, AD user administration, basic networking, SLA performance. Recognized for delivering exceptional customer service, resolving complex technical incidents, maintaining SLA compliance, supporting business-critical applications, and building strong relationships with stakeholders while driving continuous service improvement.
Experience
IT Support Specialist (L2/L3) at Sedna IT (2025-10 – 2026-05)
- Delivered 2nd and 3rd Line IT Support across enterprise environments.
- Administered Microsoft 365, Active Directory and Azure Active Directory.
- Managed user provisioning and access management.
- Logged, investigated and resolved technical incidents in line with ITIL processes.
- Performed advanced troubleshooting across Windows, Microsoft 365 and enterprise infrastructure.
- Supported enterprise applications and coordinated issue resolution with vendors.
- Managed incident prioritization and escalation while maintaining SLA compliance.
- Assisted with User Acceptance Testing (UAT) and change implementations.
- Maintained technical documentation and knowledge articles.
- Assisted with software license administration and application support.
- Coordinated change requests and business application enhancements.
- Produced technical reports and supported governance requirements.
- Worked closely with global stakeholders to ensure service excellence.
- Server Network Monitoring
- Grafana dashboard Monitoring
Helpdesk Officer / Service Desk Lead (L2/L3) at Bowmans Law (2024-11 – 2025-09)
- Delivered enterprise IT support to legal professionals.
- Resolved hardware, software and networking incidents.
- Managed Microsoft 365 support.
- Escalated complex incidents.
- Assisted infrastructure upgrades.
- Maintained SLA compliance.
- Supported ICT governance and compliance initiatives.
- In-house software support.
Service Desk Support Analyst (L2/L3) at Frontline Managed Services (USA) (2024-03 – 2024-07)
- Supported global law firms remotely.
- Managed Microsoft 365 environments.
- Supported VDI and Linux environments.
- Resolved high-priority incidents.
- Maintained excellent SLA performance.
- Mentored junior analysts.
MSP IT Helpdesk Engineer (L1/L2) at Intalex UK (2023-10 – 2024-02)
- Delivered remote IT support for multiple international clients.
- Managed Azure AD onboarding and off boarding.
- Supported Microsoft 365.
- Used Auto Task, Datto RMM and IT Glue.
- Troubleshot desktop, server and networking issues.
- Improved first-call resolution.
IT Support Specialist (L2/L3) at Mars Technologies | Old Mutual (2018-10 – 2023-08)
- Delivered enterprise desktop and infrastructure support.
- Managed Microsoft 365 migrations.
- Supported Azure implementations.
- Resolved complex incidents through Service Now.
- Provided Beyond Trust remote support.
- Participated in digital transformation initiatives.
- Supported enterprise application deployments.
IT Technician – Infrastructure & Field Services at South African Police Service (SAPS) (2009-10 – 2017-11)
- Supported ICT infrastructure across more than 150 national sites.
- Led Windows deployment projects.
- Supported biometric systems.
- Coordinated third-party vendors.
- Maintained business continuity.
- Delivered national infrastructure rollouts.
Education
A+ & N+
Network+ Technician Course
Certificate in Computer Networking & Digital Security
Diploma in IT Service Desk Management
Diploma in Cyber security
Diploma (Incomplete) in Business Management
