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Technical Operations ManagerFeb 2016 - Jun 2013 (1 month)
Promoted to Technical Operations Manager of the company. Duties include serving as escalation point to all support analysts, planning and implementing projects, primary resource to FinTech client.
Senior Support AnalystJul 2013 - Feb 2016 (2 years)
Initially worked as a field technician, but later joined main support contract as an outsourced 3rd line support analyst for our main support contract, another IT company in the UK with 250+ clients. Other than 3rd line escalation, duties included leading the team of junior and intermediate support analysts also outsourced to the contract. Later adopted additional duties of managing service desk queues and SLA's, as well as coordinating all UK based support staff.
Senior Support EngineerApr 2010 - Jun 2013 (3 years)
Part of internal IT support team supporting all companies within the group, call centers with 300+ employees in RSA and the UK. Our team managed the entire internal network in RSA - including all network infrastructure, server administration, desktop support and VOIP infrastructure. My duties were more focused managing the majority of open source infrastructure, including 8 multinational clustered Zimbra mail servers.
AWS Certified Solutions Architect - Associate (SAA) (2019)Amazon
AWS Certified Cloud Practitioner (CLF) (2019)Amazon
Various software engineering related courses (2008)CTI Education Group
Processing & Logic Concepts, Program Design, Linux, Software Engineering, Relational Database Modelling & Design, HTML and CSS, SQL Server 2000, JAVA (J2SE 1.5)