I am a service-oriented IT Support Professional with over 7 years of experience working in high-volume corporate environments, most recently with Momentum Metropolitan. I specialize in first and second-line technical support, incident management, and system monitoring within ITIL frameworks. Throughout my career, I have demonstrated a proven track record of improving system uptime and enhancing user productivity through proactive troubleshooting and efficient service desk operations.
Currently, I work as an Independent IT Consultant, providing on-site and remote IT support to a diverse portfolio of individual and small business clients. I have successfully optimized user setup efficiency by streamlining email account configurations and bulk software installations, which has significantly improved client operations. I also implement basic security hardening and regular system maintenance to reduce vulnerabilities and extend hardware longevity.
Previously, I served as an IT Support Agent at Momentum Metropolitan, where I delivered comprehensive first-line IT support to over 100 users. I managed the full lifecycle of incidents using ServiceNow and Jira, ensuring strict adherence to internal SLAs. I monitored critical systems and applications to maintain 24/7 availability for essential business operations and contributed to a successful cloud migration project that reduced on-premise support requirements.
I am committed to continuous learning and have recently completed certifications and courses focused on AI skills, automation, Python fundamentals, web development, and cybersecurity fundamentals. I am fluent in English, Afrikaans, Xhosa, and Zulu, which enables me to communicate effectively with diverse teams and clients.
I hold a Diploma in Information Technology from Damelin and completed my matriculation at Blackheath High School. I possess a Code C1 driving license and am a South African national. I am passionate about leveraging my technical expertise to provide reliable IT support and contribute to the success of the organizations I work with.
Provide on-site and remote IT support to a portfolio of 20+ individual and small business clients, ensuring high system availability. Optimized user setup efficiency by 50% through streamlined configuration of email accounts and bulk software installations. Implement basic security hardening and regular system maintenance to reduce client vulnerabilities and improve hardware longevity.
Delivered comprehensive first-line IT support to a user base of 100+, maintaining high resolution rates for technical queries. Managed the end-to-end lifecycle of incidents using ServiceNow and Jira, ensuring strict adherence to internal SLAs. Monitored critical systems and applications to ensure 24/7 availability for business-essential operations. Contributed to a successful cloud migration project, significantly reducing on-premise support requirements. Investigated and resolved complex technical issues, escalating critical failures to specialized teams where necessary.
Diploma in Information Technology
Modules:
End User Computing
Information Systems 1A
Accounting 1
Networks 1A
Programming 1A
Information Systems 1B
Networks 1B
Systems Software
Advanced PC Skills 2A
Document Analysis and Design 1A
Programming 2A
Web Development 2A
Information Systems 2B
Document Analysis and Design 1B
Programming 2B
Web Development 2B
Advanced PC Skills 2B
Principles of Project Management
Information Systems 3A
Software Engineering 1A
Programming 3A
Information Systems 3B
Software Engineering 1B
Programming 3B
Module Final Mark
Information Systems 1A 71%
Programming 2A 85%
Information Systems 2B 71%
Programming 2B 50%
Web Development 2B 73%
Information Systems 3A 73%
Software Engineering 1A 59%
Programming 3A 62%
Information Systems 3B 50%
Software Engineering 1B 49%
Matric
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