IT Support Professional

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.