Senior Technical Lead

I was appointed Regional Technical Lead for Sub-Saharan Africa in 2016 and served as the regional technical authority for tier-3 escalations, SCCM/MECM operations, Intune administration, and secure system recovery. I supported 11 national sites through a mix of office-based and field operations, including client-facing remote support.

I managed Intune for more than 1,000 endpoints, delivered Windows Autopilot deployments, administered Entra ID and Active Directory, and executed more than 200 McAfee/Trellix DETech cryptographic recoveries. I also deployed Cisco Meraki infrastructure, led fibre WAN and failover implementations, provisioned Hyper-V and VMware environments, supported telephony migrations from Siemens PABX to Cisco Teams devices, managed asset lifecycle processes, and trained technicians and end users.

I provided independent tier-2 and tier-3 remote IT support to small and medium-sized business clients.

My work focused on resolving infrastructure, endpoint, and user support issues across client environments.

I worked as a Network Administrator supporting production IT environments.

I helped stabilise operational environments and supported the continuity of network and infrastructure services.

I served as the final internal escalation authority for complex technical incidents, senior partner support, endpoint recovery, identity remediation, and forensic evidence preservation. I owned tier-3 escalations, documented recovery playbooks, mentored team members, and provided remote client support.

I designed a recovery framework for a global encrypted-endpoint boot-loop incident by manually correcting a 3,000-line XML configuration, enabling a clean rollback that was adopted globally. During a network administrator secondment, I cleared a six-month backlog of more than 700 identity profiles in five weeks while supporting Active Directory, CRM, HR systems, corporate directories, mobile provisioning, iOS MDM, and BlackBerry Enterprise Server.

I led the KwaZulu-Natal provincial endpoint audit, visiting every office to reconcile more than 1,000 units to full Auditor General compliance.

I also managed VPN cutovers and VSAT, 3G, and 4G failover implementations.

I supported LAN and WAN infrastructure in a Network Engineer role.

My responsibilities included maintaining network connectivity and assisting with infrastructure support activities.

I provided shared-services IT support for three business units as a Network Administrator.

I supported day-to-day network, infrastructure, and user technology requirements across the business units.

I completed full-time technical training toward MCSE 2003 and CompTIA A+ credentials.

The training strengthened my foundation in Microsoft systems, hardware, desktop support, and network administration.

I provided client technical support and hardware repair services as an IT Technician.

I diagnosed and resolved device issues while supporting customers with their technology needs.

I owned and managed an independent IT services business serving local clients and schools.

I provided computer sales, repair, and general IT support services before closing the business in 2005 to join Incredible Connection.

Completed a Diploma in Cyber Security.

Completed ITIL v3 Foundation certification.

Completed full-time MCSE 2003 training.

Completed full-time CompTIA A+ training.

Completed Matric Senior Certificate.