Faizel Laher
Head of IT Services at Saint-Gobain Sub Saharan Africa
Johannesburg
Summary
I am an enthusiastic and dedicated professional who enjoys being part of, as well as leading successful and productive teams. I thrive in highly pressurized and challenging working environments whilst remaining calm and focused to the task at hand. A skilled communicator with excellent interpersonal skills; able to adapt messages for various audiences including: non-technical, technical and non-traditional audiences while maintaining focus on quality work. Known for fostering teamwork, adapting to evolving business needs & ensuring reliable and secure IT Operations. A quick learner eager to apply my existing knowledge. In my spare time, I enjoy spending time with my family, hiking, sports and assisting & being part of volunteer work to assist the wider community.
Overview
22
22
years of professional experience
5
5
Certifications
Work History
Head of Information Technology Services (Infrastructure & User Support)
Saint-Gobain
06.2024 - Current
- Responsible for Infrastructure (Servers and Networks); User Support Services & IT Service Delivery to Business Users across Africa and Indian Ocean (10+ Countries). Manage multiple IT teams and resources both internal and external. Coordinate hardware/software projects related to WAN/LAN/End User Devices, Acquisitions & Integrations & Manage/Lead User Support & Infrastructure teams. Manage Infrastructure & End User Support Budgets, Procurement function, Tender processes & Contracts in line with Procurement Policy. Manage Customer Service Function to ensure customer satisfaction across Africa & Indian Oceans. Manage the CMCB/SCCM function for End User Application and Update Management. Responsible for IT Asset Management. Quarterly Training Sessions with Business End users on relevant new technologies and enabling users to become more self-sufficient. Manage compliance on Minimum Security Rules related to Infrastructure & End-User Devices. Contribute to and Implement IT Strategy in line with Business Strategy. Ensure Compliance with regards to Corporate Governance aligned to Group Standard. Work closely with Applications & Security to ensure compliance & a high standard of IT service delivery. Received Africa Forum 2023 Award for excellent work done with my End User Support Team in performing big bang migration on Office 365 and IT hardware/software for new Business Acquisition
Digital & IT SSA User Support Manager
03.2022 - 05.2024
- Primarily responsible for management of User Support Services and Service Delivery to Business Users across Africa and Indian Ocean. Coordinate hardware/software projects related to end user function. Manage End User Support Budget, Procurement function in line with Group Procurement Policy and Control Invoicing and payments to IT suppliers. Manage Customer Service Function to ensure customer satisfaction. Manage the CMCB/SCCM function for End User Deployment. Responsible for IT Asset Management. Quarterly Training Sessions with Business End users on relevant new technologies and enabling users to become more self-sufficient. Manage compliance on Minimum Security Rules related to End-User Devices. Contribute to and Implement IT Strategy in line with Business Strategy. Ensure Compliance with regards to Corporate Governance aligned to Group Standard. Manage IT EUS Budget. Work closely with Server/Infrastructure, Applications, Security Teams on multiple Projects, and day to day Operational Support.
Endpoint Manager
University of Pretoria
06.2015 - 02.2022
- My job description concerning my current position entail managing, mentoring, and developing 3rd level workstation technicians, providing support to service desk support team on 2nd level & Helpdesk. I am responsible for Vendor Management and Tender Processes governing IT Hardware, Licensing & Application Management & OS Management for Endpoints within the University as well as contributing to Asset Management & Change Management Processes. Ensuring Incidents and Requests escalated are resolved or workarounds offered, to do problem solving for endpoint devices and assist in executing projects as well as ensure appropriate IT standards for endpoint devices and image standards and to contribute to IT-innovation. Incident/Request Handling is managed using SMAX adopting ITIL processes and methodologies. I have not confined myself to contributing that which is only confined to my role and job description as described below:
- - I received Rookie of the year award within first 6 months of working for University of PTA in 2015.
- - I was selected for ASAUDIT leadership institute in 2016 and led group for NATE 2016 where we were acknowledged for making biggest contribution.
- - I quickly became part of numerous projects including AD migration, SCCM, Gmail migration, GW client upgrade, E-Ballot and Office 365 whilst working on MAC management, VDI, encryption, MDOP investigations to name a few.
- - Initiated and launched SCCM project to centrally manage all workstations within UP network and streamline support process.
- - Initiated and launched CSIRT (cybersecurity incident response team) to better manage cybersecurity threats and incidents in absence of security manager.
- - Chair of committee who manage suppliers to ensure high levels of service delivery and define hardware and software requirements from vendors servicing the university
- - Part of EARB, ITSPSPC, Security Workgroup, CSIRT & Change Advisory Board
Service Delivery Manager
Pathways Outsourcing
12.2011 - 05.2015
- Primary responsibilities included effectively managing technical team and ensuring clients’ needs and expectations were met. To meet with different departments including procurement, sales, and technical and ensure all processes aligned to meet company objectives. To ensure all clients are satisfied and problems arising resolved within SLA. Communication with clients, third party vendors, ISP, engineers and senior management is key. Make sure that calls are closed and completed within SLA and do not reach escalation point. Responsible for the planning and implementation of numerous server/network/desktop project rollouts. Have to clearly communicate with clients at all times and be able to multitask, prioritize and deal with high-pressure situations. Support many different clients running various systems and network structures. Part of process in recruiting new staff and directly manage a team of seven made up of senior technical lead, solutions architect, remote and field engineers
Senior Network Administrator
Pathways Outsourcing
03.2008 - 11.2011
- Primary responsibilities included being the primary point of contact for 6 to 8 clients, effectively managing their entire IT infrastructure. I was the point of escalation for technical engineers. Travelled a lot during this period to Durban, CPT, Nelspruit, Mmabatho, Venda, etc. to implement projects. Technologies implemented were mainly Microsoft based (Windows Server and Microsoft Exchange).
Technical Support Engineer
01.2005 - 02.2008
- Had to ensure all calls accurately documented and categorized in CRM system. Responded to calls logged telephonically, remotely or to onsite and had to ensure all calls were responded to within SLA. On-going communication with superiors and client IT liaison was key. Had to troubleshoot network, systems and applications to correct malfunctions and any IT operational problems.
IT Administrator
Zinchem A Division of Zimco Group PTY LTD
04.2003 - 12.2004
- Responsibilities included managing a +- 30 user server/pc IT environment. The company was running Windows NT, windows 2000 and Unix Server. Server based applications included Microsoft Exchange 2000, Syspro, Lotus Notes, Advantage, Backup Exec, Symantec Antivirus, Mailmarshal. Pc’s were running Windows 98 and Windows 2000.
Education
Diploma - Information Technology
University of Johannesburg
01.2003
ISO/IEC 27001 Foundation Certified - undefined
Torque IT
12.2021
COBIT 2019 Foundation Certified - undefined
Torque IT
08.2020
ITIL V4 Foundation Certified - undefined
Axelos
02.2020
Advanced Diploma - Information Resource Management, Information Technology
University of South Africa/Universiteit van Suid-Afrika
01.2019
Skills
Operations Management
Certification
ISO/IEC 27001 Foundation
References
Lindi, Scott, (Former Line Manager Univ. of Pretoria),
0828808547
Yzelle Roets (Deputy Director ITS Strategic Support Univ. of Pretoria)
0836361402
Yzelle.Roets@up.ac.za
Storm Gibson (Former Line Manager Pathways Outsourcing)
0834409311
Timeline
Head of Information Technology Services (Infrastructure & User Support)
Saint-Gobain
06.2024 - Current
Digital & IT SSA User Support Manager
03.2022 - 05.2024
Endpoint Manager
University of Pretoria
06.2015 - 02.2022
Service Delivery Manager
Pathways Outsourcing
12.2011 - 05.2015
Senior Network Administrator
Pathways Outsourcing
03.2008 - 11.2011
Technical Support Engineer
01.2005 - 02.2008
IT Administrator
Zinchem A Division of Zimco Group PTY LTD
04.2003 - 12.2004
ISO/IEC 27001 Foundation Certified - undefined
Torque IT
COBIT 2019 Foundation Certified - undefined
Torque IT
ITIL V4 Foundation Certified - undefined
Axelos
Advanced Diploma - Information Resource Management, Information Technology
University of South Africa/Universiteit van Suid-Afrika
Diploma - Information Technology
University of Johannesburg
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