Summary
Overview
Work History
Education
Skills
References
Miscellaneous
Timeline
Generic
Imran S. Casoojee

Imran S. Casoojee

Service Delivery Manager
Cape Town

Summary

Service management professional with extensive expertise in delivering and optimizing service operations. History of streamlining processes and improving client satisfaction through robust project management and strategic initiatives. Focused on team collaboration and achieving results, known for adaptability and reliability.

Overview

18
18
years of professional experience
2
2
Languages

Work History

Service Delivery Manager (Tier III/Enterprise)

Capita
08.2023 - Current
  • Management of customer requirements across their managed IT/network services with Capita.
  • From LAN to WAN, desktop IT and project support as the client’s business needs expand.
  • Coordinating field staff, service desk, management, specialized technical services with project management and directors in line of service.
  • Monthly and quarterly reporting on incidents, service requests and change management to stakeholders and directors.
  • Weekly check-ins with customers to see to any of their ad-hoc requirements.
  • Ever-present in Change Advisory Board meetings to present the prospected infrastructure changes to customers with confidence and direct project scopes/timelines as needed.
  • Direct involvement with any and all high/critical priority incidents and changes.
  • Technical training of staff (other SDMs) on best practices, current trends and processes.
  • Customers served: BBC, Devon County Council, Murdock Builder Merchants, Virtual Lease Services (VLS), Swindon Borough Council, Capita Poland and Mitsubishi Asset UFJ Management.

CRM / IT Manager

Seeff Property Group
10.2022 - 06.2023
  • Managing Hubspot across the different offices with their different needs and business units, dealing with reporting and attribution funneling for the various agents/sales teams as well as data-point management.
  • Ensuring that marketing mails, workflows and dashboard reporting runs smoothly to present to directors/management on a weekly basis regarding the performance of the various silos, sales and new contacts that come in through the many channels we support.
  • Building business units from scratch that features multiple integrations with other platforms including Mailchimp, Property24, Private Property and more.
  • Onboarding and training of new staff, refresher courses for old staff, training videos and writing documentation for others regarding Hubspot.
  • Other duties included day-to-day IT queries (software and hardware) from staff, printer issues/networking and managing the general digital wellbeing of the business.

Second Line Support Analyst

Vista Entertainment Solutions
04.2021 - 09.2022
  • Second line helpdesk support for bespoke software (Vista and Veezi) across both large cinema chains as well as independent theater operators.
  • Daily duties include ticket/incident management, troubleshooting customer issues, identifying patterns and trends to raise with development/product management.
  • Calling customers, arranging focus sessions regarding their queries and ensuring smooth operation of their cinema-related applications.
  • Platforms supported: Vista, Veezi.

Senior Support Analyst

ComputaCenter
03.2020 - 03.2021
  • Helpdesk support on multiple applications across multiple large enterprises and public service clients such as, but not limited to, Transport for London, Alstom and the UK’s NHS.
  • Day to day duties include taking customer contacts by telephone, chat and email while logging/attending to tickets for customers’ end users and their internal digital services support teams.
  • Collation and documentation of trends, problems and changes to ensure smooth future operations and identify key opportunities to fix/future-proof software solutions.
  • Tools used include Active Directory, SCCM, CyberArk, Avaya, ContactPro, Citrix, SharePoint, SAP, Adobe Acrobat, MS Office, MS Teams, FieldReach Data Manager, BMC ITSM/Remedy, ServiceNow and many more.

Digital Specialist / Trainer / Front End Support Analyst

Roobix
04.2019 - 02.2020
  • Helpdesk support and training (documentation, live training and video training).
  • Ensure that customers and internal stakeholders’ support and guidance requests are fulfilled by means of direct website editing, name server maintenance and domain provider assistance.
  • Training aspects include a strong focus on creating and maintaining training documents of varying lengths (some one page documents, others step-by-step manuals and design descriptors) as well as creation of both bespoke and form video tutorials (mainly with Loom) in order to enable our staff and customers to better see to their own needs for our products.
  • Skype calls and other live training methods implemented in order to ensure satisfaction.
  • Photoshop, Loom, inDesign and various other systems are used to achieve these goals.
  • Systems included are WordPress, Elementor, Jupiter X, WP Engine and WP Bakery with an emphasis on web-FTP (PHP, HTML, JS).
  • Reason for wanting to leave: wanting to specialize more in areas I find myself more effective than current job allows (technical documentation, video/tutorial documentation).

Document Production Analyst

Kurtosys
04.2018 - 03.2019
  • Helpdesk support and production for factsheet clients on a day-to-day basis.
  • Duties include assisting with ad-hoc queries and the main monthly production across two large-scale enterprise clients.
  • Refining and editing SQL datasources to runs were key duties to ensure good, smooth production months.
  • Systems and skills used are FreshDesk, FundPress, SQL (Microsoft SQL Server) and Talend.
  • Documentation for both training and step-by-step tutorials designed in order to upskill internal staff.
  • Loom and Powerpoint as well as lengthy PDF documents put together surrounding the technical aspects of the various products and tools used by the company were all part of the job.
  • Systems covered include Wordpress, Fundpress, Talend, TAC (Talend Admin Console), RStudio and Excel guides.

Technical Support

BrandsEye
12.2016 - 03.2018
  • Helpdesk support as well as preventative maintenance on client accounts, training clients and new staff to use our host of internal applications as well as the client facing ones.
  • Documentation of systems and API testing/data retrieval.
  • Duties including telephone/email/HelpScout/Olark communications with clients, ensuring smooth and successful usage of the data collection and opinion mining workflows for the clientele across all regions including South Africa, UAE and UK.
  • Usage of Rstudio and occasional dabbling in IntelliJ IDEA.

Helpdesk Analyst, IT Support (Local & International)

GraphicMail / SharpSpring SA
12.2015 - 11.2016
  • Helpdesk support, client account management and customer liaison, problem identification and research of emerging trends within the field.
  • Duties including telephone/email/Salesforce Desk communications with clients, ensuring smooth and successful usage of the marketing automation, SMS and emailing platforms for the clientele across all regions including South Africa, Australia, USA and UK.
  • Assisting customers with HTML queries, CSS and Javascript issues in ensuring that their emails, newsletters, campaigns and list management on the SharpSpring platforms.
  • Analysis of competitor CRM tools which included managing identical accounts on Hubspot, Sprinklr and other competing brands.
  • Reason for leaving: South African office was closed down, all staff retrenched.

Helpdesk Analyst, IT Support (for HAYS Recruitment UK)

Computacenter ZA
08.2014 - 11.2015
  • Remote/Helpdesk support for large corporate UK client, duties including basic desktop support, advice and guidance, assistance with MS Exchange configurations and managing SLAs while maintaining relationships with the customer’s SLMs and executives.
  • Reason for leaving: Better offer at SharpSpring with a little one on the way.

Helpdesk/Remote Technician +Partner in Business

Ink Squad CC
03.2014 - 07.2014
  • Remote/Helpdesk support for existing clients as well as overflow of other companies.
  • Customer relations and securing new business-based clientele.
  • Management of Hubspot and other CRM to identify clientele.
  • Reason for leaving: Relocation to Cape Town.

Branch Manager/Technician

Ink Squad CC
11.2013 - 03.2014
  • Selling of stock, adhering to profit and turnover targets as well as merchandising, as well as desktop/remote support for laptop/desktop machines as well as printers.
  • Management of Hubspot and other CRM to identify clientele.

Salesperson

Hi Fi Corporation
11.2012 - 11.2013
  • Selling of stock, adhering to profit and turnover targets as well as merchandising, as well as desktop/remote support for laptop/desktop machines as well as printers.
  • Reason for leaving: Better growth and pay at Ink Squad.

Field Agent, IT sales

Direct Access
03.2012 - 10.2012
  • Presenting to, selling to and maintaining good relationships with clients to ensure smooth dealing and repeat business.
  • Remote support for any problems customers experience.
  • Using Hubspot and other CRM to identify and secure sales.
  • Reason for leaving: Commission-only pay structure was not alright, despite strong performance.

LCR Server Specialist/Helpdesk/Technician

Real People
08.2011 - 03.2012
  • Ensuring smooth operations of the Taros server system, maintaining working relationships with clients, remote and/or telephonic support for end-users’ terminals, computers and client program applications.
  • Reason for leaving: company downsizing.

General Clerk - Origination.

Real People
03.2011 - 08.2011
  • Reviewing and quality control of personal finance applications, approval of assurance as well as internal repairs/support in the IT field.

Manager of Camera Department

Pollock’s Kodak Express
08.2008 - 10.2008
  • Selling mid-range to high-end cameras/optical equipment, lenses and peripheral equipment.
  • Ordering of stock.
  • Reason for leaving: wanting to study further + lack of growth.

Casual

Pollock’s Kodak Express
01.2008 - 07.2008
  • General sales of photos, cameras and accessories.

Hockey Coach

Selborne College
03.2007 - 08.2007
  • U/14B hockey coach.

Education

Matric -

Selborne College
East London
01.2007

ITIL V4 - Information Technology

PeopleCert
London
04.2001 -

ITIL V3 - undefined

TorqueIT
01.2015

CompTIA A+ - undefined

CCS
01.2009

CompTIA N+ - undefined

CCS
01.2009

Skills

    Service level agreement management

    Client relationship management

    Incident management

    Performance improvement

    ITIL framework

    Project implementation

    Customer engagement

    Operations support

    Mentoring and training

    Incident investigation

    Pain point resolution

References


  • Shaheen Matthews, Manager, GraphicMail, +27 83 966 0966
  • Ben Brashear, Manager, SharpSpring, +27 82 932 4965 / +1 888-428-9605
  • Tamsanqa Spencer, Team Leader, BrandsEye, +27 63 458 7175


  • Ricky Chiew, Senior Product Specialist, Vista, +44 784 1348 803
  • Juanita Baumgart, Operations Manager, Seeff Properties, 082 927 4708
  • Shurayh Booley, Service Delivery Team Lead, Capita, 083 200 4780

Miscellaneous

  • Boxing and fitness enthusiast
  • Music (guitar, bass, keyboard)
  • Affiliated Twitch.tv broadcaster
  • Avid Reader

Timeline

Service Delivery Manager (Tier III/Enterprise)

Capita
08.2023 - Current

CRM / IT Manager

Seeff Property Group
10.2022 - 06.2023

Second Line Support Analyst

Vista Entertainment Solutions
04.2021 - 09.2022

Senior Support Analyst

ComputaCenter
03.2020 - 03.2021

Digital Specialist / Trainer / Front End Support Analyst

Roobix
04.2019 - 02.2020

Document Production Analyst

Kurtosys
04.2018 - 03.2019

Technical Support

BrandsEye
12.2016 - 03.2018

Helpdesk Analyst, IT Support (Local & International)

GraphicMail / SharpSpring SA
12.2015 - 11.2016

Helpdesk Analyst, IT Support (for HAYS Recruitment UK)

Computacenter ZA
08.2014 - 11.2015

Helpdesk/Remote Technician +Partner in Business

Ink Squad CC
03.2014 - 07.2014

Branch Manager/Technician

Ink Squad CC
11.2013 - 03.2014

Salesperson

Hi Fi Corporation
11.2012 - 11.2013

Field Agent, IT sales

Direct Access
03.2012 - 10.2012

LCR Server Specialist/Helpdesk/Technician

Real People
08.2011 - 03.2012

General Clerk - Origination.

Real People
03.2011 - 08.2011

Manager of Camera Department

Pollock’s Kodak Express
08.2008 - 10.2008

Casual

Pollock’s Kodak Express
01.2008 - 07.2008

Hockey Coach

Selborne College
03.2007 - 08.2007

ITIL V4 - Information Technology

PeopleCert
04.2001 -

ITIL V3 - undefined

TorqueIT

CompTIA A+ - undefined

CCS

CompTIA N+ - undefined

CCS

Matric -

Selborne College

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Imran S. CasoojeeService Delivery Manager