Mogamat Faizal Kamaldien
Position Lead IT Support Specialist
Cape Town
Summary
Dynamic IT professional with extensive experience at Old Mutual, excelling in technical support and system administration on various platforms. Proven track record in software installation and desktop support, enhancing user satisfaction through effective troubleshooting and staff training. Adept at managing high call volumes while implementing innovative solutions to improve operational efficiency.
Overview
22
22
years of professional experience
Work History
Lead IT Support Specialist
Old Mutual
2021.03 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- ECM (SCCM) administration
- Intune administration
- Azure administration
- M365 administration
- HP Proactive Insights and Analytics administration
- Google Chrome administration
- 3rd line support for the desktop engineers
Systems Engineer
Nedbank
2016.01 - 2021.03
- Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality.
- Designed high availability strategies to minimize downtime during critical systems outages or disasters recovery scenarios.
- Developed custom software solutions for various business needs, resulting in improved productivity.
- Conducted end-user reviews for modified and new systems.
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Completed software updates and assessed security patches for optimized computer use.
- ECM (SCCM) Administration
- 3rd line support for the desktop engineers.
SCCM Administrator
T-Systems South Africa
2007.01 - 2015.12
- Maintained accurate asset records by regularly reviewing device collection memberships within SCCM console.
- Streamlined software deployment processes to ensure timely delivery and installation across the organization.
- Resolved technical issues promptly, minimizing impact on end-users and maintaining high levels of customer satisfaction.
- Collaborated with cross-functional teams to establish IT infrastructure standards and improve overall network reliability.
- Developed custom SCCM reports, providing valuable insights into system performance and user activity trends.
- Enhanced SCCM efficiency by implementing automated processes and streamlining server maintenance tasks.
- Diagnosed and resolved hardware and software issues.
- 3rd line support for the desktop engineers.
Senior Desktop Engineer
CSC Computer Science
2003.01 - 2007.01
- Provided expert knowledge during the migration from Windows XP to Windows 10, ensuring a smooth transition for all users.
- Delivered training sessions to junior engineers on technical concepts related to desktop engineering and support best practices.
- Enhanced system performance by implementing desktop engineering solutions and streamlining processes.
- Increased end-user satisfaction through proactive support, timely issue resolution, and effective communication.
- Managed inventory of hardware assets, ensuring accurate record-keeping and proper disposal of obsolete equipment.
- Reduced IT downtime for end-users by effectively troubleshooting and resolving complex technical issues.
- Contributed to company-wide technology refresh projects including hardware upgrades and software migrations.
- Implemented monitoring tools to proactively identify potential problems in desktop environments before they affected endusers.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
High School Diploma -
Groenvlei Senior Secondary
Cape Town, South Africa 2001.04 -
Skills
Software installation
Desktop support
Analytical thinking
Technical support
Hardware upgrades
Remote support
System administration
Microsoft outlook
Windows 10
Hardware diagnostics
Information protection
Technical issues analysis
Staff education and training
Microsoft windows and office
Accomplishments
I was involved in the migration from Windows XP to Windows 10 at Old Mutual.
I am responsible for the certification and maintenance of the hardware (laptops and desktops) and updating the drivers.
Timeline
Lead IT Support Specialist
Old Mutual
2021.03 - Current
Systems Engineer
Nedbank
2016.01 - 2021.03
SCCM Administrator
T-Systems South Africa
2007.01 - 2015.12
Senior Desktop Engineer
CSC Computer Science
2003.01 - 2007.01
High School Diploma -
Groenvlei Senior Secondary
2001.04 -