Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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
03.2021 - 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
01.2016 - 03.2021
  • 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
01.2007 - 12.2015
  • 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
01.2003 - 01.2007
  • 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
04.2001 -

Skills

Software installation

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
03.2021 - Current

Systems Engineer

Nedbank
01.2016 - 03.2021

SCCM Administrator

T-Systems South Africa
01.2007 - 12.2015

Senior Desktop Engineer

CSC Computer Science
01.2003 - 01.2007

High School Diploma -

Groenvlei Senior Secondary
04.2001 -

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Mogamat Faizal KamaldienPosition Lead IT Support Specialist