Musa Ndobe
Summary
Service Desk Manager, IT Administrator and IT management, Service delivery Manger
Equipped with extensive experience in Managing and Supporting a Service desk Environment. Documented Success during 10+ years of career- From IT support techno service desk manager with extensive knowledge of customer service and technical operations. Efficient and highly motivated with working knowledge of principles and techniques of effective management. In depth knowledge of evaluating tickets to determine trends and escalation paths. Technically oriented and analytical, exercises independent judgment and decision-making abilities in establishing technical standards, ensuring adherence, and in evaluating technology problems and creating manageable solutions.
Overview
17
17
years of professional experience
8
8
Certifications
Work History
Service Delivery Manager& Project Manager
EOH & Diageo
Johannesburg
10.2022 - Current
- To ensure maximum availability of the service desk thus enabling business to access the first point of contact to IT
- To ensure a high first line call resolution is achieved at first point of contact thus ensuring speedy turnaround time are achieved
- To ensure that all performance management and training needs of staff in the Service Desk unit are met
- To ensure service continuity by accurately categorizing, prioritizing, allocating and resolving service requests and incidents to deliver on current SLAs maintain continuous high-level customer service
- To develop SOPs and generate inputs into monthly reports to report on performance and compliance
- To inform the Senior managers of the operational budget requirements for the support unit to improve operational efficiency
- To manage all staff, leave service requests to ensure that requests do not hamper operational activities
- To ensure resource availability during business hours and attend to escalations by supervising the stand-by service
- To ensure the optimal use of toolsets, service desk standards and client specific processes aligned to ITIL best practice
- Improve customer service experience, create engaged customers, and facilitate organic growth
- Keep accurate records and document customer service actions and discussions
- Keep accurate records and document customer service actions and discussions
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Manage all IT Projects Provide project updates on a consistent basis to various stakeholders about strategy
- Develop, implement, and review operational policies and procedures
- Assist HR with recruiting when necessary
Service Desk Manager
09.2021 - 10.2022
IT Administrator / Service desk Manager
Comair Limited
09.2018 - 08.2021
Desktop Support Engineer
Trenstar SA
06.2015 - 09.2018
- Responding to client support requests
- Contacting clients to find out the nature of the problem
- Troubleshooting hardware and software issues
- Installing and maintaining hardware and computer peripherals
- Installing and upgrading operating systems and computer software
- Troubleshooting networking and connection issues
- Ad Management and Creation of new users and joining Pc to Domain
- Desktop support
- Printer Support
- 3rd Party Software Support
- Operating System Install / Configure and Maintain
- Equipment Setup (PC’s, Laptops)
- Assist with Anti-Virus Remediation
- AP management and Router set-up
- Onsite User Support
- Microsoft Windows & Office Application Support and Installation
- Windows Server Management & Administration
- Microsoft Office 365 2nd Line Support & Administration
- Escalation of issues to 2nd
- Perform long-term fault, configuration, performance and security management of Desktops systems
- Install, configure, and support end-user IT hardware and software within acceptable response times
- Manage users on systems (reset passwords, create new accounts etc
Team Leader / Service Desk Manager
Microsoft
01.2007 - 01.2016
- Managed the operation of Service Desk personnel to provide support to 3800 users
- Ensured adherence to standards
- Led in development of strategic directions for teams to address critical business needs
- Formed and facilitate root cause analysis teams as needed
- Managed SLAs for the entire team are, communicate clear expectations to customers regarding response and resolution times
- Server Maintenance Management, Draft report for servermaintenance
- Manage office 365 portal
- Present Monthly Management Report to IT Manager and CIO
- Apply best practice Office 365 security and compliance configuration
- Mentor and assist team members when required
- Resolving escalations and problem calls
- Assess supported customer environments with a view to suggesting initiatives that could serve to improve the levels of support and service we provide as a team
- Root-cause analysis for complex issues as per the problem management process
- Proactive monitoring, evaluating, recommending, testing of new and existing platforms, Service Desk / Help desk
- Incident, Change and Problem Management
- Technical Support
- Application Support
- Provide IT Support to all Users within company
- Provide the appropriate assistance to all IT Related Issues, and when a resolution is not provided, escalate when applicable
- Troubleshoot issues that are raised to the Service Desk
- Ensuring 100% accuracy in the service desk platform, including tickets, tasks, to-dos, and other elements
- Ensuring inbound channels for customer queries are active, operational, and manned adequately at all required hours
- Ensuring all customer communication is fast, accurate, and informative
- Critical incident management
- Weekly and monthly reporting
- Continuous improvement of systems and processes
- Aid customer retention and satisfaction
- Help to improve efficiency, processes, documentation, and automation
- Infrastructure Management: Managing the organization’s I&T infrastructure, which includes servers, storage, networks, end-user devices and other hardware components
- Ensure optimization and maintenance of infrastructure
- Systems Management: Managing the organization’s I&T systems, which include software applications, databases, and other critical systems
- Vendor Management: Managing relationships with I&T vendors and service providers, monitoring service level agreements, and ensuring that vendors are meeting the organization’s needs
- Technical Support: Providing technical support to end-users, ensuring that they are able to access and use I&T systems effectively
- Provide guidance and support to the I&T help desk and other I&T support staff
- Ad Management and creation of new users., Apply policies and manage user and computer accounts through Microsoft Group Policy
- Build and maintain effective relationships with key stakeholders, displaying sound abilities to communicate at all levels
- Act speedily to resolve problems, conflicts and bottlenecks as required
- Act as the primary interface managing the services relationship between the clients
- Perform client-facing service activation activities and support GDC in service activation completion
- Operations performance, including:
- Service Improvement Plans
- Establish, monitor, and report Service Delivery Reports
- Escalation management and Reporting
- Meeting Management with Clients
- Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams
- Use influence and negotiation to achieve win-win outcomes
- Liaise with key stakeholders to track progress on tasks, manage expectations and ensure internal clients’ needs are met
- Proactively communicate, share information and facilitate discussion and debate
- Anticipate and manage conflict, demonstrating an ability to resolve differences, particularly where these may be stalling the implementation of agreed plans
- Plan technical debt road maps
- Leave management
- Configure servers for security vulnerability scanning and install security patches on compromised servers every week
- Assist with resolving critical alerts (Security and Infrastructure) with regards to the ICT
- Log and manage service requests and escalate major and critical incidents to the Systems Administrator Team Leader or to external service providers
- Follow up on logged service requests and helpdesk escalations
- Support internal and external users with connectivity to the relevant system
- Administer system users and parameters
- Liaise with service providers and users on the progress of service request
- Adhere to Change control procedures throughout the lifecycle, support for end-users
- Makes decisions independently, within area of responsibility without unnecessarily referring to others
- Welcomes change, is empowered and works with colleagues to identify ways of achieving improved results through flexibility to working style and approach
Desktop Support Engineer
Cancom SA
04.2013 - 06.2015
- Provide technical user/system support for desktops/laptops and user computing environment
- Perform installations on hardware and software
- Assist users via Service Desk process
- Upgrades, maintenance and repairs on hardware
- 1st Level troubleshooting and repair for domains, NOS, Networking and applications
- Monitor and administration of printing system
- Scanners support (Mc67, Mc65, RFID Scanners, C70.C71)
- Load, Setup and Customize software/hardware and install PC's, Printers, and peripherals
- Participate in Customer IT projects
- Adhere to internal Administration & Operational processes
- Advise and assist regarding the procurement of all ICT equipment and consumables
- Provide a high quality of user support to include:
- Desktop support
- Server support
Education
T Service Desk: Management Fundamentals - undefined
<ul><li>Linkedin ITILCourse completed</li><li>2020 Linkedin SQL Fundamentals course</li></ul> - undefined
Software Specialist - undefined
Boston College
A - undefined
Boston College
AwsCloud Essentials 5 - undefined
Grade 12 - undefined
Elim High School
Skills
Team Managementundefined
Certification
ITIL Foundation (LinkedIn Learning)
Timeline
Service Delivery Manager& Project Manager
EOH & Diageo
10.2022 - Current
Service Desk Manager
09.2021 - 10.2022
IT Administrator / Service desk Manager
Comair Limited
09.2018 - 08.2021
Desktop Support Engineer
Trenstar SA
06.2015 - 09.2018
Desktop Support Engineer
Cancom SA
04.2013 - 06.2015
Team Leader / Service Desk Manager
Microsoft
01.2007 - 01.2016
T Service Desk: Management Fundamentals - undefined
<ul><li>Linkedin ITILCourse completed</li><li>2020 Linkedin SQL Fundamentals course</li></ul> - undefined
Software Specialist - undefined
Boston College
A - undefined
Boston College
AwsCloud Essentials 5 - undefined
Grade 12 - undefined
Elim High School
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