Roobeshan Perumal
ICT Support Team Leader
Vorna Valley
Summary
Experienced and results-driven ICT Support Team Leader with over 15 years in the ICT industry, spanning educational institutions and telecommunications. Adept at managing technical teams, troubleshooting complex infrastructure issues, driving process improvement, and delivering exceptional client service. Committed to continued professional development and operational excellence.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
ICT Support Team Leader
ADvTECH Group
Johannesburg
08.2024 - Current
- Led a multi-site team of ICT Support Technicians across ADvTECH educational campuses.
- Supervised team performance, SLA adherence, escalations, and technical resolutions.
- Participated in SecOps, M365, and TechOps forums to ensure information flow and IT compliance.
- Provided training to ICT staff, developed knowledge articles, and enhanced service desk operations.
- Maintained oversight of Microsoft 365 environments, business systems, device and network infrastructure.
- Collaborated with Desktop Services and Service Delivery Managers to ensure consistent support delivery.
- Key Skills: Team Leadership, SLA Monitoring, Microsoft 365, ITIL, Knowledge Base Development, Desktop Support, Infrastructure Management, Training & Mentorship
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Managed escalated cases, ensuring timely resolution and providing exceptional service to high-priority clients.
Onsite ICT Support Technician
Crawford Schools
Johannesburg
07.2019 - 07.2024
- Company Overview: ADvTECH Group
- Provided daily technical support to end-users, responding to help desk tickets.
- Managed and maintained desktops, laptops, projectors, SMART Boards, AV equipment.
- Handled software deployment, device imaging, troubleshooting LAN/WLAN issues.
- Maintained inventory, documented fixes, and collaborated with vendors for support.
- Played an integral role in rolling out technology projects and campus-level system upgrades.
- ADvTECH Group
- Key Skills: Troubleshooting, End-User Support, LAN/WLAN, Device Imaging, Software/Hardware Support, AV Setup, Ticketing Systems, Vendor Liaison
Incident Resolution Specialist (Major Incidents & Escalations)
Internet Solutions
Johannesburg
07.2016 - 09.2018
- Managed and reported on Major Incidents (MI), escalations, and 24/7 infrastructure change coordination.
- Took ownership of communication during outages; maintained accurate impact analysis.
- Coordinated vendor responses, compiled MI reports, and facilitated post-incident reviews.
- Managed after-hours support team queues, quality assurance, and shift handovers.
- Handled both internal and external client escalations, ensuring proper documentation and resolution.
- Key Skills: Major Incident Management, Stakeholder Communication, After-Hours Operations, SLA Reporting, Escalation Matrix, Change Management
Carrier Telco Support Engineer
Internet Solutions
Johannesburg
08.2008 - 07.2016
- Reported and resolved 3rd party carrier faults; tested and troubleshot Cisco equipment.
- Delivered high-quality over-the-phone support to managed service clients.
- Logged incidents, maintained SLA compliance, and implemented support best practices.
- Created support documents, forms, and contributed to team training and process improvement.
- Ensured traceability of incidents and participated in continuous innovation initiatives.
- Key Skills: Cisco Troubleshooting, Client Support, SLA Adherence, Documentation, Team Collaboration, Incident Logging
Education
Some College (No Degree) - Mathematics, Science, Radio & TV, Physical Science, Electrical Trade Theory, Industrial Electronics
South West Gauteng College
Johannesburg 01.2002 - 11.2003
Some College (No Degree) - English, Afrikaans, Mathematics, Science, History, Geography, Technical Drawing, Accounting, Computer Studies
Centenary High School
Durban 01.2000 - 01.2001
Skills
- Team Leadership
- SLA Monitoring
- Microsoft 365
- Desktop Support
- Training & Mentorship
- Troubleshooting
- End-User Support
- Device Imaging
- Software/Hardware Support
- Ticketing Systems
- Vendor Liaison
- Major Incident Management
- After-Hours Operations
- SLA Reporting
Certification
CompTIA A+
Own Transport
True
Personal Information
- Date of Birth: 08/11/86
- Nationality: South African
- Driving License: Code 10
- Marital Status: Married
Reference Letter
To whom it may concern, Re: Roobeshan Perumal, I have had the pleasure of having Roobeshan report to me in several roles over the past few years, the most recent of which was the role of Major Incident Duty Leader. Roobeshan is a dedicated individual who is always willing to go the extra mile, he has on more than one occasion worked double shifts to stand in for his peers who were off ill or unable to make it in. I knew I could always rely on Roobeshan to assist me with any escalations at the drop of a hat. Roobeshan had the utmost respect towards clients and internal staff, he was always courteous and willing to assist. These qualities made him popular amongst his peers, management and clients alike. I would recommend Roobeshan for any role within any department that is client facing, operational or sales as his continuous drive to provide world class client service and his commitment to seeing things through are to be commended. I hope you will give Roobeshan every consideration in his future endeavours., Aubrey Kromm, Internet Solutions
Timeline
ICT Support Team Leader
ADvTECH Group
08.2024 - Current
Onsite ICT Support Technician
Crawford Schools
07.2019 - 07.2024
Incident Resolution Specialist (Major Incidents & Escalations)
Internet Solutions
07.2016 - 09.2018
Carrier Telco Support Engineer
Internet Solutions
08.2008 - 07.2016
Some College (No Degree) - Mathematics, Science, Radio & TV, Physical Science, Electrical Trade Theory, Industrial Electronics
South West Gauteng College
01.2002 - 11.2003
Some College (No Degree) - English, Afrikaans, Mathematics, Science, History, Geography, Technical Drawing, Accounting, Computer Studies
Centenary High School
01.2000 - 01.2001
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