Rushdi Paleker

• Manage the campus service desk
function.
• Ensure that all calls are logged,
ticketed, allocated correctly, and
attended to within an agreed
service level time frame
• Report weekly on ticket resolution
and address deviations
• Ensure that ticket escalation
protocols are adhered to
• Identify repetitive issues and
action the appropriate processes to
identify and resolve the root causes
of these issues
• Escalate unresolved issues and SLA
non-compliance as required

• Provide general IT support via
tickets allocated to all staff and
students on campus in respect of:
o IT administrative support
including user creation,
logins, password resets,
system, and software
upgrades
o Software support
o Desktop support
o Telephony support
o Technical trouble shooting
o Teams support and
integration

• Develop, agree, and implement
protocols and service levels for
24/7 support, crisis support and
quick response
• Identify IT training needs on
campus, source training material
and arrange training based on
need

• Provide first level support for
network issues on VLAN, Lan and
WIFI infrastructure
• Provide first level support on AD,
DHCP, server hardware and
software

• Ensure that all venue AV systems
are in working order and
maintained
• Provide venue and event IT
support for venue event audio-
visual support as required

• Participate in the management of
the Campus as a member of the
Campus management team and represent the
campus in all IT matters
• Compile the campus IT Capex and
Opex budgets in collaboration with
the Head of Campus and COMPANY
IT
• Monitor and report on the campus
IT Budget
• Participate as members of the IT
GRC Committee including assisting
in policy definition; policy
compilation; policy
implementation and fast tracking

• As the Desktop engineer in the IT Operations space within Tech Mahindra, I am responsible for maintaining a team of 2 engineers as the POC for local IT
• I am responsible for but not limited to logging, troubleshooting and resolving user-end tickets as well as front line support to our Vodacom contact centre sites
• Installation of hardware and software across multiple platforms as well as upgrading systems and software as needed
• I set up and deploy, maintain and keep track of company laptops issued to all management staff
• I manage and maintain all Microsoft 365 and exchange accounts
• I also advise which software or hardware would be best suited for the purpose intended.

• As the Desktop engineer in the IT Operations space of the various clients within Capita SA, I am mainly responsible for but not limited to logging, troubleshooting and resolving user-end tickets as front line support to all clients within all Capita sites
• Installation of hardware and software across multiple platforms as well as upgrading systems and software as needed
• I set up and deploy, maintain and keep track of company laptops issued to all management staff
• I manage and maintain all Microsoft 365 accounts ie: making sure the correct licensing is applied, creating and giving access to shared or standalone mailboxes
• I create and maintain active directory accounts as well as making sure all rules and policies are applied that are required by Capita and/or our clients in order to protect all data
• I am well exposed to networking as well
• I troubleshoot and resolve any connectivity issues within the business, and I assist the network engineer with various projects
• I work very often and closely with our network engineer
• Some of the duties I perform are racking and stacking switches, configuration of the switch using Putty, patching of network points, cabling – crimping, repairing and laying down new cables
• I also advise which software or hardware would be best suited for the purpose intended
• We use Mcafee ePolicy Orchastrator to enforce any policies set out by Capita
• Each machine will have the Mcafee agent installed which links up to the orchestrator which then pushes and enforces company policies as they are created or updated on a local or an international level
• My duty is to make sure every machine deployed has the agent installed and all the latest policies enforced correctly and will have to troubleshoot if there are any issues.

• Manage the call volume, daily attendance and program break schedules
• Assist with creation of metrics and targets for services
• Work closely with the operations team to analyse and improve their service delivery processes
• Generate ideas for process and service improvement planning
• Compile daily, biweekly and monthly reports that is communicated directly to the client
• Use trends and reported to forecast requirements
• Assist with operational projects and other duties that may have been assigned to me.

• Customer support
• Assist and answer all questions asked by customers regarding cell phone contracts
• Offering tailor made packages best suited to the customer’s needs.

• Client support
• Answer, troubleshoot and log customer queries
• In this roll I not only applied my knowledge of networking while assisting and help maintaining client network infrastructure but also learnt basics of optic fibre, how to install, maintain and troubleshoot connectivity or network related queries
• I was able to assist clients from an advanced support level via troubleshooting and answering basic questions, however, I could elaborate technically in-depth if needed.