Freelancer, Cape Town, Western Cape

ICT Freelancer & Writer                                                                                                   (08/2017)-Present

• Worked with individuals and companies to resolve IT-related problems, improve operations and provide exceptional customer service.
• Configured hardware, devices, and software to set up work stations for employees.
• Helped streamline repair processes and update procedures for support action consistency.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Wrote and proofread blog and social media posts, website copy and articles.
• Evaluated project requirements and content standards for each project in order to produce copy in line with creative structure.
• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
• Marketed services through social media platforms and advertising services.
• Consulted with editors to shape a story and eliminate any errors.
• Authored 10 ghostwritten books with style and voice to fit selected genres.
• Published author of a travel book, written for a well-known travel series of books.

TI Automotive Group Systems, East London, Eastern Cape

ICT Manager South Africa                                                                                             (06/2010)-(07/2017)

• Managed, implemented and maintained the company’s national South African network.
• Managed helpdesk and conducting performance evaluations. Used LanDesk ticketing systems to manage and process support actions and requests.
• Managed and implemented all South African systems projects. Created full-fledged implementation plans, accounting for ROI, cost-benefit and other analyses
• Produced budget, SLA and KPI report each month, updating senior leaders on progress and roadblocks.
• Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
• Coordinated ongoing technical training and personal development classes for staff members. And conducted yearly staff evaluations.
• Created and maintained disaster recovery, policies and procedures, asset management/tracking and compliances for the South African IT department.
• Worked with the EU teams and director to resolve system problems, improve operations and provide exceptional customer service. Along with detailed assessments of risk to determine constraints and develop mitigation strategies.
• Assisted the business with product selection based on stated needs, proposed use and budget.
• Trained and supported end-users with software, hardware, and network standards and use processes. Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
• Retained existing vendors, reviewed SLA's and sourced new ones.
• Installed software, modified and repaired hardware and resolved technical issues.
• Remained up to date on the latest technologies and solutions applicable to company products in order to provide the best support to end-users. Enthusiastically participated in job-related training to enhance skills and extend expertise in IT technology and management.

IC Brokers, East London, Eastern Cape

IT Systems Manager and Support Consultant                                                                (09/2005)-(03/2010)

• Managed, implemented and maintained the company’s network and all systems projects
• Patched software and installed new versions to eliminate security problems and protect data.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Configured hardware, devices, and software to set up work stations for employees.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Brokedown and evaluated user problems using test scripts, personal expertise and probing questions.

Taylor Woodrow Construction, London, UK

Site Project Manager and UK Systems Support                                                             (04/2002)-(07/2005)

• Managed, implemented and maintained new site projects.
• Patched software and installed new versions to eliminate security problems and protect data.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Configured hardware, devices, and software to set up work stations for employees.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Brokedown and evaluated user problems using test scripts, personal expertise and probing questions.

Experience History

NYK Line, London, UK

Project Manager and Third Line Support                                                                      (06/1999)-(03/2002)

London Electricity, London, UK

Site IT Manager and Project Team Lead                                                                       (02/1996)-(02/1999)

Shell South Africa, Cape Town, Western Cape

Project Team Lead and Network Administrator                                                            (01/1994)-(12/1995)

East London Technical College, East London, Eastern Cape

Short Course Lecturer                                                                                                    (01/1993)-(12/1993)

BP South Africa, Cape Town, Western Cape

Systems Analyst/Programmer                                                                                        (01/1991)-(12/1992)

Punchline Business Systems, East London, Eastern Cape

Regional Systems Consultant                                                                                         (10/1988)-(12/1990)

Alkhan Management, East London, Eastern Cape

Systems Support Specialist                                                                                             (02/1986)-(09/1988)