I am a hardworking individual with 10 years’ experience within the IT Infrastructure plus a broad understanding of the retail industry. I am an effective communicator at all levels within an organization. Customer focused with excellent interpersonal and organizational skills. Strictly adhere to process and procedure and able to deliver within agreed SLA. Excellent knowledge of Microsoft and Apple desktop environment, call centre dynamics, SAP authorization and customer service management. Strong analytical skills, accurate and probing. I have strong leadership skills and pride myself in my ability to unleash potential, I enjoy mentoring people. Clear understanding of service delivery in terms of SLA's, OLA's and underpinning contracts. Good understanding of operations, incident management, problem management and change management.