Caidan Mclennan
@caidanmclennan
Operations & Technical Specialist specializing in Zendesk automation, analytics, and fraud-fault detection across betting platforms.
South AfricaWhat I'm looking for
I’m an Operations and Technical Specialist who rapidly progressed from Junior Analyst into senior-level leadership, consistently ranking as a top performer. I pioneered a Tech Ops function that bridged support, development, and business operations through automation, ticketing restructuring, workflow optimization, and enhanced monitoring.
At Bet Software, I evolved into Primary Zendesk CRM Administrator for the Hollywoodbets Group—owning system configuration, workflow design, automation, ticketing architecture, and optimization across multiple brands. I spearheaded confidential investigations under NDA, led QA for dashboards and 2nd/3rd line resolution, and helped reduce redundancy while improving SLA adherence. I also automated 8 support database tasks via the support power tool to increase speed and strengthen access security.
I’ve driven measurable impact through analytics—monitoring KPIs like SQL CPU usage and withdrawals/deposits per minute using Dynatrace and Elastic—and by evaluating projects for ROI and cost-to-business impact. Beyond execution, I set and developed SOPs, trained both new and senior staff, and even contributed insights on the future of IT for the company site.
Experience
Work history, roles, and key accomplishments
Operations and Technical Specialist
Bet Software
Oct 2024 - Present (1 year 9 months)
Proposed and delivered automation, ticketing structure redesigns, monitoring optimization, and workflow improvements, including Primary Zendesk CRM administration for the Hollywoodbets Group. Advanced from Junior Data Support Analyst to intermediate Ops (Level 4), leading training and supporting confidential, high-risk investigations under NDA.
Global Support Analyst L1
Bet Software
Sep 2023 - Nov 2024 (1 year 2 months)
Provided Tier-1 global technical support across SQL, APIs, account errors, and transactional discrepancies while investigating unauthorized financial discrepancies and system breaches. Monitored key performance indicators and delivered analytics and reporting improvements that influenced the creation of the Operations & Technical Specialist department and ticketing changes.
Support Analyst Intern
Integrity Software
Feb 2023 - Jul 2023 (5 months)
Supported client and server/user installations while performing first-line support and maintaining documentation for bug and feature requests. Managed database-related work using SQL/MySQL Workbench and handled FTP/SFTP transfers with scheduled cron jobs for encrypted daily/monthly extracts.
Education
Degrees, certifications, and relevant coursework
IIE’s Varsity College
BSc Honours, Computer & Information Sciences
2025 -
Pursuing a BSc Honours in Computer & Information Sciences (in progress).
IIE’s Varsity College
Bachelor’s degree (Application Development), Computer and Information Sciences
2019 - 2021
Completed a Bachelor’s degree in computer and information sciences in application development.
IIE’s Varsity College
Higher Certificate, Business Calculations and Information Technology
2018 - 2018
Completed a Higher Certificate in Business calculations and information technology in support services.
Maritzburg College
Matriculated (High School Certificate), High School
2013 - 2017
Completed high school and matriculated (High School Certificate).
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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