Open to opportunities

Imran Daniels

@imrandaniels

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Senior IT Support and Cloud Support specialist delivering calm, SLA-driven resolutions across enterprise environments.

South Africa

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What I'm looking for

I’m looking for remote or hybrid work where I can own Level 2 escalations end-to-end—combining Microsoft 365/Active Directory/Intune support with AWS troubleshooting—while delivering SLA-driven, calm customer communication and permanent fixes.

I’m a Senior IT Support and Cloud Support professional with 6+ years of experience supporting enterprise, cloud, and end-user environments across international clients and global AWS customers. I’m known for calm problem-solving, excellent customer communication, and owning complex issues through to resolution.

In Level 2 / escalation support, I manage incidents, service requests, and problem records in ServiceNow while protecting SLA compliance. I administer Active Directory (including onboarding/offboarding, password resets, group access, and GPO support) and manage endpoints with Microsoft Intune for enrollment, compliance, application deployment, and remote actions.

I also support cloud operations, troubleshooting production web application issues hosted on AWS and assisting with EC2, RDS, ELB, Auto Scaling, Route 53, and API Gateway. My experience spans regulated financial services and high-urgency executive support, with a consistent focus on root cause analysis and permanent fixes.

Experience

Work history, roles, and key accomplishments

Senior Service Desk Analyst

Computacenter ZA

Apr 2021 - Mar 2024 (2 years 11 months)

Provided Level 2 escalations and managed incidents, service requests, and problem records in ServiceNow, maintaining SLA compliance and minimizing downtime. Administered Active Directory and Microsoft Intune and supported Microsoft 365 for executives and regulated financial-services users.

ServiceNow Active Directory Microsoft Intune Microsoft 365 Root Cause Analysis SLA

Cloud Support Associate

Amazon Web Services (AWS)

Mar 2015 - Oct 2017 (2 years 7 months)

Delivered multi-channel technical support for a global AWS customer base, troubleshooting production issues for web applications hosted on AWS. Supported EC2, Auto Scaling, ELB, RDS, Route 53, Elastic Beanstalk, and API Gateway, and worked with Solutions Architects on onboarding and scalable solutions.

AWS EC2 Amazon RDS Route 53 Elastic Beanstalk API Gateway Production Troubleshooting Customer Support Cost Optimization

Technical Support Representative

Amazon.com

Feb 2014 - Mar 2015 (1 year 1 month)

Provided multi-channel technical support for Amazon devices, apps, and streaming services, resolving customer issues through troubleshooting. Maintained clear customer communication across phone, email, and chat support channels.

Customer Support Technical Troubleshooting Phone Support Email Support Live Chat Support Devices & Apps Support Streaming Services Support Customer Communications

Technical Support Representative

iiNet

Sep 2012 - Feb 2014 (1 year 5 months)

Provided ISP support for ADSL and Fibre customers across Windows and macOS platforms. Investigated connectivity and service issues and supported customers until resolution.

ISP Support Networking Fundamentals