Mich User

The Patch Cycle is my personal brand and practical AI automation lab, where I build production workflows, test emerging tools and share what I learn with IT professionals and business owners.
• Introduced recurring gap-analysis reviews to maintain alignment between AI workflows, operational documentation and knowledge repositories.
• Implemented cross-platform peer review, using independent AI sys

Held delivery accountability across approximately ten infrastructure teams, acting as the coordination point between engineers, Team Leaders, Senior Operations Management, project managers, delivery leads and customer stakeholders.
TRS and delivery management
• Managed incoming work for delivery readiness, identifying missing requirements, dependencies and information gaps before engineering assig

Led approximately 18 engineers across five ring-fenced technical teams supporting a major enterprise customer: SCCM Tooling, Patch Management, Windows Tier 2, Windows Tier 3 and Office 365 Messaging.
• Ran daily huddles covering workload, overnight events, urgent work, blockers and escalations.
• Set and reviewed KPIs, conducted performance reviews and monthly one-to-ones, supported development pl

Held integrated service accountability across SCCM, Release Management, Patch Management, Wintel, Change Management, Application Packaging, Event Monitoring and Build Management.
• Acted as an escalation and coordination point across technical teams, account management, workplace portfolio management and internal service providers.
• Maintained stakeholder communication on operational risks, depen

Helped establish and mature the South African Patch Management capability, supporting enterprise customers across complex production environments.
• Developed reusable runbooks, role definitions and operational processes that remained in use across customer services.
• Guided junior analysts, coordinated schedules and acted as Technical Lead or Team Lead when required.
• Supported major-incident r

Helped establish the Patch Management service for the South African office and supported multiple enterprise customers using SCCM 2007/2012, WSUS, BladeLogic and SolarWinds.
• Performed controlled after-hours patching of servers and workstations, including change preparation, deployment monitoring and investigation of persistent failures.
• Produced SQL-based post-deployment reporting covering pat

Provided advanced desktop, application and access support for enterprise users.
• Resolved escalated incidents and fulfilled controlled service requests through the Vantive service-management platform.
• Administered Active Directory accounts, access groups, shared drives, mailboxes and distribution lists with documented approval.
• Supported software deployment, remote troubleshooting and user/da

Delivered first-line request fulfilment and account administration for enterprise users.
• Managed tickets through Vantive from assignment to completion.
• Supported Active Directory accounts, password resets, access groups, shared drives, mailboxes and distribution lists.
• Deployed approved applications and completed remote support with customer authorisation.
• Managed user moves between domain

Provided first-line support to global enterprise users in a 24/7 service-desk environment.
• Logged, diagnosed and resolved incidents through ITBM, retaining ownership through first-time fix or evidence-based escalation.
• Supported users by telephone and email across multiple countries and rotating shifts, including weekends.
• Performed remote troubleshooting for Windows, Microsoft Office, VPN,

Worked as Service Desk at Advocate Solutions.

Issued Apr 2023

Issued Sep 2023 · Expired Sep 2024

Issued May 2017

Issued Sep 2016

Issued Sep 2013