Richard Williams

Managed a team of 26 staff members, overseeing the establishment, development, control, and strategic orientation of the technology roadmap. Led all aspects of IT cloud infrastructure, alerting & monitoring, Windows Server OS, VMware, Citrix, Linux, Ansible, Active Directory/ADFS, development pipelines, and IT operations, maintaining high performance and reliability.

Senior IT Manager leading a team of 26 engineers ,Project Managers,Incident & Problem Managers and Team Leads

Managed a team of 16 staff, including Team Leads and Operations Manager, supporting over 6000 staff. Responsible for service design, operational design, SLA measurement, KPI implementation, and strategic thinking.

Maintained high performance levels for service-related processes and implemented improvement activities. Took ownership of critical incidents, coordinating resolution parties and establishing effective communication for post-incident reviews.

Managed end-to-end IT Service Management, including Major Incident Management, Global Service Desk Major Incident & Escalations Management, and Problem Management. Led IT Services teams and managed stakeholder relationships.

Coordinated IT Service Management disciplines across African and EMEA regions, including Incident Management, Problem Management, IT Project Management, and IT Change Management. Managed an IT team of 55 staff and stakeholder relationships.

Maintained and optimized local company networks and servers, overseeing device and password management, and data backup and system security operations. Assessed system performance, recommended improvements, and resolved escalated issues.

Coordinated IT Service Management disciplines across African and EMEA regions, including Incident Management, Problem Management, and Project Management. Governed the portfolio of EUC services, their life cycle, and external service providers.

Led day-to-day operational support for server, storage, or network infrastructures, including building, patching, testing, and deploying complex systems. Performed complex storage and server data backup, data migration, and disaster recovery operations.

Provided IT management consultancy, including vendor/supplier SLA management and technical support to contracted clients. Handled hardware and software support, and sales.

Scheduled tasks at job sites, troubleshot issues, and performed emergency services. Designed and installed computer hardware configurations, software, and networking systems.

Repaired all Mecer components, including add-on cards and optical drives. Performed repairs on Mecer and Toshiba notebooks and desktops.

Performed onsite repair and maintenance of Sahara and IBM systems. Designed and installed computer hardware configurations, software, and networking systems.

Prioritized and resolved IT concerns, escalating serious issues to relevant stakeholders. Documented processes, maintained service desk records, and made recommendations to optimize IT performance.

Completed TOGAF certification in Enterprise Architecture. This certification provides a framework for enterprise architecture.

Achieved COBIT 2019 certification in IT Governance. This certification focuses on IT governance and management frameworks.

Obtained Industrial Electronics N6. This qualification provided advanced knowledge in industrial electronics.

Achieved Mathematics N6. This qualification provided advanced mathematical skills.

Completed Logic Systems N6. This qualification provided advanced knowledge in logic systems.

Obtained Apple Certified Support Professional from MacWay. This certification focuses on supporting Apple products.

Achieved ITIL v3 Foundations from Axelos. This certification covers the fundamental concepts of ITIL service management.

Obtained an IT Diploma in Computer Science. This diploma focused on practical aspects of computer science.

Completed a Diploma in Information Technology Management. This qualification enhanced skills in managing IT operations and strategies.

Earned a Diploma in Business Management & Entrepreneurship. This program provided insights into business operations and entrepreneurial principles.

Received a Diploma in Business Management from Altron. This diploma focused on core business management practices.

Completed Customer Service Excellence certification at Altron. This enhanced skills in delivering high-quality customer service.

Achieved Agile Business Analysis certification through Altron / IIBA. This certification focused on agile methodologies in business analysis.

Completed Business Data Analytics certification through Altron / IIBA. This program provided expertise in analyzing business data.

Obtained a Diploma in Operations Management and Supervision. This diploma focused on managing and supervising operational processes.

Achieved CISSP certification in Security. This certification demonstrates expertise in information security.

Obtained CAPM certification in Project Management. This certification validates fundamental knowledge in project management.

Achieved PMP certification in Project Management. This certification demonstrates advanced proficiency in project management.

Completed Prince 2 Agile Foundation certification. This certification covers the basics of agile project management using the Prince2 framework.

Achieved Prince 2 Agile Practitioner certification. This certification demonstrates practical application of agile project management within the Prince2 framework.

Grade: 97%

Obtained IT Service Management ISO 20000 certification. This certification focuses on IT service management systems.

Completed ITIL V4 Foundation certification. This certification provides an understanding of the ITIL 4 framework.

Achieved Lean Management certification from Altron. This certification focuses on lean principles for process optimization.

Completed ASI Manager Service Desk certification from Altron. This certification focuses on managing service desk operations.

Obtained CompTIA Cloud + certification. This certification validates knowledge in cloud computing technologies.

Achieved AWS Cloud Practitioner certification. This certification covers fundamental AWS cloud concepts.

Completed Azure Fundamentals certification. This certification provides foundational knowledge of Microsoft Azure cloud services.

Obtained Google Workspace certification. This certification focuses on using Google Workspace tools for productivity.

Achieved GCP Associate Cloud Engineer certification from Altron. This certification validates skills in deploying and managing applications on Google Cloud Platform.

Completed Amazon Cloud Practitioner certification from Altron. This certification covers fundamental AWS cloud concepts.

Obtained Certified Systems Administrator (MCSA) certification. This certification focuses on administering Microsoft Windows Server environments.

Achieved Certified Systems Engineer (MCSE) certification. This certification demonstrates expertise in designing and implementing Microsoft infrastructure solutions.

Completed Microsoft - MCTS certification. This certification focuses on specific Microsoft technologies.

Obtained Microsoft Desktop Support Technician (MCDST) from Torque. This certification focuses on supporting desktop environments.

Achieved ICDL A -- (Microsoft Certified IT Professional / MCITP) certification. This certification covers fundamental IT skills.

Completed ICDL B --(Microsoft Certified IT Professional / MCITP) certification. This certification covers advanced IT skills.

Obtained PC Technology (Server +) certification. This certification focuses on server hardware and software.

Achieved Comptronics (A+) (N+) certification. This certification covers computer hardware and networking fundamentals.

Completed Network Security certification. This certification focuses on securing computer networks.

Obtained Certified IT Professional (MCITP) certification. This certification validates comprehensive IT professional skills.

Completed Google Data Analytics certification. This certification covers data analysis techniques using Google tools.

Obtained Google Advanced Data Analytics certification. This certification focuses on advanced data analysis techniques.

Achieved Google Business Intelligence certification. This certification covers business intelligence concepts and tools.

Completed Oracle Partner Network Cloud Solution Engineer Specialist certification. This certification focuses on Oracle cloud solutions.

Obtained Citrix certification. This certification focuses on Citrix virtualization and networking solutions.

Achieved VMware Certified Professional VCP certification. This certification validates skills in VMware virtualization technologies.

Completed Software Systems certification covering Shell scripting, HTML, Ethical Hacking, and SQL. This certification provided foundational programming and development skills.

Achieved Agile Scrum Master certification from 2KO Africa. This certification demonstrates proficiency in leading agile scrum teams.

Completed ITIL v3 Practitioner certification from Torque IT. This certification focuses on practical application of ITIL principles.

Obtained Certified Scrum Master (CSM) from 2KO Africa. This certification validates understanding of Scrum framework and agile principles.