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What happens next?

Our Job Search Specialist Mark Beltran will facilitate the next steps:

Mark will let our client know that you have shown an interest in their professional skills.

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Candidate Details

Name :

Richard Mckay
Qualification :
Senior Specialist IT Service Support
Industry :
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Candidate ID:
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Senior Specialist IT Service Support

About our Client

Tech-savvy and solution-oriented professional with extensive experience in planning and managing IT projects and technical operations within time and budget; designing, installing, and maintaining systems.

Well-versed in ensuring smooth running of computing needs and data security, managing IT/computer systems, and evaluating operations. Skilled at identifying problematic area, auditing systems, preserving assets, controlling structures, handling budgets, ensuring cost-effectiveness, and onboarding of users and applications. Adept at testing, configuring, and troubleshooting systems; identify/resolve issues; and enhancing process, productivity, efficiency, and organisational growth.


Technical Proficiencies

Active Directory: Microsoft OS front end and backend | File and data servers Archiving | Microsoft networking | Data classification | Systems management | Microsoft Teams / Unified communications

Citrix services: Terminal services/ Remote desktop services | Mobile Device Management | Microsoft O365 Services | VMWare | IT Architect | Exchange Online Migrations

Cyber Security: Compliance: GDPR, DLP | Azure (In planning) | AWS | Symantec | Disaster recovery | OneDrive Enterprise

Professional Experience

Senior Specialist IT Service Support

Plan and manage Citrix cloud migration feasibility project. Conduct IT audits; cyber security baseline standard and super controls. Ensure playbooks, reporting, and dashboard up-to-date. Implement self-help portal and remedy automation of call logging to bypass IT Service Desks. Improve people survey engagement index. Align with Vodafone INCA and OIT services by providing support for OpCo's with keen focus on International Vodafone alignment. Carry out key functions such as set up Citrix secure zone and perform technology rollout of DLP and SEP for Airwatch. Manage Vodacom Office 365 Application rollout in-line with Vodafone Global Digital Workplace Project rollout. Shut down the BYOD network for all Windows devices. Contribute to various IT Service projects VPN lockdown and Citrix implementations. Maintain catalogue of EIT services align to service classifications.

  • Completed Citrix upgrade within one month and budgetary constraints.
  • Nominated as Top performer and Top talent for three years from 2018 to 2020.
  • Improved efficiency in service management space through structured programmes measurement.
  • Minimised incidents, increased customer service, and reduced manual work through digitisation and automation.
  • Bestowed with team award by CEO for contribution to company remote working plan and technical drive for enablement.
  • Oversaw multitasks such as user incident resolution 90% in <= 1 hour, request resolution 80% in <= end of next business day, and IT SD Calls answered 80% within 30 seconds.

Senior Specialist IT Services

Served as service delivery manager for Vodafone Group IT-related projects for operating markets, including service management and digital workplace programme initiatives.

  • Analysed data for continuous services improvement.
  • Managed IT Helpdesk to Helpdesk support models for other Vodacom African Markets as a service manager.

Supervisor IT Infrastructure

Completed projects included: Program manager and Selected Technology owner, Cloud and Vodafone Group migration project / Project owner and sponsor, Automation, File server migration, and Citrix cloud migration


ITIL Foundation 4 Foundation Certified

Vodacom Achievements programme

Higher Certificate in Management

Courses & Certifications: AWS Solution training for partners; Microsoft workloads and migrating to AWS Business | MCSE 2012; Exam 410, 411 Passed | Citrix CCA | English PTE | VMware VCP | ITIL | Compaq ASE | Microsoft MCSE, NT 4



Technical Skills

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