Summary
Overview
Work History
Education
Skills
Accomplishments
PERSONAL DETAILS
Timeline
Training
Generic
Shiraz Hoosen

Shiraz Hoosen

UNDERWOOD,QLD

Summary

Dynamic IT professional with 24 years of comprehensive experience in delivering technical support and managing complex IT systems. Expertise in fostering team collaboration and driving successful project outcomes, with a strong focus on operational efficiency and measurable results. Recognized for adaptability to evolving technological landscapes and a commitment to strategic planning, process improvement, and cultivating a culture of accountability. An encouraging team player and analytical problem-solver, skilled in team building and relationship management, dedicated to enhancing employee engagement and boosting overall performance.

Overview

25
25
years of professional experience

Work History

IT Specialist / Team Lead (JHB)

FNB Corporate
12.2002 - 03.2025
  • Managed team in Gauteng of about 20 technicians and resolved customer complaints.
  • IOS, Linux, Windows 7, 10, 11 Support
  • Office 2010, 2013, 2016+, Office 365 Support
  • Maintain SLA
  • Telephony support (VoIP)
  • Ability to troubleshoot, fix, and escalate to relevant teams
  • Video Conference & Teleconference Support in Boardrooms
  • Manage Incidents, Requests & Problems on CA ServiceDesk
  • Mobile Device Management (Apple & Android)
  • Support with the implementation of desktop projects or change programs as required by business
  • Maintain compliance, such as, antivirus updates, patch installation, managing correct OS’s & hardware.
  • Contribute to the maturity of cyber threat hunting framework within the team
  • Examine network topologies to understand how data flows through the network
  • Assist in the creation of processes/procedures, technical documentation, as well as completion of projects
  • Identify, propose, and initiate improvements to the organization’s security and IT infrastructure posture
  • Log parsing and analysis skill set and previous experience developing and refining correlation rules
  • Continually evaluate our hardware and software usage to ensure we are using best of class at an appropriate cost and in line with group standards
  • Ensure effective monitoring of all business-critical servers, systems, and processes
  • Implement Operational improvements & Security strategy
  • Apply Group IT Standards across the platform
  • In-depth knowledge of ITIL processes (Release, change, incident, and problem management) are applied to daily, weekly, monthly responsibilities.
  • Ensure backups are complete daily and if there are failures ensure complete resolution in a timely manner
  • Ensure availability of all IT systems including Azure, Intune, Exchange and ISE.
  • Monitor incident trends across the IT landscape
  • Ensure all Projects are logged in a timely manner and that it meets business expectations
  • In-depth understanding of call centre Telecommunications and related systems
  • Manage all new requests for infrastructure, document all relevant technical specification for the required build which will include JAD session feedback to business
  • Prepare and manage the release process
  • Manage all desktop related projects which includes upgrades, rollout, and escalations
  • Track and manage all IT audits and see them through to resolution
  • Track and manage all IT security and vulnerability related findings
  • Schedule, scope and manage all security penetration tests
  • Manage all SSL certificates and Access related requests
  • Efficient IT Team Service Support and Solution Delivery. Ensure timely and effective response to all IT related incidents, problems, requests, tasks, and queries associated with both Service
  • Support and Solution Delivery. Measured against SLA's, IT service support best practice and FNB service standards
  • Cost Efficiency Improvement: Actively works with clients to find solutions to issues and identifying new and alternative solutions.
  • Configuration, maintenance, and upgrade of systems.
  • Configuration of New Systems/Applications and maintaining and upgrading existing systems
  • Increased Individual Competencies. Measure by the completion of development activities agreed Upon
  • Backups and restoring data Legato backup administration, Windows Server administration
  • Creating user accounts, groups and securities.
  • Writing out of procedures for software as well as Virus solutions
  • Asset Management.
  • Making sure process and procedures are met and adhered to.
  • Regional Testing of projects that are aligned to policy standards.

Network Technician

Metrorail (Praxiatech)
05.2002 - 11.2002
  • Perform 1st line & 2nd line support to the client and user, both hardware & software.
  • Backups and restoring data, Windows Server administration
  • Hardware upgrades
  • Software support & Citrix Support.
  • Writing out of procedures for software as well as Virus solutions
  • Printer Configurations
  • Logging of calls through Heat Application

Assistant Foreman

GH Trading (Import, Export)
03.2001 - 03.2002
  • Administration.
  • Overseeing the packaging and transportation process.
  • Support of Japanese laptops at head office.
  • Managed team of 5 staff

Desktop Support Specialist

M-Web
02.2000 - 02.2001
  • Perform client and user support, both hardware & software.
  • Printer Configurations & Minor Repairs to Printers & Network Printers
  • Connecting Workstations Windows Machines onto network via Ethernet/Token-Ring
  • Workstation Updates
  • After 7 months I was placed in charge of Technical Support NT security.

Education

Higher Certificate in Management of Technology and Innovation -

DaVinci Business School
08.2025

Diploma In Business Management - undefined

Boston House College
01.2019

Diploma in USB Executive Development (FGLP) - Management Roles, Project Management and Planning & Financial Management

University of Stellenbosch
01.2017

ITIL IT Service Management - undefined

PeopleCert
01.2015

MCSE, A+, N+ - undefined

MWEB / DYNAMIX
01.2012

Oracle DBA (Oracle Certified Prof.) - undefined

CS Holdings
01.2002

Grade 12 - English, Afrikaans, Computer Technology, Mathematics, Biology, Business Economics

Boston House College
01.1999

Skills

  • IT problem-solving expertise
  • IT process documentation
  • IT service management
  • IT trouble shooting skills
  • Technical process documentation
  • Support ticket management
  • Collaborative networking abilities
  • Effective resolution skills
  • Client relationship development
  • Cross-functional teamwork
  • Knowledgeable in ITIL processes
  • Remote technical assistance
  • Adaptability to change

Accomplishments

  • Participated in various incentive programs and contests designed to support achievements of production goals.
  • Recipient of individual and departmental awards for providing stellar client service.
  • Groomed for leadership in the Future Generations Leadership Program.
  • Best Employee in accountability award.

PERSONAL DETAILS

English and Afrikaans

Timeline

IT Specialist / Team Lead (JHB)

FNB Corporate
12.2002 - 03.2025

Network Technician

Metrorail (Praxiatech)
05.2002 - 11.2002

Assistant Foreman

GH Trading (Import, Export)
03.2001 - 03.2002

Desktop Support Specialist

M-Web
02.2000 - 02.2001

Diploma In Business Management - undefined

Boston House College

Diploma in USB Executive Development (FGLP) - Management Roles, Project Management and Planning & Financial Management

University of Stellenbosch

ITIL IT Service Management - undefined

PeopleCert

MCSE, A+, N+ - undefined

MWEB / DYNAMIX

Oracle DBA (Oracle Certified Prof.) - undefined

CS Holdings

Grade 12 - English, Afrikaans, Computer Technology, Mathematics, Biology, Business Economics

Boston House College

Higher Certificate in Management of Technology and Innovation -

DaVinci Business School

Training

  • Windows 2000 Pro. & Server (CS Holdings) 2001
  • Citrix Metaframe (Bytes Technology) 2005
  • Oracle D.B.A , Pl/SQL (CS Holdings) 2002
  • IBM netfinity (IBM) 2001
  • Linux Fundamentals & Systems Admin (Opening Minds) 1999 to 2000
  • Microsoft Office 2000, 2003, XP, 2007, 2010, 365 2000 – current
  • Windows 2003 , 2008 server, Managing an Active Directory Environment (JHB) 2004
  • Altiris Deployment Management (Altiris JHB) 2005
  • MCSE 2003 (DYNAMIX) 2007
  • Cisco ISDN1 & 2 2016
  • CCNA (NIL Data Africa) 2024
  • Diploma in Business Management (Boston House) 2019
  • Higher Certificate in Management of Technology and Innovation (daVinci Business School) 2024

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Shiraz Hoosen