Michael Wakefield's curriculum vitae outlines his personal and professional experience. He has over 30 years of experience in information technology, including positions as a head of service delivery and services supervisor where he managed technical support teams. He has extensive training and certifications in computer systems, networking, and applications such as Windows, Office, and security software. His background also includes over 13 years of experience in the South African Air Force as a firefighter, instructor, and training officer.

1. CURRICULUM
VITAE
MICHAEL
WAKEFIELD
CURRICULUM VITAE
1. PERSONAL DETAILS
Surname: Wakefield
Christian name: Michael John
Tel: (082 495 9008)

2. Email: mike.wakefield@bcx.co.za
Identity number: 670124 5109 084
Marital status: Single
Drivers License: Code 02 / A
Code 10 / EB
Nationality: S.A. citizen
Health: Excellent
Language ability: Language Write Speak Read
Afrikaans Excellent “ “
English Excellent “ “
Hobbies/Sport: Computers;
2. COMPUTER LITERACY:
2a. Operating systems
Excellent knowledge OS: Windows 95/98/2000/XP Pro SP3/SBS/Vista/
Windows 2000 Professional / Windows 2003 Server/
Windows7 / Windows8.1
2b. Applications
Excellent knowledge: Complete Office 2003/XP/2010/2013
Internet Explorer 8 ; Lotus Notes 6.5; Groupwise 6.5;
Novell Client; AS400; JDE; CM; SAP (Installation) +
(Configuration); Anti Virus Packages; Backups; CD Burning
Software; Fax port (Network Fax solutions); Printer Setup
Local / Network; VNC (Remote) Support; Ghost Convey;

3. Agent; Partner (Law); Law Active (Law) Win Deed;
Modular Messaging; Banking Platform (Software); SMS;
Adobe software; Active Directory; Exchange; ISA; Veritas
backupexec; Backups; Citrix; Remedy; PeopleSoft; PBX;
Avaya.
2c. Internet
Excellent knowledge Internet IE 8 usage for office
Automation and research
Configuration / Settings
3. TERTIARY EDUCATION
Maitland Technicon, course in Electronics, N3, Completed managerial courses in
SAAF successfully + (Certified Train the Trainer). (NQF 5), Edtech 1, at the SANDF
Colet / Kolot (College of Educational Training). (NQF 4/5). 1994
Computer Training: September 1999 - December 1999
a. Microsoft, A+ and N+
b. Microsoft Certified Systems Engineer (MCSE) NT
c. MCP 2000 Pro / XP / 2003 current
d. Outlook / Lotus Notes / Groupwise
e. (HP) Certified, Servers (2009)
f. (Dell) Desktop/Notebook Certified (2014)
Computer Course
INSTITUTION: Cyber IT Solutions, Cape Town
Course Contents:
Microsoft A+ Technician Course / N+ / MCSE
Microsoft Certified Systems Engineer Course: (MCSE)
ITIL Foundation certificate and COBIT5
All core modules NT and TCP/IP / IIS. I successfully completed a course on Windows 2003
Server.
I have Excellent Knowledge of Win 2003 Server + XP / Office 2003 and 2007 SP3 + SBS
(Small Business Server) / Vista / Windows 7 / Windows 8.1
EMPLOYMENT
Current:

4. SAB:
Head Service Delivery / Services Supervisor. Monitoring the SLA, projects, managing the
SAB support team. Managing SLA, Projects, Patching and system health of all systems.
Managing a regional technical support team of 15 members. Monitoring calls on ITSM and
managing the technical staff to meet SLA’s.
Kraft Foods:
Head Service Delivery / Services Supervisor. Managing projects on site. Assurance of client
satisfaction daily. Coordinating VC meetings, assisting with user support. Log and resolve of
calls. Time management. Write processes and make the engineers aware of changes. Train
and assist the support team with their tasks. Reporting on SLA etc.
Business Connexion
BHP Billiton: Position: Head Service Delivery, Services Supervisor, performing tasks of
managing the Technical staff of 9 customer engineers on site. Services Administrator and
recourse scheduler reports to me daily on the Remedy calls. Assurance of client satisfaction
daily. Coordinating VC meetings, assisting with user support. Log and resolve of calls.
Dealing directly with the vendors and follow up on outstanding requests. Time management.
Write processes and make the engineers aware of changes. Train and assist the support team
with their tasks.
Previous:
Afrox NCSC (National Customer Service Center) Dedicated, Senior Customer Engineer
managing a SLA on desktop, laptop, server calls and also assisting on minor Avaya system
calls. Supporting +/- 318 users.
Business Connexion: AngloGold Ashanti (Corporate): as Senior Customer Engineer,
Microsoft platforms. +/- 500 users.
Business Connexion: Rivonia Regional Office as Senior Customer Engineer. Dedicated
Engineer and site representative for CIS, managing all desktop, laptop/notebook, printer,
PBX, server, and backup’s related call’s, monitoring the site and call’s logged on Remedy on
a SLA. +/- 290 users.
Business Connexion: Santam (Illovo, Auckland Park and Bruma) as Dedicated Senior
Customer Engineer. Responsible for all IT related requests, Printers, Notebooks, Desktops,
Servers, Backups etc. Setup of Proxima’s for “VC” video conferencing between Cape Town
(HQ) and JHB. CEO, EXCO and High profile support, 3G setup, mobile synchronizing and
any Hi Tech related requests. Dedicated engineer, Santam JHB. +/- 240 users.
CSS Group contracted out to Business Connexion, contracted out to Sasol (Solvents) as a
Dedicated engineer, appointed as Senior Customer Engineer/ Workshop Manager. I

5. was appointed as Senior Customer Engineer, Desktop Expert, Reaction Team Leader, Group
Leader of PC Technicians, Workshop Manager over the PC Workshop / Maintenance and
Printer’s, supervising workflow. Manage Projects on site. Assist in drawing up and
implementation of (Standard Operating Procedures) SOP's. I was managing the (Service
Level Agreement) SLA’s in own allocated area, achieving a 100% for 11 consecutive
months. Worked in own allocated area as dedicated engineer, supporting + - 200 user's, Thin
Clients, Network Desktop PC’s, Notebook’s and Proxima (HP and Tatung).
Responsible for interviewing and evaluating new applicants, represented management with
Training and was the Occupational Health and Safety Rep.
Other
Reckitt Benckiser employed as 2nd/3rd
Level Support Engineer / Helpdesk Coordinator. Tasks
involved Active Directory, exchange, setup of Dell desktops / notebooks, Wireless setups /
cell synchronization, networking, PABX patching, Veritas backup data, Anti virus protection,
Remote desktop and VNC.
Lafarge South Africa. I was employed by LSA as a Customer Engineer / 1st
Level Support /
Plant System Analyst (Access). Promoted to 2nd
Level Support Coordinator. VPNS; Qos
Telkom monitoring, and promoted to 2nd/3rd
Level Support Coordinator for ARMIS and Help
Desk Coordinator. (ARMIS - Africa Regional Management Information Systems).
Implement SOP’s, making sure monthly reports are up to date. SOX evaluation tasks
preparations.
Business Engineering as Manager / System support engineer / Network Administrator of
wireless networks of Municipalities in the Northwest Province and stationed in Vryburg.
Duties entitles managing the engineers, daily Veritas backups, check that networks are up,
make sure the internet and email for the district area’s are functional daily. Implementing
GPO’s, AD (Active Directory); managing exchange and general support on all servers;
desktops and laptops, in the district.
7 iNet supporting Legal software/hardware and networks in the southern Cape area for
Lawyer / Attorney firms. I was supporting all Microsoft products, Win 2003 Server, Office
2003 etc. Legal software, Windeed, Ghost convey, ghost agent, ghost partner, Law Active.
Involving Active Directory; Exchange and all Office packages (Full). Responsible for Anti
virus checks on systems at clients, updates on software versions, documenting asset on
systems, and training users on the use of the legal software.
Nedcor Rivonia XP rollout involving the upgrade of the OS from Win 2000 – Win XP.
Backup of data, reinstalling and setup of new and existing programs.

6. Media 24 Auckland Park as Customer Engineer, Supporting Win 95, 98, 2000, ME, XP,
2003 only Microsoft related included Office packages.
SANBS Citrix rollout. Involving setup of software on an XP platform.
South African Air Force, (1985-1998). Served in the S.A.N.D.F. as a Firefighter where I
held the position of Senior Firefighter, Instructor and Training Officer, Certified Train the
Trainer. Occupational Health and Safety, Nosa.
PREVIOUS LEADERSHIP POSITIONS
I was appointed as Fire Chief 1989/1994 Lanseria Air Force Station.
I was appointed as Crew leader supervising sixteen Firefighters on Duty.
I was appointed as Training Officer, Air Force Base Langebaan. Train the Trainer.
TELEPHONIC REFERENCES
Tel No: Zelna Perez-Shanchez- (0823747333) –Service Manager BCX
Gavin Naidoo - (0828748659) – Managing Exec BCX
Patric Barron - (0827872095) – Senior Manager BCX

7. Media 24 Auckland Park as Customer Engineer, Supporting Win 95, 98, 2000, ME, XP,
2003 only Microsoft related included Office packages.
SANBS Citrix rollout. Involving setup of software on an XP platform.
South African Air Force, (1985-1998). Served in the S.A.N.D.F. as a Firefighter where I
held the position of Senior Firefighter, Instructor and Training Officer, Certified Train the
Trainer. Occupational Health and Safety, Nosa.
PREVIOUS LEADERSHIP POSITIONS
I was appointed as Fire Chief 1989/1994 Lanseria Air Force Station.
I was appointed as Crew leader supervising sixteen Firefighters on Duty.
I was appointed as Training Officer, Air Force Base Langebaan. Train the Trainer.
TELEPHONIC REFERENCES
Tel No: Zelna Perez-Shanchez- (0823747333) –Service Manager BCX
Gavin Naidoo - (0828748659) – Managing Exec BCX
Patric Barron - (0827872095) – Senior Manager BCX