Le Tezz Khan

ITIL 4 Foundation

Axelos (PeopleCert)

IT service management framework covering end-to-end delivery of IT-enabled services.

HDI Support Centre Analyst

Asseco Academy

Best practices certification for technical support and service desk excellence.

Microsoft Identity & Access Administrator SC-300

Microsoft

Designing, implementing, and managing identity and access within Microsoft Azure AD and M365.

Diploma in IT (NQF 6)

Richfield Graduate Institute of Technology

Comprehensive IT education covering software development, networking, and systems analysis.

National Certificate: Business Analysis Support (NQF 5)

Impactful

Specialized in business process analysis and optimization techniques.

Cybersecurity Fundamentals – IBM SkillsBuild

ServiceNow IT Leadership Professional Certificate – LinkedIn Learning

Now Assist & Agentic Workflow for ITOM Delivery Accreditation – ServiceNow University

AWS Educate: Cloud 101 & Intro to Generative AI – AWS

Introduction to Data Science – Cisco

Google IT Support Specialization – Coursera

Senior Service Desk Analyst

Ricoh Europe

• Design, implement, and manage cloud-based solutions and hybrid identities using Microsoft Azure AD and Microsoft 365 (Exchange Online, SharePoint).
• Develop and execute PowerShell and Python automation scripts to optimise administrative tasks for Azure and M365.
• Ensure security and compliance by implementing policies via Microsoft Defender and managing access through IAM/RBAC.
• Generated and analysed weekly/monthly performance metrics reports using PowerBI, tracking FCR and ticket volume trends.
• Developed and maintained knowledge base articles, reducing repeat incidents by 25% and improving first-call resolution rates.
• Mentored and provided guidance to junior support staff on complex technical issues.

Learning Opportunity: Automation Engineering

Ricoh Europe

• Developing proficiency in automated workflows using PowerShell, Python, and JavaScript to enhance service delivery.
• Building practical knowledge of CI/CD pipelines via GitHub and Azure DevOps projects.
• Gaining hands-on experience with the ServiceNow platform, workflow triggers, and enterprise integrations.
• Conducting root cause analysis on recurring issues and contributing automation solutions to reduce manual effort.
• Creating and maintaining technical documentation for automation scripts and recovery protocols.

IT Support Analyst

Ricoh South Africa

• Provided Tier I support to 1,000+ users across major SaaS platforms.
• Managed account access, permissions, and deployments via Active Directory, Azure AD, and Google Workspace.
• Reduced access issues by improving VPN/networking support and documentation.
• Contributed to security posture by managing endpoint security tools and enforcing access controls.
• Administered Microsoft licensing and endpoint security.

Human Resources Administrator

Ricoh South Africa

• Handled onboarding/offboarding, HR data management, and employee case resolution.
• Coordinated benefits, payroll support, and disability accommodations.
• Monitored HR metrics and reported trends to leadership.
• Delivered core HR admin functions including SuccessFactors updates and audit compliance.

Learnership

Altron People Solutions

• Developed a professional foundation in written and verbal communication, administrative precision, and customer-oriented support.
• Gained early exposure to workplace procedures, confidentiality, and service delivery in a corporate environment.