Kücken - IT Service Management - Cape Town, Western Cape, South Africa

Markus Kücken

Cape Town, Western Cape, South Africa


Markus is an experienced, well-qualified IT specialist with 14 years in the industry. He has worked in a number of roles, such as IT Manager, Network Engineer, and IT Co-ordinator, and also has experience with Project Management, Team Leadership & IT Business Analysis.

He is an exceptionally well-organised, analytical, and logical thinker, and would be well-suited to environments where the emphasis is on technical capability and problem-solving. Having said that, he also possesses excellent communication skills and a great sense of humour, so would be comfortable in an environment where teamwork is emphasized over individual ability, too.

He is passionate about technology and the IT industry as a whole, and is particularly enthusiastic about hardware, networks and security, and project management with a focus on business continuity.

Markus creates balance in his life by pursuing a number of creative interests outside of his technical work, such as photography, gardening, reading, and listening to music. He is a well-rounded employee, able to use both logical and creative thinking, and seeks long-term employment within a dynamic organisation where problem-solving is rewarded, and dedication is valued.


IT Service Management


ITIL Foundation V3:
• Introduction to Service Management,
• Service Level Management,
• Incident Management,
• Problem Management,
• Service Desk,
• Capacity Management,
• Configuration Management,
• Change Management,
• Release Management,
• Availability Management,
• IT Service Continuity Management,
• Financial Management for IT Services.

Work History

IT Manager, Network Systems Engineer & IT Coordinator for SUN Microsystems

Twenty4help / Teleperformance

May 2008 - July 2010

Supporting infrastructure for the following clients:
(Hewlett-Packard South Africa & UK, SUN Microsystems (Oracle), STA Travel, Carphone Warehouse, BPS and Daily Telegraph)

Objectives of position:
1. Primary contact for IT department & security requests;
2. Introduction of new customer interaction technologies;
3. Co-ordination and consulting, including client contact;
4. Communication with IT suppliers;
5. Technical leadership of the IT service team;
6. Being a delegate in the IT department;
7. Optimization of all building-related and cost-relevant processes;
8. Coordination of building alterations and additions;
9. Procurement and repairs;
10. Pre-selection of objects;
11. Effective space planning and implementation, continuously adapting to changing requirements;
12. Problem-resolution in line with organizational, technical, commercial and legal regulations, including compliance to ISO27001 and PCI DSS standards.

Key Responsibilities:
- Networking
- Telephony
- Training & Lab Maintenance
- Internal Systems
- Help Desk Administration
- Asset Management
- Client Management
- Team Leadership

Analytical Support, Systems & Business Analysis (Business Process Analysis), Troubleshooting, Staff Training, Research into Products and market, Team Management, Task Delegation, Project Prioritization, Project Management, ITIL Methodology, Facility Management and Site Security (Access Control & CCTV)

- Relocation of the business with +300 seats to a new building and growing the capacity to a site with 745 seats, while managing both sites (+1100 seats) and getting the site PCI DSS compliant.

- Creation of custom solution for customers; e.g developing a call monitoring solution (hardware only) which consisted of +50 LCD screens across multiple floors.

- Passed IT Project Management with Distinctions at University of Stellenbosch Business School

- Passed New Managers Development with Distinctions at University of Stellenbosch Business School

Technical Support Representative (2nd Level)


September 2005 - June 2007

Provide high quality technical support in German and English to customers for Thawte and VeriSign individual PKI certificate products (digital encryption) on the telephone and electronically via IRC (Chat), e-mail and ticket system.
Other Responsibilities:
1. Monitor support channels to ensure the team adheres to proscribed SLA’s for various support channels
2. Knowledge base and Support site (play a key role in ensuring that the content in the KB and on the support site is up to date, correct, comprehensive and assists in driving down customer contacts.)
3. Specific tasks (ensure the optimum performance of the specific roles or tasks assigned to me)
4. Ownership and handling of escalations
5. Communication and training

Multitasking, Analytical Support, Troubleshooting, KCS (System Flowcharting Problems relating to causes, facts and solutions), Training, Research into Products and market, Time Management, Technical Cryptographic (PKI) Support, People Skill

- Highest Team contributions

Promotions (12/2006):
Knowledge Centered Support Facilitator & VeriSign DE Champion

Desktop Support Engineer (2nd Level) {contract}


November 2004 - June 2005

My role of the Desktop Support engineer was to provide desktop support services to all Digica customers according to the agreed customer SLA’s.
• To resolve support calls as necessary according to expertise and knowledge within contract terms.
• To install and configure customer hardware and software as required according to customer requirements.
• Escalate issues to Senior Desktop Support or product specialists within Digica.
• To visit customer sites to resolve issues.
Key Result Areas (KRA’s)
• Build & configure desktop computers according to standards and business requirements.
• Install and configure desktop software.
• Provide user support in respect of the desktop environment.
• Provide advice and consultancy in respect of desktop change requests.
• Implement and maintain all security standards on desktops.
• Administer and control the acquisition and issuing of hardware spares in line with client agreements.
• Update Help Desk call information and advise Help Desk staff as required.
• Assist with desktop or server- related projects as required.

General Troubleshooting, Systematic System Migration, Active Directory Administration, Citrix Shadowing/VNC/Remote takeover

Customer Support Engineer (1st Level)

Dimension Data

January 2004 - October 2004

During my time at Helpdesk I had to:

1. Provide telephonic support
2. Handle all software library issues/requests
3. Provide support & resolve all calls that were placed on Helpdesk’s assignment group
4. Data & Mail restores
5. Application support (MS office, Adobe…etc.)
6. Maintaining Library (Software & Books).

My further responsibilities while on helpdesk was the incoming electronic mail:

1. Prioritize & assign problems to individual Helpdesk members
2. NT, SAP, BPCS & IPASS account un-locks & password resets

Being on helpdesk meant providing first line support for other teams like PC/LAN, Backoffice & SAP/SAPBASIS, by providing them with as much information as possible to resolve the problem’s experienced by the client!

Active Directory Administration, SAP Troubleshooting, Satellite Troubleshooting, General Troubleshooting

IT Manager

Optima Hydraulics

September 2000 - January 2003

My key responsibilities were to see to it that the day-to-day operation of the business were available 24/7, they included:
1. See to it that the Back-ups ran;
2. Check E-mail System;
3. Check if all systems are ok & running (Server, Financial Package)
4. Check & maintain a workable workflow (data)
5. If the need was there; assisted users with office applications, 6. PC problems and/or printing/printer problems.
Problem-resolution in line with organizational, technical, commercial and legal regulations, including compliance to ISO9001, ISO14001 & ISO27001

Network Administration, Equipment Service Negotiations (SLA), Training, Research into Products and market, Time Management, General Troubleshooting, Project Prioritization, Project Management, ITIL Methodology, Systems & Business Analysis (Business Process Analysis), Facility Management and Site Security (Access Control & CCTV),

- Improved company infrastructure
- Increased production throughput
- Cost reduction of cost centres
- Generate manuals and presentations for the 2002 Trade Show
- Assisted the MD & Sales team with the generation of a new marketing strategy.

IT Business Analyst (Freelance)


January 1999 - January 1999

• Trilingual (Afrikaans, English & German) Technical Support;
• IT Capacity planning;
• Systems & Business Analysis;
• Business Process Analysis;
• New Product Design (Hardware only) mainly HTPC's;
• Pre- and After Sales Support (Hardware & Software);
• Hardware and Software Training;
• Data recovery;
• Setup & Support of disaster recovery (backup) systems;
• Network design and installation;
• NAS & DAS (Mass storage setup/configuration)
• Hybrid Cloud Support (Private & Public Cloud Computing)
• System & Data migration
• LAN, Internet, Wifi, anti-phishing (identity theft) Security Support
• InfoSec Authentication.


BPO Infrastructure

Please see the attached file for an overview of the infrastructure built and managed.

BPO Infrastructure

Please see the attached image for the last infrastructure built and managed.

BPO Infrastructure

Please see the attached file for an overview of the infrastructure built and supported.

BPO Project

Please see the below image for an overview of the last infrastructure built:

Qualifications & Certifications


New Horizons


Stellenbosch University/Universiteit Stellenbosch


Stellenbosch University/Universiteit Stellenbosch

VeriSign SA


Prestige Academy

Prestige Academy



ITT Centre




Parow High School

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