Network Administrator

• Aug 2023 - Present

Systems Analyst

• Jun 2021 - Aug 2023

• Acted as a liaison between end-users, engineers, and resolver teams during Major Incidents.• Offered assistance, training, and access to different applications, such as Confluence, Jira, and Exchange.• Aided in the management of changes and incidents.• Utilized various monitoring tools like Grafana, Prometheus, Alerta, and Icinga to observe and escalate any incidents.• Delivered support for corporate applications and guided end-users through service requests.• Collaborated with agile squads on projects, providing guidance and support for project-related tasks.• Contributed to continuous improvement for the service desk.• Collaborated with various teams to automate event monitoring. Show less

Service Desk Analyst

• Nov 2018 - Jun 2021

• Meet daily, weekly, and monthly KPI targets. • Record and track incoming calls by utilizing Cherwell, the ITSM tool. • Take responsibility for resolving incident/service request tickets that are in the service desk queues in accordance with the SLAs. • Resolve inbound incidents/service requests at the first level. • Follow proper escalation procedures and escalate incidents/service requests to second/third level support teams when necessary. • Utilize Activate, Active Directory, SCCM, and the knowledge base to troubleshoot and provide solutions. • Contributed to maintaining and updating knowledge base articles and user guides. • Provided support for various business and clinical applications. • Provide access to various clinical and non-clinical applications. • Automate repetitive tasks through the use of Powershell. Show less

Technical Specialist

• Jul 2017 - Nov 2018

Handle escalations and complaints from the Tier 1 contact center. Provide vital technical support for clients via email and phone. Escalate and liaise with internal departments and other service partners such as Chorus, North Power, Enable and UFF to resolve customer faults. Conduct accurate line tests for UCLL, EUBA and NGA connections. Utilize various tools to troubleshoot such as Loggly, Zendesk, and ORTS. Conduct LQDs on customer lines to determine speed/disconnection issues. Show less

Revive Support Specialist

• Jan 2017 - Jul 2017

 Troubleshoot ADSL, VDSL, UFB and POTS connections via Chrous, Northpower and CallPlus portals, as well as assist the customers in accessing their services.  Conducted port resets and line tests for UCLL connections on a Nokia Siemens HIX 5635 MSAN.  Troubleshoot for WiMAX (Wireless Broadband) connections using tools such as AlvariSTAR.  Used compass mobile and phonecard network to provide an outstanding support for the customers.  Configured SNOM and Yealink VOIP phones for business customers, and support for Vodia PBX. Show less

Apprentice Engineer

• Jan 2015 - Dec 2016

Helped senior secondary school students during the duration of each ICE course. Demonstrated teaching knowledge on topics such as computer hardware, virtualisation, software development (Visual Basic) and computer forensics. Troubleshooted and maintained the student network infrastructure. Deployed windows server using WDS, MDT, and SCCM. Worked with windows server 2008 R2, 2012 R2, 2016, 7, 8.1 and Windows 10. Utilized various windows server technologies such as ADDS, DHCP, DNS, DFS and Powershell executing a given task. Wrote, tested and deployed Powershell scripts to automate maintenance tasks. Deployed Spiceworks and effectively managed engine service desk plus. Utilized project management software such as Asana to keep track and execution of tasks. Oversaw lessons on basic Linux commands. Led and coordinated weekly meetings for the infrastructure team. Show less

Helpdesk Analyst (Internship)

• Mar 2016 - May 2016

Used autotask to Log and escalate support request tickets. Used N-Central RMM to provide remote support for clients. Monitored and provided CloudBerry backups to AWS S3 storage buckets. Secured AWS instances, such as S3 and Glacier with KMS and IAM. Effectively managed and troubleshooted Office 365 For Business for clients. Oversaw office 365 and Microsoft Exchange migrations. Troubleshoot VPN and VOIP connectivity. Proactively maintained and provided technical support for client applications such as Web Marshal, Exchange, Mail Marshal, Symantec endpoint protection and Q-pulse. Designed and implemented PowerShell scripts to automate server maintenance. Show less

Network Support Technician

• Aug 2013 - Dec 2015

Oversaw the installation and configuration of client operating systems. Diagnosed and repaired hardware and software faults. Provided help desk and on-site support to staff members and students while demonstrating excellent customer service. Deployed windows 7 and windows 8.1 to 70 workstations and 50 laptops using CloneZilla. Deployed ranger, AB tutor, Microsoft Office, Abode Photoshop and Acrobat Pro. Troubleshoot applications such as Outlook 2010 and 2013, Google Apps for education and Oliver. Show less

Helpdesk Technician

• Mar 2014 - Jan 2015

Resolved customer queries and questions over the phone, via email, and in person. Successfully built custom computers for specifications of clients. Oversaw the cleanup of customer computers by removing malware and unnecessary software. Deployed firmware and software updates to HP thin clients via Clonezilla. Handled cash, EFTPOS, and invoice for customers. Resolved customer queries and questions over the phone, via email, and in person. Successfully built custom computers for specifications of clients. Oversaw the cleanup of customer computers by removing malware and unnecessary software. Deployed firmware and software updates to HP thin clients via Clonezilla. Handled cash, EFTPOS, and invoice for customers.

PC Support Technician

• Mar 2013 - Dec 2013

Successfully developed basic technical and troubleshooting skills. Responsible for building and configuring new machines. Removed malware and bloatware from customer machines. Deployed and configured untangle UTM firewall. Worked with 3rd party software such as LogMein Central, ESET Smart Security, Malware Bytes, PC Monitor. Successfully developed basic technical and troubleshooting skills. Responsible for building and configuring new machines. Removed malware and bloatware from customer machines. Deployed and configured untangle UTM firewall. Worked with 3rd party software such as LogMein Central, ESET Smart Security, Malware Bytes, PC Monitor.