IT Support Engineer

• Mar 2020 - Present

• Identity and Access Management though (Active Directory) • Privileged Account Management • Assisting Cyber Security Operational Center Team (Notification Alerts) incident events logging and running of reports. • Follow up with stakeholders, client site contacts and on-site Engineers for notifications and outage. • Installing, configuring, testing, and maintaining operating systems, application software and system management tools. • Monitoring and testing application performance for potential bottlenecks. • Backup and Restore Management • MacOS support • VPN config and management • IOS and Android devices support • Monitoring and trouble isolation tools and interpreting the results in order to successfully identify, understand and resolve network problems and improve network performance. • Troubleshooting network concerns. • Assisting users in person and remotely with hardware and software-related concerns within the SLA. • Supporting and maintaining corporate Active Directory OU's containing over 2000 users. • Providing phone and remote support services to all our clients across the country. • Working in a team-oriented environment. • Implementing documentation protocols into departmental operations. • Supporting audio-visual interface with computer workstations and telecommunications technologies. • Advanced Video conferencing Show less

1st Line Support Technician

• Feb 2019 - Feb 2020

• Served as the first point of contact for IT support within the organisation. • Monitored and troubleshot network issues.• Installed, configured and maintained software and hardware components of computers. • Diagnosed and troubleshot software and hardware issues.• Took ownership of delegated tasks.• Assisted and provided Training to all call center agents on how to use organisation applications.• Repaired and replaced broken/damaged computer systems and terminals. • Logged and escalated unresolved tickets to the 2nd line Engineers and kept management up to date.• Ticket Logging: Ensured all requests were logged as per call logging process with all mandatory fields completed through Freshdesk service ticketing system.• Ticket Response: Ensured all tickets assigned are responded to within set targets.• Ticket Resolution: Ensured all tickets assigned were resolved within set targets.• Ensured First Time Resolution on all requests and incidents.• Escalation of Tickets: Ensured all tickets which require escalation were escalated following the comprehensive process required. Show less

Customer Service

• Feb 2018 - Jan 2019

Corporate bridge program

• Oct 2017 - Jan 2018

Completed an intensive 8 week program to instill behaviors needed for the world of work, including critical thinking,attendance, punctuality, positive attitude, energy and curiosity, business communications, call Center theory and simulation, and customer service

Landscape Technician

• Apr 2016 - Apr 2017