Help Desk Technician

• May 2021 - Present

Service Architect

• Dec 2017 - Oct 2018

Cloud Support Engineer

• Jun 2011 - Dec 2017

• Leads the on-boarding and provisioning activities for new cloud customers as well as provides periodic reporting to agreed standards and frequencies. (VMWARE EXI 5.5/6.0/6.5)• Checkpoint Multi Domain Security Management with Virtual Extension(VSX) - (Upgrade from R67 to R77.30)• Configuration/Management CISCO Nexus 5K/2K , ASA – vPC, IOS Hardening • Virtual Networking – Deploying VMWARE NSX, Citrix Netscaler• Onboarding on BAAS(Back up As A Service) Customers using Evault, Doubletake, Carbonite• Onboarding of DRAAS Customers- VEEAM Backup & Replication• Performs periodic testing, validation and reporting activities for the cloud platform as part of cloud service assurance. • Researches and analyses technical materials (data, reports and documentation) used to provide recommendations and input for IT issues. • Delivers deployment services for new customer software platforms within the cloud environment to solution specifications and providing the required build and test documentation. • Engages new cloud clients and performs migration activities to ensure these clients transition to cloud services easily. (VM Migration,Zerto)• Provide guidance for impact/change assessment and implement planned upgrades and updates to the cloud platform as agreed and evaluated with the change management function.• Resolution of Incidents/Requests within KPI’s/SLA Specifications and ITIL Standards. • Impact Assessment/Implementation of Technical Changes . • Produce Process Documentation & Technical Articles • Manage/Lead key customer facing projects allowing Network/Security access to various customer services. • Remote delivery of break-fix, maintenance and operational services to customer’s information technology infrastructure in line with agreed SLA specifications and ITIL standards Show less

Technical Support Engineer

• Jan 2008 - Sep 2010

This position was responsible for 24/7 troubleshooting/Monitoring of 8000+ ISP Residential/Business Customers. • Manage and Issue Switch Vlan Configurations for issue of Public IP’s for Business Customers ( Cisco,Juniper,Motorola) • Installation/Management of PBX Solutions(Switchvox) • Installation/Management of VPN Solutions for remote customers(Cisco) • On Call Support provided • IOS Switch Upgrades • Backup/Disaster Recovery Solutions for Customers Show less