Snr Service Desk Engineer

• Jun 2022 - Present

Lvl 2 Service Desk Analyst

• Nov 2021 - Jun 2022

Level 2 Systems Engineer

• Sep 2018 - Nov 2021

• Primary tasks are to maintain and support a prticular client’s IT infrastructure including firewalls, web servers, and systems in remote locations. • User and server administration using Active Directory, VMware vSphere 6.5 • Management of persistent and non-persistent VDI network using VMware Horizon • Manage backups using Veeam • Working within ITIL framework to manage change and participation in week CAB meetings • Provide technical support for servers, desktops, laptops, phones, printers and many other devices used within the company. • Run the technical aspect for various business projects. This includes liaising with suppliers, providing automation solutions as well as assisting the business in delivering reports. • Assisting various project teams with infrastructure input (building VMs, small scale and mass deployment of desktops/laptops) • Work closely with suppliers to manage the communications infrastructure. • Manage users on an Exchange 2010 and Office 365 based email system • Provide first and second line support for the phone system (Avaya) and third party applications. Show less

Network Administrator

• Nov 2017 - Sep 2018

• Primary tasks are to maintain and support the company’s IT infrastructure including firewalls, web servers, and systems in remote locations. • Manage backups on a daily basis, using Veeam and BackupExec • Manage software licensing and asset management. • Work with other Group units to ensure compliance with corporate policies and procedures and that adequate controls are in place. • Provide technical support for desktops, laptops and PDA used within the company. • Run the technical aspect for various business projects. This includes liaising with suppliers, providing automation solutions as well as assisting the business in delivering reports. • Work closely with suppliers to manage the communications infrastructure. • Manage users on an Exchange 2007 based email system as well as the supporting archiving system (Global Relay). • Provide first line support for the phone system (Avaya) and third party applications. • Work with the development team to ensure that new applications are readily deployed. Show less

System Administrator

• Sep 2014 - Oct 2017

● Onsite training with clients in the form of system usage, design and troubleshooting ● Administration of Microsoft Hyper-V and VMware ESXi 5.5 estates ● First point of contact for all inbound traffic, support and back office in a fast paced software company ● Managing call queues and Ticketing Management System (TMS) ● Triage of support issues and workflow management ● Client relationship management ● Writing Security Policy documents for ISO27001 application ● Secondary role as Building Facilities Co-ordinator managing supplier relationships and running regulatory reports Show less

Hosting Support

• Dec 2013 - Sep 2014

● First point of customer contact for technical issues ranging from DNS management, mailbox management and web hosting ● Administration of Microsoft Hyper-V cluster ● Coaching of colleagues, resellers and customers in shared hosting services ● First point of customer contact for technical issues ranging from DNS management, mailbox management and web hosting ● Administration of Microsoft Hyper-V cluster ● Coaching of colleagues, resellers and customers in shared hosting services

Level 2 Technical Support

• Sep 2010 - Dec 2013

● Inbound and outbound customer support through phone, email and chat● Coaching and mentoring of colleagues in Empathy and Customer Support Skills● Awards for high C-SATs and customer service skills

Report Analyst

• Aug 2011 - Jul 2012

● Design & preparation of Daily, Weekly and Monthly reports for internal and Client use● Consultation on and preparation of ad hoc reports for use by Senior Management● Data analysis of reports for QA department.● Provision of small skills sessions in Advanced Excel

Customer Service Rep

• Sep 2008 - Sep 2010

● Proactive support to customers through telephone, email and fax. ● Problem analysis and issue resolution with the aid of established helpdesk tools. ● Collaboration with team members towards knowledge transfer, policies, and standards. ● Participated as employee liaison in change management committees ● Proactive support to customers through telephone, email and fax. ● Problem analysis and issue resolution with the aid of established helpdesk tools. ● Collaboration with team members towards knowledge transfer, policies, and standards. ● Participated as employee liaison in change management committees

Installation Support

• Jun 2007 - May 2008

● 1st and 2nd line support for electricians and installers out on jobs in the field. ● Received inbound calls on inoperative software, PDAs, tariffs and electrical wiring. ● Trained internal customers on installation, maintenance of PDA's and all software thereon. ● Gained working knowledge of Win CE, Win Mob. 5, eSmart Installer and MobiCntrl ● 1st and 2nd line support for electricians and installers out on jobs in the field. ● Received inbound calls on inoperative software, PDAs, tariffs and electrical wiring. ● Trained internal customers on installation, maintenance of PDA's and all software thereon. ● Gained working knowledge of Win CE, Win Mob. 5, eSmart Installer and MobiCntrl

Technical Support Specialist

• Sep 2002 - Apr 2007

● Managing call queue for three people. ● Phone and site based training of clients in the use and maintenance of software. ● Training of colleagues in specialised software, included Fidelio F&B, Micros PM, EM, FM, Materials Control, MyMicros and MyInventory. ● Liaising with Project Management, installers & clients on how to deliver product solutions to best advantage. ● Database admin using tools such as Dbase, Sybase SQL, Oracle & creating reports w/ Crystal Reports ● Managing call queue for three people. ● Phone and site based training of clients in the use and maintenance of software. ● Training of colleagues in specialised software, included Fidelio F&B, Micros PM, EM, FM, Materials Control, MyMicros and MyInventory. ● Liaising with Project Management, installers & clients on how to deliver product solutions to best advantage. ● Database admin using tools such as Dbase, Sybase SQL, Oracle & creating reports w/ Crystal Reports