Craig Nyazika
Support Technician at Infraplex- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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3CX Advanced Certified Engineer v16 certification
3CXAug, 2021- Nov, 2024 -
3CX Intermediate Certified Engineer v16 certification
3CXAug, 2021- Nov, 2024 -
ECN Virtual PBX
ECN (Electronic Communications Network)Jun, 2021- Nov, 2024 -
3CX Basic Certified Engineer v16 certification
3CXApr, 2021- Nov, 2024 -
MS-100 Microsoft 365 Identity and Services
MicrosoftAug, 2020- Nov, 2024 -
Microsoft Technology Associate - Networking Fundamentals
MicrosoftJun, 2017- Nov, 2024 -
Sophos Certified Engineer
SophosApr, 2021- Nov, 2024 -
Sophos Certified Technician
SophosAug, 2021- Nov, 2024 -
Sophos Firewall Engineer v18.5
SophosAug, 2021- Nov, 2024 -
Sophos XG Firewall Technician 18.0
SophosAug, 2021- Nov, 2024 -
Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
CiscoMar, 2018- Nov, 2024 -
Cisco Certified Network Professional Routing and Switching (CCNP Routing and Switching)
CiscoMar, 2018- Nov, 2024
Experience
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Infraplex
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South Africa
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Telecommunications
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1 - 100 Employee
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Support Technician
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Nov 2020 - Present
➢ Was the technical lead in a project to move more than 25 client cloud PBXs to 3CX PBX Servers. I designed the project template which we applied to each client that detailed the project phases and individual ticket tasks. Phases ranged from client engagement to server deployment and testing phases, cutover phase with the project ending of with training and billing phases.➢ Participated in a network upgrade project for a multi branch client that required a Sophos firewall, Mikrotik RB2011 CPE routers, Mikrotik SXT LTE Failover routers to be deployed in 5 branches across the Gauteng province in addition to a single branch in Bloemfontein and Cape Town. In the larger branches, we also had to deploy Sophos wireless access points.➢ Deployed a live chat feature on our website that allows us to use our phone chat systems to chat live with any clients on our website using our mobile apps, web browser apps and desktop apps. The live chat was instrumental in bringing in new business shortly after deployment.➢ Used the full suite of ConnectWise products such as ConnectWise Manage for ticket and project ticket management, ConnectWise automate for remotely managing PCs and ConnectWise control/Screen connect for remotely assisting users.➢ Upgraded the on premise ConnectWise automate server from version 2019 to 2021 on arrival at the company.➢ Integrated the 3CX PBX System With our CRM ConnectWise Manage to automatically log activities in agent calendars whenever phone calls are made outbound or received inbound. Every call would display the customer’s name assuming they existed in our CRM.➢ Performed Network administration using tools such as UISP for Ubiquity Devices, Winbox for managing Mikrotik devices, Sophos Central for managing Sophos firewalls and monitoring tools such as PRTG and Zabbix. I also used Splynx as a radius server for managing our ISP customer accounts.➢ Also performed traditional MSP support duties.➢ Escalation point for all level 3 support queries.
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JEC Technologies Group Pty Ltd
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South Africa
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IT Services and IT Consulting
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1 - 100 Employee
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Support Technician
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Jan 2020 - Oct 2020
➢ Performing daily checks on the environment by checking Server health for all managed service clients and assessing items such as CPU, Storage, Memory utilization, patches and identifying opportunities to improve performance.➢ Also created automated monitors using the Connect Wise Automate system that automatically logged tickets to our help desk.➢ Checking threat logs on Web Root and ESET dashboards for all managed workstations and performing incident response to threats in daily checks.➢ Checking azure active directory sync and redeploying Azure AD connect agents whenever sync issues were discovered.➢ Checking local, Azure, Backup Exec and Infrascale backups in daily checks.➢ Performing tests in the environment in daily morning checks to ensure that ticketing system and key infrastructure is online and running.➢ Performed Network upgrades for branch by working with Cabling team to install network points, switches, firewalls, access points and cables.➢ Performed Firewall administration using Sophos Central.➢ Setup and Deployed Sophos Firewalls.➢ Performed Network Administration using Unify dashboard for Unify devices and Winbox for Mikrotik devices. ➢ Microsoft Partner administration and as well as Exchange, Teams, Azure Active Directory and General Office 365 Administration.➢ Using PowerShell to administer Office 365 services given the limitations of Office 365 admin portals.➢ Responding to tickets logged using the Connect Wise Manage System.➢ Using the Connect Wise Control system to remotely assist users or remotely deploy scripts, patches and commands to agents running on managed workstations to remediate issues.➢ Performed traditional desktop support for Applications, hardware and as well as VPN setups on Windows 7, 8 and 10.➢ Performing incident response to network outages and facilitating the escalations to service providers.➢ Performing domain transfers in Office 365 between tenants using MS DNS records to verify domains.
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Click IT cc
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South Africa
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IT Services and IT Consulting
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1 - 100 Employee
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Information Technology Service Desk
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Oct 2019 - Nov 2019
One-month contract in call center whereby I was responsible for fielding all calls received through the support line at service desk and assigning an engineer to resolve the issue. This had to be done using the Auto Task software in which primary and secondary resources are assigned along with an estimated time to resolution that's linked to the SLA of the client. One-month contract in call center whereby I was responsible for fielding all calls received through the support line at service desk and assigning an engineer to resolve the issue. This had to be done using the Auto Task software in which primary and secondary resources are assigned along with an estimated time to resolution that's linked to the SLA of the client.
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BDO South Africa
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South Africa
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Accounting
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700 & Above Employee
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I.T Administrator
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Nov 2018 - Jul 2019
During my time at BDO, I have been getting mentored in I.T security by the current Network and Security Administrator at the company in a 1st line role with the aim of becoming a Network Security specialist. In this role, I participate in monthly ICT security briefings whilst providing recommendations and reports based on events observed “On the Ground” that may present a security risk.Additionally, I also participated in 1st line support duties that included:➢ Supported a user base of 800 users in a team of 8 technicians in the Johannesburg Branch.➢ Participated in a project migration of 400 computers that needed to be moved to the BDO Active Directory Domain following the merger with Grant Thornton.➢ Administering Windows Servers and managing users accounts through Active Directory and SCCM Console.➢ Sole Administrator of the access control system of the premises.➢ Liaising with 3rd party vendors and suppliers such as Dell for PC repairs and as well as Vodacom for logging faults on network equipment.➢ Performing inventory control and ensuring that all stock is accounted for.➢ Troubleshooting company applications and Windows Desktops via tickets logged through Service Desk.➢ Troubleshooting network infrastructure issues and network points.➢ Administering email related queries through the Mimecast Administration Console and performing incident response to suspicious emails received.➢ Troubleshooting HP Switches and Power over Ethernet in the building and as well as working with cabling providers to identify faults.➢ Assisting senior engineers with troubleshooting wireless access point placements in the building and performance thereof.➢ Troubleshooting the Palo Alto Firewall’s VPN and assisting the Network and Security administrator and service provider’s engineers in identifying a key fault that prevented a significant proportion of our user’s VPNs not to connect in addition to coming up with the solution for the issue.
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Adept ICT
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South Africa
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IT Services and IT Consulting
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1 - 100 Employee
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Support Technician
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Jun 2018 - Oct 2018
The client support technician’s responsibility is to be the first point of contact for Adept’s clients and the rest of the company. This position requires the technician to field calls and respond to tickets logged via the helpdesk systems. This is to be done either via troubleshooting the issue and then resolving or escalating to the relevant departments.I was also involved in the configuration and testing of Mikrotik HapLite routers for fiber clients and as well as CISCO 837 and 877 ADSL routers for our business clients that utilized MPLS VPNs to communicate with our data centers and their headquarters. Furthermore, I had to troubleshoot all types of routers we used by logging in remotely to them via SSH or HTTP and Winbox. In addition to these duties, I also had to log faults with upstream fiber providers to resolve serious issues such as ADSL copper being stolen or damaged and having to follow up with Telkom based on pre-agreed SLAs or ETRs, whilst keeping the client informed on progress.Additionally, I also participated in an incident response team that was deployed to our biggest client during a ransomware attack that occurred during the string of attacks that affected major South African corporations in the 3rd quarter of 2018. During this incident, I shadowed and assisted the senior engineers who had to rebuild the infrastructure that consisted of servers running outdated software and as well as moving major servers to the DMZ between firewalls as opposed to having the servers on the same segment as the LAN. Additionally, I also installed the Solarwinds agent on all hosts which uses AV Defender as a choice of antivirus in addition to pushing updates remotely and managing hosts remotely. Furthermore, we also moved the company's email domain to Office 365 coupled with Mimecast for protection so as to prevent the incident from happening again as it was originally suspected that the ransomware was delivered through email.
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Internship
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Jul 2015 - Aug 2015
Completed a winter internship at business intelligence firm B.I-Tech Support from 20th July 2015 - 7th August 2015. Throughout the duration of the internship:- I learned business intelligence concepts by studying SAP documentation and reviewing other materials provided.- Shadowed and observed full time employees in order to understand how consulting services are offered to clients.- Learned to use SAP Business Warehouse- Implemented scenario based solutions on SAP Business warehouse in a test server environment
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Stellenbosch University
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South Africa
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Higher Education
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700 & Above Employee
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Student Assistant
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Jul 2015 - Jul 2015
SAICSIT 2015 Conference – Hosted by Stellenbosch University Information Sciences Department➢ Perform administrative tasks that involved assisting, signing-in and managing guests. ➢ Provided logistical support for various materials and equipment that was required to ensure the smooth operation of the conference. SAICSIT 2015 Conference – Hosted by Stellenbosch University Information Sciences Department➢ Perform administrative tasks that involved assisting, signing-in and managing guests. ➢ Provided logistical support for various materials and equipment that was required to ensure the smooth operation of the conference.
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Education
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2017 - 2018
CTU Training Solutions
National Certificate: Information Technology: Systems Support - NQF Level 5, Information Technology -
2015 - 2016
Stellenbosch University
Bachelor of Arts Honours (BAHons), Socio-Informatics -
2012 - 2014
Stellenbosch University
Bachelor of Commerce (BCom) Management Sciences -
2006 - 2011
Falcon College
Cambridge O-Level, AS-Level and A-Level.
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