ICT Technician

• Jul 2021 - Present

IT – Program Analyst

• Jan 2018 - Jul 2021

Reactive and proactive support and maintain the IT Desktop Services infrastructure through effective incident management, fault diagnosis, repair/remediation of faults, preventative maintenance and daily service tasks. Reactive and proactive support and maintain the IT Desktop Services infrastructure through effective incident management, fault diagnosis, repair/remediation of faults, preventative maintenance and daily service tasks.

Technical Support Consultant

• Sep 2015 - Jul 2021

Resolve calls allocated by Call Centre or redirect incidents from relevant party/parties; Escalate incidents not resolved within SLA to ensure effective communication on escalated incidents and resolution of issues; Update the escalated incidents on a daily basis; Pro-actively engage in the assessment of logged incidents to ensure accurate allocation of calls and rapid response to major incidents; Monitor services and check the nature of calls to determine possible need for intervention in order to inform the end-user training focus; Communicate closely with all departments in ICT in order to ensure resolution of referred incidents within SLA; Update incidents information and resolution journals to ensure resolutions are done in accordance with set standards; Adhere to policies and procedures in order to ensure efficiency & effectiveness in the provision of services. Show less

IT Field Technician

• Jan 2014 - Aug 2014

installation of cat5 cat6 data cabling,fiber optic cabling,electrical cabling. termination of points.patch paneling and troubleshooting installation of cat5 cat6 data cabling,fiber optic cabling,electrical cabling. termination of points.patch paneling and troubleshooting