Experience

Gijima

• South Africa
• IT Services and IT Consulting
• 100 - 200 Employee

• Senior Desktop Support



Gijima (Based at Western cape Goverment)

• Senior Desktop Support Technician / Team leader

  • May 2011 - Jun 2015

  SENIOR DESKTOP SUPPORT TECHNICIAN• Hardware Maintenance – PCs, Notebooks, Printers, Peripherals, POS, Networking• MS Office Suite, Internet Explorer, Internet E-mail, Virus Protection, Patches on O/S• Attend to all problem calls within SLA that could not be resolved in the iSC (integrated Service Centre).• Attend to installations, projects and upgrades as scheduled.• Ensure Customer Satisfaction - Keep customer informed about the status of the Service Ticket/Problem Calland escalate issues in a timely manner• Enhance Customer relationships by ensuring services are delivered with high customer satisfaction• Investigate root cause analysis & problem re-occurrences• Adhere to standards and policies• Responsible for achieving SLAs• Reroute and track Problems, if work needs to be done by any internal/external Specialist Support Group or3rd Party.• Document all information in call management system for use in Knowledge database• Call Closure notification and timely ticket updates (BMC Call Log Sytem)• Owns responsibility to drive all service activities to completion• Provide daily operational assistanceResponsibilities• Ensure all approved Standard Build software is installed on all Desktops and Laptops and other peripherals"• Ensure that detailed SOP’s and software records are kept at all times.• Ensure that the Known Error Database (KEDB) is updated accordingly• Properly adhere to security policy, regarding software and hardware in the PGWC domain.• Proactive escalation of unresolved problems to stakeholders (Escalate service delivery deviations and negativecustomer perceptions to the Service Manager)• Maintain and adhere to standard procedures and policies• Managing of Desktop Support Team• Attend Weekly Operational - Desktop & Service Desk Meetings



Business Connexion (BCX)

• Field Service Engineer

  • Nov 2010 - Nov 2010

  Responsibilities• Standard Bank Printer Rollout Project• Setting up and adding Network and Local printers and the loading and Installing of updated printer Drivers. Responsibilities• Standard Bank Printer Rollout Project• Setting up and adding Network and Local printers and the loading and Installing of updated printer Drivers.



Gijima (Based at City of Cape Town)

• Lan Support Technician

  • May 2010 - Nov 2010

  Key Accountabilities• The migration of user data• Configuration of desktop machines• Verification of user information• Feedback to deployment team• To follow the deployment process as defined by the Logistics Manager• Assist the City of Cape Town with the new windows 7 roll out migration project and assessing of Machines to• Verify if the Machine meets the Minimum Specifications to be cut over to Windows 7• Working with a team of Technicians migrating users from a Windows XP 32bit and Windows Vista environmentto a 64bit Windows 7 environment.• Backing up of user Data and making sure that User Data is stored on the Server such as Documents, Microsoft• Outlook files (PST files, NK2 Files and Signatures), Application Data, Internet Favorites and Various othertypes of Media backups.• Setting up and adding Network and Local printers and the loading and Installing of updated printer Drivers.• Setting up Microsoft outlook and configuring user mail accounts for Microsoft exchange servers and settingup fax to e-mail client applications.• Configuring of user settings and Application settings and installing third party application as an administratorand granting rights and permissions to perform tasks.• Identifying Mac Addresses to be removed from the Server Console and performing a Network boot operation• for Windows on the Microsoft System Centre Configuration Manager (SCCM) and Deployment of the User• state Migration Tool (USMT) as well as updating Group policies.• Redirecting of user Data on the Server and adding Network folders to specified locations for easy access toresources on the server.• Applying changes to application services and editing of scripts such for java based applications as well as• validating licensed software and installing licenses by means of Domain account wrappers



Gijima (National Goverment - Department of Communication (112 Emergency Call Center

• Desktop Support Engineer

  • Nov 2003 - Apr 2010

  Responsibilities• Technologies - LAN, Win2000Active-Directory, Exchange2000• Responsible for ensuring that various clients systems are operating smoothly.• Testing and installation of new PC’s.• Installing network clients for Microsoft• Creating user E-mail accounts on Exchange 2000 and setting up user account on workstation• Creating user accounts on workstation and adding users to local domain• Unlocking user accounts and resetting passwords• Installing all software packages, loading patches and updates• Follow up and man incidents to resolution• DTS Desktop Support• Manning Fault resolution for the following suppliers:• Grintek (Nortel Networks) PABX - Interconnect Systems Cabling• Square One UPS - AST Health IMS• Logging Users On IMS, Symposium and ADS (telecommunication and call centre software)• Ensuring that the IMS fault-logging system is updated with the latest details of the tickets at all times• Install of Call Pilot Faxing application• Assist with PC Roll-out and hardware testing



Santam Insurance Company

• Gilts Consultant; (In-house Software: Broker Admin System)

  • Apr 2001 - Dec 2002

  Responsibilities• Sales - Doing Demos and selling software to Insurance Brokers• Training - Onsite training to client that buys the• Support - Install software and Technical Troubleshoot Support on software• Maintaining a high level of customer satisfaction• Ensuring that customers are being supported as per the Companies support guide.• Test all bugs returned by developers and prioritise reports.• Execute testing procedures against software requirements specifications.• Ensuring that the Logs Bug fault-logging system is updated with the latest details of the tickets at all times

• Network Helpdek Administrator

  • Jan 2000 - Mar 2001

  Responsibilities• Telephonic, Technical, Network and Desktop Support (GroupWise 5 & 6, Servers)• Installing, setting up of Pc’s and resolve computer related problems & queries.• Support to Online clients (connecting to Extranet, Internet and Mainframe)• Support to Microsoft Office Applications (Ms Word, Excel, PowerPoint)• Maintain and Repair computer Hardware (warranty expired)• Administration of all Central Computers & Servers ensuring availability of services• Standby duties (one weekend every other month)• Logging faults to Engineers• Back up to Call Centre Administrator (+-150 users)



Guardian National Insurance Company

• Network Controller (Region)

  • Jul 1992 - Dec 1999

  Responsibilities• Telephonic Support, Network and Desktop Support (Lotus CCmail, Lotus Notes)• Support to Online clients (connecting to Mainframe)• Installing, setting up of Pc’s and daily running of Data queries.• Software Support (In-house Systems Gilts and Wise)• Support to Microsoft Office Applications (Ms Word, Excel, PowerPoint)• Maintain and Repair computer Hardware (warranty expired)• Administration of all Central Computers & Servers ensuring availability of services• Scheduled & Unscheduled backups on Servers