Experience

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  InCloud Consulting Solutions

  • Cape Town Area, South Africa

  • Technical Support Analyst

    • Jul 2019 - Present
    • Cape Town Area, South Africa

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  Bata SA

  • New Germany

  • Desktop Support Engineer

    • May 2018 - Apr 2019
    • New Germany

    Troubleshooting and resolving user, server and network related issues.Participating in Account Manager meeting to resolve long standing issues, suggest products and projects to improve service delivery.Assisted with a migration from local onsite exchange to Office 365 Exchange Online.Assisted with the roll out of new network multi-function printers and Papercut print management software. Escalating firewall, network and server related issues to relevant teams at First Tech for assistance where access was limited.Set up and install of user workstations according to requirements, including Office and other line of business applications.General maintenance of any technical related queries including networked Multi-Function Printers, LED projectors, Wi-fi Access Points, hardware upgrades and improvements.Interacting with products and technologies such as Windows, Apple, Oracle database, Citrix, Ubiquity, Sage, Solarwinds N-Able, Autotask, IT Glue, Kaspersky.

• 

  THUSA Business Support

  • 117 Bulwer Rd, Berea, Durban

  • Technical Support Engineer

    • Dec 2015 - Apr 2018
    • 117 Bulwer Rd, Berea, Durban

    Duties and skills attained: - Providing onsite desktop support for carton printing factory - Shave and Gibson.- Providing remote technical support to residential and corporate customers and their IT support from a helpdesk environment.- Install, set up and migration of workstations for new and existing users in different environments - on site and remotely.- Assisting with projects, including new client integration and existing client core network and server environment upgrades.- Advising customers on technical requirements and purchases and suggesting short and long term solutions to the relevant account or service manager.- Resolving escalated and long standing issues, desktop, server, network and NOC related.- Troubleshooting End User technical issues relating to mail, printing, networking, 3rd party applications, removing of infections, format and reload of Windows OS and Windows OS issues, troubleshooting end-user Apple Mac OS issues.- Troubleshooting Core Network related issues, such as Internet and LAN connectivity issues, routing, switching, firewall and VPN issues.- Troubleshooting Cloud Platform related issues, using products like Office 365 and Mimecast.- Troubleshooting VOIP issues and set up of VOIP phones. - Troubleshooting Windows OS server related issues including user administration in AD, DHCP and DNS management, Exchange administration, 3rd party application integration, setting up of backup. - Interacting with virtual environments using products VM Ware to manage and administrate networks and servers.- Interacting with backup products like Synology Hyper Backup, Veeam and Windows backups.- Assisting with projects, including new client integration and existing client core network and server environment upgrades.- Assisting with setting up and using Sage Pastel software.- Interacting with products such as ConnectWise, Solarwinds N-Able, AnyDesk

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  SAI

  • Pietermaritzburg Area, South Africa

  • Support Technician

    • Aug 2011 - Nov 2015
    • Pietermaritzburg Area, South Africa

    Duties and Skills including but not limited to: - Providing remote and onsite ISP support to corporate andresidential customers.- Training new employees on basic knowledge of physical andvirtual environment, basic troubleshooting skills using SAIprovided platforms, resources and product knowledge.- Resolving escalated and long standing issues- Mail set up on Microsoft Windows, Apple Mac OS and Android mobile devices.- Basic Linux and Cisco commands, within WAN to LAN networking environment which also included training in IP routing and switching.- Basic understanding of DNS from an ISP perspective.- Basic website development support skills, limited to not having access to the web server administration.