Experience

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  DataProof Communications

  • City of Johannesburg, Gauteng, South Africa

  • ICT Infrastructure Service-desk Support Consultant

    • Oct 2020 - Present
    • City of Johannesburg, Gauteng, South Africa

    Manage, Own and Provide excellent (1st & 2ND) line telephonic, email, walk-in, team viewer, MS teams or any other channel I can use to provide supportEnsure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines.Ensure that all incidents logged via email/ telephone, or any other channel are recorded Classified and categorized correctly on the service desk system (Manage Engine Service Desk plus) Track and update incidents via the journal entries.• Email management (Management of emails on Mimecast)Remote Support• Installation and deployment of software• Provide remote support using either Team viewer or Anydesk or Microsoft Team• Computer Setup for new Employees (Join computer to domain and install all software required and map all network drives required by the user/client)Team viewer or Anydesk or Microsoft Team• Computer Setup for new Employees (Join computer to domain and install all software required and map all network drives required by the user/client)• APN and VPN setup➢ Microsoft Teams Support• Installation, Adding accounts, Creating Teams,Managing Teams➢ Active directory and Microsoft Azure AD (Microsoft 365 admin center Microsoft 365 E5) Speedy password resets,User creation for login to SSETA systems, Modify user’s information on Active directory, Adding users to groups for emailing within the departmentsAD cleanups ➢ Exchange Server and Online Exchange Microsoft 365(Microsoft 365 admin center Microsoft 365 E5)Deployment and migration of users from on premise exchange to online Microsoft 365 Create new user /email addresses Create Group Email addresses, Determines level of access and system access requirements to maintain security , Grants and amends access requirements accordingly in line with the Information Technology Policy ➢ Printer setup➢ Compile, Send and present report on weekly and monthly (ICT queries

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  IQ Telecommunications

  • Services SETA

  • Senior ICT Service desk Support Consultant

    • Apr 2018 - Jul 2022
    • Services SETA

    DUTIES: Service-desk support• Manage, Own and Provide excellent (1st 2ND ) line telephonic,email,walk-in,team viewer or any other channel I can use to provide supportEnsure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines• Ensure that all incidents logged via email/ telephone or any other channel are recorded on the service desk system(Heat)• Ensure the user is issued with a reference number for every incident logged• Responsible for ensuring that all details captured into Heat system are accurate, error free and clearly highlights/indicate what the issue is to the user• Follow up on calls with ICT Supports Staff to the issues that cannot be resolved immediately and Users• Provide the user with regular feedback on the progress of the call logged• Ensure that resolution details are filled in appropriately• Follow-up with the user on the resolution of the call logged.• Track and update incidents via the journal entries• Reports. Administer and control the movement of ICT equipment and record using movement forms Update ICT Asset Register on Heat system Email management(Management of emails on Mimecast) Remote Support Installation and deployment of softwareProvide remote support using either Team viewer and Anydesk• Computer Setup for new Employees(Join computer to domain and install all software required and map all network folder required by the user) Active directory • Speedy password resets• User creation for login to SSETA systems• Update user’s information on Active directory• Adding users to groups for emailing within the departments Exchange Server• Create new user /email addresses• Create Group Email addresses Internet configurations Printer setup Assist ICT manager with monthly invoices Compile ,Send and present reportAdditional DutiesActing Change Advisory Board Coordinator  Review implemented changes and initiate improvements.

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  Mmapro IT Solutions Services SETA

  • Johannesburg Area, South Africa

  • ICT Support & Servicedesk Agent

    • Aug 2016 - Apr 2018
    • Johannesburg Area, South Africa

    As the ICT Service Desk Consultant I provide a proactive, centralized first / second line support service to customers within Service SETA and its regional officesDUTIES: Service-desk support• Manage, Own and Provide excellent (1st 2ND ) line telephonic,email,walk-in,team viewer or any other channel I can use to provide support• Ensure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines• Ensure that all incidents logged via email/ telephone or any other channel are recorded on the service desk system(Heat)• Ensure the user is issued with a reference number for every incident logged• Responsible for ensuring that all details captured into Heat system are accurate, error free and clearly highlights/indicate what the issue is to the user• Follow up on calls with ICT Supports Staff to the issues that cannot be resolved immediately and Users• Provide the user with regular feedback on the progress of the call logged• Ensure that resolution details are filled in appropriately• Follow-up with the user on the resolution of the call logged.• Track and update incidents via the journal entries• Reports. Administer and control the movement of ICT equipment and record using movement forms• Update ICT Asset Register on Heat system• Email management(release of emails on Mimecast) Active directory • Speedy password resets• User creation for login to SSETA systems• Update user’s information on Active directory• Adding users to groups for emailing within the departments Exchange Server• Create new user /email addresses• Create Group Email addresses Internet configurations Printer setup Assist ICT manager with monthly invoices Compile ,Send and present report on weekly and monthly(LMIS,ICT queries and telephone calls e.g.dropped,answered and unanswered )

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  Ciber Information International

  • ICT Support & Servicedesk Agent

    • Mar 2015 - Jul 2016

    : As the Service Desk Consultant, I am responsible for the day to day “business as usual” operational coordination of the team on all levels of customers within the organization. As the ICT Service Desk Consultant I provide a proactive, centralized first / second line support service to customers within Service SETA and its regional officesDUTIES: Service-desk support• Manage, Own and Provide excellent (1st 2ND ) line telephonic,email,walk-in,team viewer or any other channel I can use to provide support• Ensure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines• Ensure that all incidents logged via email/ telephone or any other channel are recorded on the service desk system(Heat)• Ensure the user is issued with a reference number for every incident logged• Responsible for ensuring that all details captured into Heat system are accurate, error free and clearly highlights/indicate what the issue is to the user• Follow up on calls with ICT Supports Staff to the issues that cannot be resolved immediately and Users• Provide the user with regular feedback on the progress of the call logged• Ensure that resolution details are filled in appropriately• Follow-up with the user on the resolution of the call logged.• Track and update incidents via the journal entries• Reports. Administer and control the movement of ICT equipment and record using movement forms• Update ICT Asset Register on Heat system• Email management(release of emails on Mimecast) Active directory • Speedy password resets• User creation for login to SSETA systems• Update user’s information on Active directory• Adding users to groups for emailing within the departments Exchange Server• Create new user /email addresses• Create Group Email addresses Internet configurations Printer setup Assist ICT manager with monthly invoices Compile ,Send and present report on weekly and monthly

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  Advanced Projects and People (APP)

  • Johannesburg Area, South Africa

  • Project Administrator

    • Sep 2013 - Mar 2014
    • Johannesburg Area, South Africa

     Resource Management• Prioritize the most important aspect of a project and coordinate work methods towards completing them. Reporting Role• Ensure that any technical documentation is kept up to date for the duration of a project Staff management• Ensure that staff resources are efficiently allocated.• Delegate tasks• Submits report on progress of a project. Communicate plan• Schedule Business Requirements Definition Workshop• Monitor and update project plans and communicate deviation to project manager• Booking and preparations for project meetings, planning sessions, scoping sessions and any other meetings • Attend project meetings, and take minutes• Compile the minutes, have them approved by the Project manager and distribute them to the relevant parties• Set up and maintain a project repository• Ensure that the project files are updated weekly in an orderly manner and stored in a central location• Keeping team members informed of any scope changes by distributing the revised pages of the relevant scope document and updating the central project file after changes have been approved.• Ensure sign-off of all relevant documents take place• Print, copy and bind Project Reports• Maintain and distribute Milestone Schedule• Distribute Project Reports and other documentation• Capture Project Invoices and Costs• Log Change Control, Fault Forms and Project Timesheets• Follow up on actions concerned• Handover complete Project File on completion.• Updating and maintenance of the project register