Manager, IT Service Desk

• Sep 2022 - Present

To effectively and efficiently provide leadership, management, direction and support for members of the Service Desk team, the wider ICT community and the customers of ICT. In addition, the Service Desk is serving as the first point of contact for TISA internal customers and meeting customer expectations.

Team Leader - IT & MIS

• Sep 2019 - Nov 2022

Reporting to the IT Operations Manager. Responsible for daily operations and maintenance of servers, PC, Printers and any other Local Area Network (LAN) and Wide Area Network (WAN) problems, escalated from Service Desk.

Acting Manager, IT Infrastructure

• Jun 2022 - Jul 2022

IT Support Officer

• Sep 2016 - Sep 2019

Reporting to the Team Leader - IT Technical Support, the position is primarily responsible for the daily maintenance of PC's, servers and any other Local Area Network (LAN) and Wide Area Network (WAN) problems, escalated from Service Desk, including PC troubleshooting, repairs and maintenance.

Senior Technician

• Jun 2016 - Sep 2016

KEY RESPONSIBILITIES Technical Support:- Focus on supporting Team Leader Technical Support and mentoring juniors to advance their skills- Provide first level response and diagnostics services to customers- Monitor and respond to customer calls and/or emails as per response procedures- Provide communications engineering advice to colleagues- Actively participate in new product research and selection- Implementation of communications infrastructure for clients, including project planning, customer liaison, appliance configuration and appliance deployment- Ensure the adequate documentation of all process development- Monitor, develop, implement and maintain system and network changes Help Desk:- Respond to, research and resolve clients’ requests for support- Escalate support issues beyond your capability and remain involved to improve your knowledge base- Strictly maintain all customer services issues Show less

Technical Support Officer

• Sep 2014 - Sep 2016

KEY RESPONSIBILITIES Technical Support:- Provide first level response and diagnostics services to customers- Monitor and respond to customer calls and/or emails as per response procedures- Provide communications engineering advice to colleagues- Actively participate in new product research and selection- Implementation of communications infrastructure for clients, including project planning, customer liaison, appliance configuration and appliance deployment- Ensure the adequate documentation of all process development- Monitor, develop, implement and maintain system and network changes Help Desk:- Respond to, research and resolve clients’ requests for support- Escalate support issues beyond your capability and remain involved to improve your knowledge base- Strictly maintain all customer services issues Show less

Projectionist

• Jun 2014 - Sep 2014