Service Lead

• Jan 2021 - Present

Technical Team Leader & Client Manager

• Jan 2018 - Dec 2020

•Developing, maintaining and leading a high performing technical team able to continually provide customers with a quality service•Modelling the company values and presenting a professional image that reflects the values and goals of New Era IT•Oversee the management for timely escalation of client technical issues and technician performance issues within the technical management team•Oversee the implementation and technical management of new and existing network rollouts and upgrades.•Identifying opportunities to continually improve systems, efficiencies, technical solutions, documentation and standards to provide better ICT infrastructure to clients.•Providing a vital communication link between the client, the client managers, senior technical staff and management.•Supporting and helping the technical team in efficiently resolving issues.•Selection and recruitment of new technical support staff. Includes employee management support and advice.

Senior Technician

• Jul 2016 - Jan 2018

• Managing cloud migrations and site maintenance, including junior staff assistance• Training new employees with New Era business functions and processes. • Troubleshooting escalated service tickets, includes supporting onsite technicians with higher level issues and/or questions• Creating site images and deployment for workstations and servers• Migrating, rebuilding and deployment of servers • Supporting, repairing and upgrading software, hardware and peripherals• Developed and improved strong communication, customer service, and technical skill• Training staff on different technologies, devices and products

Desktop/Network Technician

• Jul 2014 - Jul 2016

• Identify and solve computer software, hardware, and website problems• Assemble, install and test computer software, networks, and servers• Update and maintain computer inventory and surplus equipment. • Maintain and resolve issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment. • Ensure desktop computers interconnect seamlessly with diverse systems. • Maintain passwords, data integrity and file system security for computing environment. • Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software. • Recommend and implement upgrades on systems to ensure longevity. • Assess functional needs to determine system purchase specifications. • Identify and repair hardware and network connectivity issues. • Establish VPN access for all remote users. • Assist in technical upgrading and maintaining of entire desktop systems. • Support in testing and deployment of new applications and systems.• Leading and assisting with project work during scheduled term breaks.

Technical Customer Representative

• Jun 2011 - Jul 2014

• Respond to customer calls, emails and internal tasks and identify appropriate service solutions to customer problems in an efficient and timely manner• Trouble-shoot, identify and problem solve faults or provisioning based issues for ADSL, dial-up, home phone and associated products and services• Hardware configuration and fault diagnosis for hardware and operating systems• Educate customers on resolving future technical issues• Floor support during idle periods in the contact centre• Assisting FTE(Faults Technical Escalations (Tier1.5)) during idle periods

Assistant Manager

• Jan 2006 - Jan 2014

• Learn to work under stress. • Communicating with customers• Deal with customer service and inquires• Serve customers• Cash handling• Banking • Ordering stock & Stock filling• Opening and closing shifts• Management and supervision of staff

Teaching Assistant

• Mar 2011 - Jun 2011

• Mark and recording of worksheets• Assist preschool students• Monitor and provide general assistance and support to all students in all areas where required• Assist with packing away at the end of each centre-day