Experience

Primedia Broadcasting

• South Africa
• Broadcast Media Production and Distribution
• 200 - 300 Employee

• Service Desk Analyst

  • Feb 2012 - Present

  I’m working for a Media and Broadcasting Company in Sandton. Applications currently working on: • Work in an application called CA Unicenter and Microsoft Service Manager Console where we see all our Requests, Incidents, Change and Problem Management and Projects • I log all type of calls • I reset passwords in Active directory, create users, distribution groups, • In Microsoft Exchange I create mailboxes for users as well – Using Remote Desktop Connection • Reset passwords in an application called Aims – an application used by mostly our Finance and Sales department • I assist users remotely using an application called SCCM or Microsoft Lync – which I believe that it helps with the communication between you and the end user. They see what you are doing and it builds a good relation and communication and a learning curve for them as well. • We also create users in Active Directory – application used to setup user’s network account or windows account and create security groups on different servers where users keep their files and folders. • Assist with printers, setting users on the printer server • I also do procurement – I obtain quotations from different suppliers – get them approved by our manager and finance manager – do a Capex or Opex form and upload all the information on an application we use called Mymarket. • I also compile reports in Incident Management and Request Management of all calls logged, resolved and closed for each month according to ITIL. • I have a meeting with my managers every Friday to present the reports I have compiled and we discuss all the trends and a way forward on making our SLA reachable and any breached calls, how to manage them as well. Show less



Computacenter

• Cape Town Area, South Africa

• Request Management

  • May 2009 - May 2011

  Clients working on are Fremantle Media and Unipart, United Kingdom based clients. Applications currently working on: • Work in an application called Remedy where we see all our Requests, Incidents, Change and Problem Management and Projects • Create users on Lotus Notes version 6.5, 7 and 8– Software that delivers security, messaging and connection between people e.g. Portal (Citrix) • Setup users in Citrix to be able to access emails off onsite • Setup customers in Directa – an application used by end users to be able to raise requests and incidents • Create customers in an application call SAP and maintain it • We also create users in Active Directory – application used to setup user’s network account or windows account and create security groups on different servers where users keep their files and folders. Show less



BCX

• South Africa
• IT Services and IT Consulting
• 700 & Above Employee

• Administrator – Helpdesk (General Business Systems)

  • Jan 2007 - Apr 2009

  Applications: • Co-ordinate the setup of the software for new applications introduced to the business • Complete tasks to get the new application into the support environment. Create new Remedy groups • Ensure the applications infrastructure is up and running • Involved in projects like application upgrades – co-ordinate the whole upgrade • Ensure documentation for agreed business systems is kept up to date • Backup databases for all applications e.g. Dynamique, Exrilo, Vatrax and etc. • Liaise between the 3rd party and the end user • Ensure 3rd party adheres to SLA Change Management: • Citrix Certification Process ensures that a RFC document is completed • Run with it by requesting quotes and liaise between Application Enablement Team and end user • Ensure quotes and recoveries are signed off for all billable work Incident Management: • Comply with Incident Management Procedures • Mange incidents according to agreed SLA For Clients: Promote and monitor client satisfaction and perform agreed System Administration Services on daily, weekly and monthly basis. Show less