Experience

Mobile Guardian 🏫 ☁️📲

• United Kingdom
• Software Development
• 1 - 100 Employee

• Technical Support Team Lead

  • Mar 2021 - Present

• Technical Support Representative

  • Mar 2020 - Mar 2021



Faircape Group

• South Africa
• Real Estate
• 100 - 200 Employee

• Desktop and ISP support

  • Sep 2017 - Mar 2020



Clickatell

• United States
• Software Development
• 200 - 300 Employee

• Network Operations Center Engineer

  • Jun 2015 - Sep 2017

  Clickatell’s NOC provides provision for the customer core equipment and provides support services for Engineering, Sysops, Connectivity and technical teams. The key responsibilities the Operations Center Engineer are as follows: • Monitoring network and services for events or conditions that require special attention, to avoid degradation of our systems and service performance. • Respond promptly to IT requests and outages. • Single point of contact for technical issues and incidents. • Participate in incident management process and refinement of the process. • Drive service excellence in alignment with ITIL best practices. • Identify opportunities for technical and business efficiencies. • Analyse problems, perform troubleshooting, communicate with second level support and other NOC’s as well as track problems through resolution. • Escalate problems to the appropriate personnel or suppliers and track resolution developments until the problem is resolved. • Proactive development of first line support solutions through regular review of ticket details, trend analysis reports and technical expertise, to identify re- occurring issues. • Communicate performance or capacity-related issues to the relevant person when a threshold has been breached. • Provide first line user support. • Monitor all open incidents and follow up on outstanding requests as well as to provide feedback on outstanding requests to users on a regular basis. • Compile handover reports for the next shift. • Attends group and general staff meetings. • Prepares status reports and recap emails as necessary. • Updates Trouble Tickets. • Creates Procedures Documents as necessary.