RMS Customer Engineer

Dimension Data

August 2011 to Actually working here

? Remote management of the client?s networks using the network management tools ? Administering and maintaining corporate infrastructure, including network connectivity, Internet access, email, etc ? Understand the issues involved in administering and maintaining corporate LAN and WAN ? Identify and communicate all customer network faults in a timely and efficient manner to ensure SLA?s are achieved ? Logging calls using ITSM (Service-now) ? Ensures sufficient details is captured with regard to activities that transpire in the life cycle of every call ? Logging of calls with Telkom / National Service Desk and 3rd Party vendors ? Liaise with carriers, engineers, and customers to provide information for fault diagnosis and resolution ? Ensuring sufficient detail is captured for handover to 2nd line support ? Highlight errors/discrepancies in the customer data to ensure accuracy ? Facilitate the installation and repair of network equipment ? Proactive network and Monitoring for events using existing Network Management tools covering first line-trouble shooting ? Take ownership of alerts and reported / assigned problems ? Basic network checks (including Network Health, utilization and performance)

IT Support Technician

emids

April 2010 to July 2011

? Set-up complete computer systems for new employees, from image to employee desk. ? Handle incoming customer support requests via phone, e-mail, voice mail, in-person requests and log request(Unicentre) ? Providing computer support services both for software and hardware for an organization?s employees ? Physical setting up of computers and software system installation for various computer applications and programs ? Identifying and solving any problems that affect computer operating systems ? Discussing with individual staff members who work on the computers what the problems is in order to figure out how to help solve the problem. Individual assessments of computer systems to identify the problem(s) ? Help in examination of network server equipment and maintenance ? Maintenance of networking systems ? Maintenance and upgrading of computer systems or offering recommendations on upgrades needed ? Networking and connecting computers within the same organization to enhance communication ? Training staff and orienting them on how to use computer hardware and software systems ? Responsible for ordering or buying of computer systems that are required or alternatively, working in close liaison with the purchasing and supplies department. This is after carefully assessing the computer needs in the organization ? Carrying out other duties as you may be requested by management ? Maintaining other computer peripheral devices such as printers and solving printing problems if they arise ? Coordination of computer maintenance with other Information Technology professionals such as Network Operations staff ? 3G installation, VPN ? Remote Support (RDP, VNC, RDP, DAMEWARE, TEAM VIEWER) ? Software (Windows XP, Win 7, MS Office 2003, MS Office 2007, MS Office 2010) ? Hardware (Hp, Xerox, Canon, Kyocera, Lexmark, Epsom, Ricoh, Lenovo, Meccer, Dell, Gigabyte, Asus, Acer, Intel) ? Effective Asset Management (Hardware and Software) ? IT Infrastructure, rollouts and similar

A+ and N+

2009 to 2009

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies