Ebrahiem Dhrampal

Enterprise IT Support Engineer with intensive hands-on experience supporting high-availability banking, retail, and telecommunications environments. Skilled in Level 1–3 systems support, Active Directory, Microsoft Azure, Windows Server, advanced networking, PowerShell automation, and enterprise endpoint management. Proven ability to resolve complex technical issues, maintain strict SLA compliance, and improve operational efficiency through automation, proactive monitoring, and telemetry observability stacks, while maintaining compliance with POPIA, PCI-DSS, and ISO 27001 security standards.

Enterprise IT Support Engineer (L3) - ABSA Bank - South Africa

(2025-01)

Supported enterprise infrastructure serving thousands of users across South Africa, every ABSA branch site, and all enterprise desktop and laptop machines.

• Consistently met SLA targets while resolving over 450 Level 3 support tickets per month in ServiceNow ITSM.
• Automated repetitive administrative tasks, reducing manual effort by 40% through custom PowerShell scripts for Active Directory provisioning, permission auditing, and log cleanup.
• Administer enterprise identity and security controls, managing multi-domain Active Directory (AD) topologies, Group Policy Objects (GPOs), Role-Based Access Control (RBAC), and Azure AD / Entra ID hybrid authentication protocols while ensuring POPIA data compliance.
• Utilize Nexthink DEX (Digital Employee Experience) telemetry analytics to proactively detect, isolate, and auto-remediate endpoint performance anomalies and OS faults prior to business impact.
• Utilize enterprise remote administration suites (SCCM/MCM Remote Control, TeamViewer, Microsoft Teams Remote Help, WinRM) to safely execute deep system, permission, and software repairs on hardened endpoints.
• Perform thorough Root-Cause Analysis (RCA) on critical severity incidents, creating technical post-mortems and collaborating with network/cloud security teams to harden endpoint defenses against PCI-DSS risks.
• Lead technical mentorship and structured coaching for engineering trainees, designing real-time support shadowing workflows and knowledge base documentation to accelerate onboarding.

IT Support Technician (L3) & Operations Lead - Matrix Warehouse - Multi-site enterprise environments

(2024-01 - 2025-01)

Led full-lifecycle Tier 1–3 IT infrastructure operations and endpoint support across multi-site enterprise environments, maintaining 99.9% uptime for core business services.

• Deployed, configured, and maintained corporate network endpoints, Windows Server operating systems (2019/2022), Active Directory domain controllers, and Dell PowerEdge / NAS storage arrays.
• Automated multi-branch software deployment and security patch management cycles utilizing customized PowerShell/Bash routines, eliminating manual configuration drift across distributed endpoints.
• Automated backups and tested disaster recovery procedures, improving system reliability.
• Configured and optimized commercial firewalls, Layer 2/3 switch deployments, VLAN segmentation, DHCP/DNS routing diagnostics, and secure site-to-site VPN tunnels.
• Orchestrated multi-platform remote control operations (TeamViewer, RDP), driving immediate peripheral fault resolution across distributed branches.

Fiber Infrastructure & Core Network Technician (L3) - 123NET - South Africa

(2023-01 - 2024-01)

Designed, commissioned, and sustained high-capacity fiber optic core network infrastructure and GPON/FTTH telecom pipelines adhering strictly to Tier 1 carrier standards.

• Executed advanced physical and logical layer network fault isolation using Optical Time-Domain Reflectometers (OTDR), optical power meters, and structural analyzers to drastically reduce MTTR on core fiber cuts.
• Provisioned, hardened, and managed Provider Edge (PE) routers, Layer 2/3 enterprise switches, and Optical Network Terminals (ONTs) via secure SSH and out-of-band management protocols.
• Executed deep physical-to-datalink troubleshooting across optical distribution networks to preserve backhaul integrity and uphold strict SLA availability metrics.
• Partnered directly with Network Operations Centers (NOC) to perform localized emergency traffic rerouting, splice quality audits, and optical attenuation assessments under rigid emergency response windows.

Bachelor of Science - Computing - University of South Africa (UNISA) (2023-01)

Diploma - IT, Web & App Development - Newbridge College (2021-01 - 2023-01)

National Senior Certificate - Matric - Oakridge College (2020-01 - 2020-01)