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.
