Lulama Hanase

Confident IT support engineer, successful at increasing monthly revenue, marketing strategies and product development. Skilled at understanding customer and employee requests and meeting their needs. Seeking to bring further success by strengthening staff training, streamlining internal systems and facilitate sales techniques.

Customer-focused, successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilizes excellent organizational skills to enhance efficiency and lead teams to achieve outstanding sales.

Detail-orientated IT support engineer adept at making critical decisions, managing deadlines, and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. Results-driven IT support with a proven track record of offering project management, producing quality outcomes through dynamic leadership and motivational techniques.

Liaises with clients to determine requirements, making detailed cost estimates and generating consistent repeat business. Solution-minded ICT Network Engineer bringing 9+ years of experience with Information Technology qualification. Proficient in multiple hardware and software programmers, particularly in Windows 10 and Office 365.

Skilled at diagnosing and resolving issues within 45-minute timeframe, strives to achieve expectations.

IT Support Engineer - Eduvos Institution - Port Elizabeth, South Africa

(2021-08)

• Used strong communication skills to collaborate with team members to ensure efficient service.
• Created and maintained office forms and procedures to assist with administrative tasks.
• Processed orders, determined charges, and oversaw billing and payments i.e DNI network points installation.
• Greeted and welcomed clients with a warm, friendly, and positive attitude.
• Coordinated the repair and maintenance of office supplies and equipment bi-weekly.
• Kept updated with the latest software, hardware, and IT technologies to stay professional and an expert within the industry.
• Managed the deployment, configuring laptops and migrating user data as instructed by IT manager.
• Performed root-cause investigations for malfunctions, identifying solutions and working on the implementation of resolutions to increase overall efficiency.
• Supported various vendor OS including Google Chrome OS, Microsoft Windows, Apple MacOS, Google G Suite, MS Office 365, and Linux desktop; Hyper-V Manager, Server Manager, Active Directory.
• Carried out customer site visits during emergency callouts and malfunctions to provide ongoing support.
• Carried out networking diagnostics on machines, including configurations, routing, switching and firewalls.
• Provided technical support on company applications and IT solutions through phones, live chats, and email.
• Successfully identified potential enhancements to current systems that improved IT system efficiency and reliability.
• Proactively kept customers updated with problem status, milestones, and repairs always though.
• Logged and maintained an accurate and updated record of customer faults and methods used for diagnoses and repairs, completing for organizational purposes. Printers support technician.
• Delivered remote demonstrations and troubleshooting on customer's computers using tools like TeamViewer; Any desk and Ms Teams.
• Conducted disaster procedures and data backup with faulty systems, resolving issues promptly and efficiently without data loss.
• Checked systems and backed up devices for 30 minutes, ensuing full recovery from unexpected shutdowns and system failures.
• Replace faulty hardware components efficiently, accurately and within the company time frames.

IT Support Technician/IT Helpdesk Technician - Aspenpharmacare - Port Elizabeth, South Africa

(2013-08 - 2021-07)

Client service | Customer relationship management | End user IT support reliable, energetic, pro-active, and resourceful customer service professional with 5 years of experience resolving customer complaints and promoting conflict resolution.

• Ability to cultivate key client relationships for multiple campaigns in diverse industries.
• Conducted group or individual training sessions for employees to obtain an extensive understanding of newly installed software, programs, hardware or systems.
• Regularly install the latest ICT antivirus software to keep files safe and secure from security threats.
• Attend emergency callouts with 30 to 45 minutes to fix and recover computers to original states after system failures or hacks.
• Ensure the smooth running of the company's ICT systems and servers by performing regular upgrades and backups.
• Manage the effective data recoveries using various techniques ad software, such active directory and Ms exchange server form 2003 up to 2019 latest versions.
• Improve customer support by proactively responding to queries on Windows XP up to Windows 11, Ms Office 365, Azure, Active Directory, VMware, and handling client complaints.
• Reading/understanding source code and utilizing software knowledge/experience, to confirm whether root cause of an issue is a bug in the software or data related problem.
• Troubleshoot and install desktop label printers and barcode scanners.
• Applying knowledge of manufacturing software and its functions when supporting users 's needs/issues.
• Assisting peers with their case loaf either through mentoring and brainstorming ideas.
• Coordinating and supporting the vendor for machine integration for MES application.
• Troubleshooting in windows patch and antivirus update related issues.
• Being an Ms SQL admin, administers data systems and structures. Organise data, such as an organization's records or customer information. Ensure that users can easily access the information they need and that data are protected from unauthorized access.
• Ensure performance, security and availability of databases, handle common database procedures, such as upgrade, backup, recovery and migration.
• Provision MySql instances, both in clustered and non-clustered configurations.
• Monitoring systems performance and identifying problems that may arise.
• Creating stored procedures for API's.
• Experienced with Reporting/Visualization tools such as Power BI and Tableau with 3 years of experience.
• Protect users accounts with MFA Microsoft method on Azure. Use a2way system authentication.
• Train users and perform awareness training on how to secure their systems both mobile and onsite.
• 6 years of experience working with PBAX systems, mitel phone systems and VIOP.

Dispensary Operator - AspenPharmacare - Port Elizabeth, South Africa

(2008-08 - 2013-08)

• Pick and dispense materials in accordance with Manufacturing methods, recipes, Standard Operating Procedures(SOPs) and other requirements as specified whilst ensuring all pharmaceutical manufacturing product is made according to all relevant quality standards in a safe and timely manner.
• Handling of chemical and hazardous substances according to the SOP while dispensing.
• Maintain cleanliness and hygiene both raw materials and working environment; house keeping and proper disposal of raw materials according to the SOP.
• Installing of IBC and dispensing equipment to the dispensary cubicles.
• Maintaining or the environmental temperatures according to the manufacturing standards also to sustain the stored raw materials.
• Installing label printers and barcode scanner on the dispensary floor.
• Maintain the BMR(Batch manufacturing Document) and work in hand with the pharmaceutical team.

A+ Comptia - Information Technology - Boston Business College (2019-07 - 2019-07)

ITIL - Foundation - Pink Elephant (2020 - 2020)

Information Technology Diploma - Information Technology - Boston Business College (2004 - 2004)

Matric, Grade 12 - High School - Cowan High School (2003 - 2003)