Tyson Masemola

Warm and friendly individual with ability to help customers in any situation. Enjoys working closely with team members to provide positive IT Support experience. Highly skilled in managing technical relationships with customers and liaising internally to identify and communicate solutions to meet customer, business and project needs.

Offering over 5 years of customer support knowledge-base experience. Skilful in generating support tickets using remote support tools to achieve better results.

Eager to contribute to team success through hard work, attention to detail and excellent organizational skills.

Motivated to learn, grow and excel in Networking.

• Current

Comsol Networks – Noc Team Leader, Midrand, ZA

• Handling technical escalations both internally and externally
• Shadowing my NOC manager responsibilities.
• Liaising with key technical departments on escalations L2, L3, Stores and IT.
• Supporting the team with booking the correct spares and navigating the system to get the correct details such as the Google drive for Link diagrams, access information etc.
• Updating management on staff attendance on both day and shift teams.
• Compiling RCA/RFO Documents
• Pulling monthly reports for meetings
• Driving SLA commitments ensuring that the teams respond quicker on emails, calls are logged quicker and updates are shared timeously.
• Ensuring that NOC equipment and services are fully functional
• Handle the communication between Noc and other Operation department
• Assisting Noc with Level two troubleshooting to make sure they are sharing the correct information when escalating

Boston Business College, Orange Grove, December 2010

A+ N+

MCSA : Microsoft Certified Systems Administrator

MCPD : Microsoft Certified Professional Developers

MCTS : Microsoft Certified Technology Specialist

MCP : Microsoft Certified Professional