CX & COLLAB ENGINEER - Dimension Data
(2013-03 - 2018-05)
Reason for Leaving: Career Growth
- Installation and support of the following products and technologies:
- Video conferencing - Polycom, Tandberg, RMX, Tele-Presence
- Audio conferencing - Polycom, ClearOne, Sound structure
- Displays (Projectors, Plasma, LCD screens)
- Interactive screens - SMART board
- Audio Visual components (Switchers, Distribution Amplifiers, etc.) - Kramer, Altinex
- Control Systems - AMX, Creston
- Soldering of VGA cables and other AV installation cables
VC SUPPORT ENGINEER - Prosirius - Cape Town - Cape Town
(2018-06 - 2020-05)
Reason For Leaving: Career Growth
- Managing multiple AV and VC rooms
- Teamwork assisting clients with scheduling and connecting VC calls
- Compile reports to provide accurate feedback to clients
- Managing, maintaining and overseeing multiple AV and VC's at client site
- Assisting participants in different rooms with requests and do IT Support
- Polycom Certified (see attached)
- Soldering of VGA cables and other AV installation cables
- TeamViewer 14
- Fault Finding
- Onsite support on different electronic devices such as plasmas, video conferencing devices, DSTV device repairs
- Quotes & Proposals
- Call Logging and escalations
- Creating Reports
- Assisting with Projects
CALL DESK COORDINATOR - Gijima - Cape Town - Cape Town
(2020-06 - 2022-07)
- Managing multiple regions
- Monitoring engineers
- Teamwork assisting clients with scheduling of support
- Compile reports to provide accurate feedback to the client
- Call Logging and escalations
- Creating Reports
- Maintenance and support
- To render the administrative work to the standard always required by the employer and the clients during the hours stipulated
- Complete all work assigned to him/her in terms of the scope of work timorously, and in a professional manner in accordance with the directives of the company
- Perform the employees' work competently, diligently, to the best of ability and to the standards required by the company and/or the client
SD/REMOTE ENGINEER - ComputaCenter - Cape Town - Cape Town
(2022-08 - 2023-06)
- Administer, manage, and maintain the user Google Workspace ecosystem.
- Strong knowledge and experience handling Google Admin console, Gmail, Calendar, Docs, Sheets and Slides and related issues.
- User & shared mailboxes, google groups provisioning and management.
- Room and Resource calendar management
- Troubleshooting messaging issues
- Understanding of mail transfer and access protocols, email security, spam, phishing and virus protection
- Facilitate enterprise rollout of custom solutions that integrate G Suite functionality and work productivity.
- Oversee email retention activities to comply with legal records retention policies.
- Act as the single point of contact for P1 and P2 incidents, perform business impact assessments, coordinate and carry out suitable resolution involving key technical teams including Google support.
- Knowledge of and exposure to Identity Providers (e.g. One Login, Okta, Ping Identity)
- Knowledge of and exposure to related tools like BetterCloud and AODocs
- Investigating and solving tickets assigned to their Resolver Group in both Remedy and Service Now, Call and remote control on end-user desktop.
- Escalate support issues to vendors, follow up and resolve them in a timely manner.
- Collaborate with Google product managers and strategists, Google tech support, outsourced vendor teams to evaluate and recommend new G Suite features/ enhancements.
- Excellent organizational, written, and verbal communication skills desired & Strong customer focus and ownership
- Incidents Change and Service Requests (tasks) need to be addressed in a timely manner and provide RCA.
- Must be able to create design documents, system operating procedures & FAQs.
Support Engineer (V&A Waterfront, Two Oceans Aquarium, Zeitz Mocaa) - IOCO (EOH)
(2023-07 - 2025-11)
- Skilled in Microsoft Exchange Administration and troubleshooting.
- Proficient in Microsoft Azure for cloud-based solutions and services.
- Experienced in managing and supporting Office 365 applications and environments. Proficient in Manage Engine Endpoint Central for efficient endpoint management. Experienced in managing Active Directory for user and system administration.
- I am skilled in providing 1st line server support and 1st line network support. Extensive knowledge of full desktop support, including hardware and software troubleshooting.
- Proficient in assisting and managing procurement processes.
- Strong background in asset management and conducting storeroom checks.
- Expertise in monitoring and managing ticketing systems, with a focus on weekly/monthly reporting and statistical analysis.
- Capable of creating and designing work instructions and forms.
- Effective in conducting meetings with clients and high-level management on a regular basis.
- Proactive in identifying problems and opportunities for the company.
- Handle daily technical support activities on desktop support
- Data network and server management.
- Install and test.
- Desktop software applications and internet browsers.
- Diagnose and quickly resolve a wide range of Windows applications and Networking problems to help minimize downtime.
