Phumlani Sinaba

I started working for TT Connect as an intern, my duties included the following :

• Configuring and installing routers for FTTX clients
• Configuring and installing Cisco VOIP phones for both TT Connect and FTTB clients
• Managing and modifying VOIP phones using the Cisco call manager platform
• Managing the adding and removing of clients on the then used client portal
• Configured hardware, devices and software to set up work stations for employees.
• Provided basic 1st line support to FTTX clients

As the company grew and more clients were coming onboard, the following duties were added.

• Providing 1st line support to FTTB and FTTH clients
• Configuring and installing network equipment (switches) to TT Connect POPs
• Completed tickets requests that came in via our ticketing system on time with our SLAs
• Trained newly hired support agents on technical procedures
• Supervised newly hired Interns
• Provided support to splicing technicians who worked as fibre media convertor installers
• Troubleshooting both fibre media convertors and WiFi devices being used with those convertors
• Supervised splicing technicians during cutover's/maintenance

2nd Line Support Engineer duties includes the following duties :

• Providing telephonic support to FTTB clients
• Providing helpdesk support to 1st Line support agents
• Liaising and providing support to all ISPs on TT Connect network
• Logging,investigating and resolving tickets logged by FTTB clients
• Providing supervision to 1st line support agents
• Responsible for logging faults and following up with our upstream fibre providers
• Responsible for configuring and deploying network switches to our POPs and data centre
• Responsible for our POPs IT maintenance.
• Responsible for daily network performance checks

• Desktop support duties which involved the following :

* Loading Operating systems (Win 7 & 8) for newly built computers

* Configuring basic setups for microsoft exchange server 2010

* Assembling computers for resellers

* Setting up new user profiles on Active Directory

* Configuring and troubleshooting both LAN and Wireless networks

* Setting up and troubleshooting printers

* Setting up and installing CCTV cameras