Adenaan Jamie
I.T Technical Manager I.T Infrastructure Specialist I.T Support I.T Specialist
Estcourt
Summary
"I am a proactive Technical Support Specialist with a proven track record of thriving in high-pressure team environments. My experience includes effectively resolving time-critical issues to restore core systems, coupled with a talent for sharing networking and server expertise to establish stable operations. Additionally, I have received specialized analytical training in my role as Technical Manager, enabling me to efficiently address a diverse range of hardware and software errors.
Furthermore, I excel in meticulously tackling technical issues by tracing root causes and implementing effective solutions. I am adept at working both independently and collaboratively within a team to deliver quality support. Overall, I demonstrate strong technical prowess and analytical skills, coupled with the ability to perform effectively under pressure, ensuring the seamless functioning of critical systems."
Overview
18
18
years of professional experience
Work History
I.T Consultant
Duro.F.S.E
06.2020 - Current
- Troubleshot Hardware and Software issues to achieve architecture compatibility.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Collaborated cross-functional teams ensure alignment expectations deliver consistent high-quality results across various aspects projects.
- Implemented security measures to protect sensitive information from unauthorized access, mitigating potential risks and vulnerabilities.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Improved reliability of backup systems by implementing disaster recovery protocols that safeguarded critical data during unexpected events.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Streamlined workflow processes, enabling more efficient use of resources and reducing overall project timelines.
- Inspected equipment, assessed functionality, and optimized controls.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
IT Support Specialist
Sanlam Head Office Bellville
11.2012 - 02.2018
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Researched and identified solutions to technical problems.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Installed, configured and maintained computer systems and network connections.
- Delivered onsite technical support for 2 employees.
- Translated complex technical issues into digestible language for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Monitored system performance to identify potential issues.
- Answered questions and provided information to customers about new software or hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware and granted system permissions to new employees.
- Used ticketing systems to manage and process support actions and requests.
- Learned and adapted quickly to new technology and software applications.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Technical Support Engineer
Teleperformance Cape Town- Hewlett Packard - U.K
08.2010 - 02.2011
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
- Tested new software and hardware prior to deployment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured hardware, devices, and software to set up work stations for employees.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Installed, configured and maintained computer systems and network connections.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured and tested new software and hardware.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
Assembly Instruction for Structural Design
Fabric Graphix
03.2006 - 11.2008
- Disassemble structural from the design department.
- Drawing up easy to follow assembly instructions for client.
- Conducted site inspections to ensure adherence to structural plans and provided guidance on necessary adjustments.
- Costing of instruction base on difficulty , time and labour.
Education
Lenovo Training ( 31 Certificates ) - Technical Engineer
South Africa AWSP Service Lenovo Training
Cape Town, South Africa 04.2001 -
Technical Support-Specialization in Pc Engineering - I.T SUPPORT.
PC TRAINING AND BUSINESS COLLEGE
Cape Town, South Africa 04.2001 -
Skills
DevOps Practices
Software Development
IT Infrastructure
IT Asset Management
Self Motivation
Root Cause Analysis
IT resource use
IT Vendor Management
Goal Setting
Technology Integration
Project Management
Organizational Skills
Budget Administration
IT infrastructure proficiency
IT risk management
Needs Assessment
End point configurations
Mobile Device Fleet Management
IT Compliance
User Support
Information Technology Infrastructure
Microsoft Word
Friendly, Positive Attitude
Reliability
Professionalism
Problem-Solving
Project Planning
Timeline
I.T Consultant
Duro.F.S.E
06.2020 - Current
IT Support Specialist
Sanlam Head Office Bellville
11.2012 - 02.2018
Technical Support Engineer
Teleperformance Cape Town- Hewlett Packard - U.K
08.2010 - 02.2011
Assembly Instruction for Structural Design
Fabric Graphix
03.2006 - 11.2008
Lenovo Training ( 31 Certificates ) - Technical Engineer
South Africa AWSP Service Lenovo Training
04.2001 -
Technical Support-Specialization in Pc Engineering - I.T SUPPORT.
PC TRAINING AND BUSINESS COLLEGE
04.2001 -