Wesley Arendse
Cape Town
Summary
Experienced Information Technology Engineer with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Switching, WSUS, DNS, Servers, Desktop support, SCCM and networking.
Overview
18
18
years of professional experience
Work History
Senior IT Support Engineer
Webhelp SA
09.2023 - Current
- Support the UK Group looking after Infrastructure Services in South Africa, India, the United Kingdom, and America
- Support for Project delivery, Azure hosts, VMWare Hosts, AWS Hosts, and Hyper-V hosts in our Environment
- Essential support for Domain controllers; Group Policy standardization and Infrastructure
- Supporting 8 Webhelp Locations in South Africa in a large estate of 5k+ endpoints
- We are a Cisco Networking environment along with Cisco Umbrella as our internet proxy solutions, the focus is PCI and ISO compliance with major global brands
- My support and skills in the organization support the UK Group looking after Infrastructure Services in South Africa, India, the United Kingdom, and America
- Support for Project delivery, Azure hosts, VMWare Hosts, AWS Hosts, and Hyper-V hosts in our Environment
- Essential support for Domain controllers; Group Policy standardization and Infrastructure
- Supporting 8 Webhelp Locations in South Africa in a large estate of 5k+ endpoints
- We are a Cisco Networking environment along with Cisco Umbrella as our internet proxy solutions, the focus is PCI and ISO compliance with major global brands
- My shift back to Infrastructure services was due to internal restructuring
- I was retained due to my support and skills in the organization.
- Managed vendor relationships to negotiate cost-effective service contracts and obtain the best possible pricing on equipment purchases.
- Evaluated emerging technologies and recommended strategic investments that aligned with organizational goals while providing long-term value for the company.
- Developed customized training materials for staff members to facilitate knowledge retention and improve overall technical competency levels.
IT Technician/ Network Apprentice
Webhelp SA
01.2016 - Current
- Resolving all service requests logged via the IT helpdesk tool
- Resolving all matters within the first call resolution
- Assisting users with various Microsoft Office application (Microsoft office suite and Office 365) problems
- Assisting with setting up network printers for all Ops managers and Team leaders within the Call Centre environment
- Active Directory- Doing password reset and creating users within the network
- Responding to IT Helpdesk tickets via the Helpdesk number and Helpdesk mailbox
- Resolving tickets within its SLA timelines
- Microsoft Outlook setups and troubleshooting
- Technical support for Microsoft Windows 7 & 10 operating systems as well as MS Office suite
- Liaise with 3rd party vendors to assist with printers and applications
- Provide technical support on mobile devices i.e., Android smartphones and tablets
- Analyze, evaluate, and resolve technical IT-related problems
Remote Desktop Engineer L2
Computacenter
01.2016 - 07.2016
- Delivering Second Line Technical Support for multiple clients and ensuring effective services are rendered
- Proactively tasked myself with analyzing and improving business processes to optimize new quality standards
- Technical: Innovative, Problem Investigations, Root cause analysis and liaise with various entities to get resolution
- Experience in supporting Desktop Infrastructure/Operating systems from XP to Windows 10 and upwards onto Office365
- Experience in Active Directory, Group Policy, DNS, DHCP, and DFS
- Experience in Anti-Virus (Symantec/Mimecast) and other client security products is a clear advantage
- Assist clients in Projects related to hardware/software changes as part of a project team, and the willingness to be available for out-of-hours support
- Knowledge of configuring machines with SCCM.
Remote Support Engineer L1 & L2
Telkom S.A
05.2006 - 04.2016
- Installation/Configuration and setup of computers on the Telkom domain
- Setting up and 2nd level support of all email accounts for all users in the business
- All hardware and software troubleshooting
- Complete detailed programming and development tasks for front-end public and internal websites as well as challenging back-end server code
- Carry out quality assurance tests to discover errors and optimize usability
- Resolving tickets within their SLA timelines
- Active Directory- Doing password reset and creating users within the network
- Responding to IT Helpdesk tickets via the Helpdesk number and Helpdesk mailbox.
Education
A+, N+, Business communication, Computer Literacy- Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft SharePoint -
IEE Rosebank College
MCTIP (Microsoft Certified IT Professional) server 2008 -
Torque IT
70-740-Installation, Storage and Compute with Windows Server 2016, 70-741-Networking with Windows Server 2016, 70-742-Identity with Windows Server 2016 -
IT Academy
ICDN1 & ICDN2-Routing and Switching, Switch configuration, Router configuration, VTP protocol, Spanning Tree protocol, CDP protocol, Cisco wireless controller configuration, Cisco access point configuration -
Torque IT
AZ-900 Microsoft azure fundamentals (In progress), AZ-104 Microsoft Azure Administrator (In progress) -
Torque IT
Skills
- Routing and Switching (CCNA)
- In-depth technical understanding of IT Network topologies
- Complex problem solver
- Server 2012 support (Configure, Group Policy setup)
- Excellent analytical, numerate time management, and organizational skills
- Ability to multi-task work on own initiative, and delegate decision-making were appropriate
- WSUS support
- Operating System Support
- Remote Support
- Data Backup and Recovery
- Training and mentoring
- Hardware Installation
- Cloud Computing Expertise
- Application support
- Incident Management
- Server maintenance
- Network Administration
- Mobile Device Management
- ITIL Framework
- IT Security Management
- Virtualization Technologies
- Disaster Recovery Planning
- Troubleshooting skills
- Network Troubleshooting
- Hardware troubleshooting
- Application installations
- User Support
- System Configuration
- Technical Support
References
- Gerhard Lubbe, IT Ops Manager, Webhelp SA, 0795162033
- Barry Revill, Head of Technology, Webhelp UK
- Adam Wesson, IT Manger, Telkom SA, 0813299200
Timeline
Senior IT Support Engineer
Webhelp SA
09.2023 - Current
IT Technician/ Network Apprentice
Webhelp SA
01.2016 - Current
Remote Desktop Engineer L2
Computacenter
01.2016 - 07.2016
Remote Support Engineer L1 & L2
Telkom S.A
05.2006 - 04.2016
A+, N+, Business communication, Computer Literacy- Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft SharePoint -
IEE Rosebank College
MCTIP (Microsoft Certified IT Professional) server 2008 -
Torque IT
70-740-Installation, Storage and Compute with Windows Server 2016, 70-741-Networking with Windows Server 2016, 70-742-Identity with Windows Server 2016 -
IT Academy
ICDN1 & ICDN2-Routing and Switching, Switch configuration, Router configuration, VTP protocol, Spanning Tree protocol, CDP protocol, Cisco wireless controller configuration, Cisco access point configuration -
Torque IT
AZ-900 Microsoft azure fundamentals (In progress), AZ-104 Microsoft Azure Administrator (In progress) -
Torque IT
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