Ahmad Raza Essack
Support Engineer
Centurion
Summary
Adept at enhancing customer satisfaction, I leveraged my technical and troubleshooting skills at Momentum and Durban University of Technology to swiftly resolve complex IT issues. My leadership in the pioneering Luban Workshop project showcases my ability to innovate and mentor, significantly contributing to technological advancements and user support excellence.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Support Engineer
Momentum
02.2024 - Current
- Provide front-line support for technical issues involving computer systems, software applications, networks, and hardware.
- Monitor, maintain, and manage IT infrastructure, including network connectivity, computer systems, and peripheral devices, Via ControlUp
- Configure and setup new systems
- Manage user accounts, permissions, and access controls in various systems
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Ensure seamless network connectivity, as well as troubleshooting all network related issues
- Diagnose and resolve TCP/IP, LAN, WAN, VLAN and VPN issues
- Knowledge and hands-on experience with O365
- VoIP systems and telephony configurations
Volunteer IT Technician
Durban University of Technology
07.2019 - 12.2023
- Served as a dedicated volunteer IT technician at Durban University of Technology
- Contributed significantly to the university's technological infrastructure
- Played a part in network support by installing and maintaining networking equipment (routers, switches)
- Handled cabling tasks to ensure a reliable network
- Took charge of computer and IT equipment installations
- Contributed to the overall setup and maintenance of technological resources
- Played a role in server installation and monitoring
- Ran system checks, performed backups, and ensured regular updating of antivirus programs to uphold system security
- Troubleshot to identify and isolate problems, showcasing adept problem-solving skills in addressing hardware, software, and network issues
- Gained a comprehensive skill set in IT support and infrastructure management
IOT Team Leader
Durban University of Technology
07.2019 - 12.2023
- Actively engaged in the IOT School Boot camp teaching initiative
- Served as a tutor for Durban University of Technology students, including primary and secondary school students, university students, and teachers
- Provided guidance on various technology topics: Narrow Band IoT, Virtual Reality, 3D printing, Robotics, Arduino, Raspberry Pi, Sensors, and Drone technology
- Raised awareness about the Internet of Things and the Fourth Industrial Revolution
- Collaborated closely with Tianjin Vocational Institute (TVI - China) and DUT on the Luban Workshop project, the first of its kind in South Africa
- DUT sponsored specialized rooms for Narrow Band IoT and 3D printing
- Trained in Narrow Band IoT and 3D printing aspects
- Coordinated the labs and the team of students involved
- Oversaw the project under the guidance of facilitators
Education
Diploma - Information And Communications in Applications Dev
Durban University of Technology
Durban, South Africa 02.2019 - 12.2023
Skills
Remote support
User support
Technical support
Incident management
Troubleshooting skills
Debugging skills
Network troubleshooting
Hardware troubleshooting
Certification
IT Essentials (Cisco)
References
Ebrahim Asmal from Durban University of
Technology
asmale@dut.ac.za | 084 478 6732
Rishan Govender from Durban University of
Technology
Rishang1@dut.ac.za | 074 439 5157
Candy Ramapulana from Momentum Metropolitan
candy.ramapulana@mmltd.co.za | 0786571838
Ajay Maharaj from Momentum Metropolitan
ajay.maharaj@mmltd.co.za | 0847772988
Timeline
Support Engineer
Momentum
02.2024 - Current
IT Essentials (Cisco)
01-2022
Introduction to Cyber Security (Cisco)
02-2020
Volunteer IT Technician
Durban University of Technology
07.2019 - 12.2023
IOT Team Leader
Durban University of Technology
07.2019 - 12.2023
Networking Essentials (Cisco)
07-2019
Cyber Security Essentials (Cisco)
07-2019
Diploma - Information And Communications in Applications Dev
Durban University of Technology
02.2019 - 12.2023
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