Alois Gocke

• Installing and configuring computer hardware, software, systems, networks, printers.
  
• Monitoring and maintaining computer systems and networks.
  
• Responding in a timely manner to service issues and requests.
  
• Providing technical support across the company (this may be in person or over the phone)
  
• Setting up accounts for new users.
  
• Repairing and replacing equipment as necessary
  
• Testing new technology
  
• Documented support interactions for future reference.
  
• Collaborated with supervisors to escalate and address user inquiries or technical issues.
  
• Tracked computer equipment, peripherals and network servers via SnipeIT.
  
• Promoted efficiency among departments with prompt resolution of system issues.
  
• Used ticketing systems to manage and process support actions and requests.

Audit and implementation of company process and procedures
Learning and Development of staff
Human Resources
Staff Recruiting, Onboarding and exit interviews
Employee contract and duties audits
Technical assistance to staff and clients
Client service representative- SLA Clients
Administration of Tickets system

Complete General Management of the South African, Cape Town Office
Health and Safety
Learning and Development
Human Resources
Providing guidance and leadership advice for South African Team
Staff Recruiting and Onboarding
Management Of South African Staff events
Procuring and Providing of Microsoft Learning Material and Vouchers for Global New Signature.
Assisting with UK HR
Management of HR System
Employee Audits
Management of Sub ‐ Contract staff for projects
Dealing with 3rd party contractor companies
Producing Excl documents and Reports for Director of Human Resources

Performance Management for Team of 10 Analysts
People and Culture Development
Stat Reporting for Director of Managed Services
P1 Escalation point
P1 Team Management and progress reporting to Directors and Stakeholders as well as Client
Feedback
Ticket Desk Management
Learning and Development Support for South African Team
Mental Health Support Officer
Writing and implementing Process documentation
Process P1 report for clients

Microsoft 365 Support ‐ 4 Years Experience
Microsoft Server 2008 ‐ 6 Years Experience
Microsoft Server 2012 / 2012 R2 ‐ 4 Years Experience
Microsoft Server 2016 ‐ 4 Years Experience
Microsoft Server 2019 ‐ 2 Years Experience
Microsoft Azure ‐ 2 Years’ Experience
Microsoft SharePoint ‐ 3 Years Experience
Microsoft PowerShell ‐ 3 Years Experience
MicrosoftTeams‐3 Years Experience
Juniper Firewalls ‐ 2 Years Experience
SonicWall Firewalls ‐ 2 Years Experience

Day to day support on the service desk (remote)
Desktop, Network and Server Support
Backup Management and Anti‐ Virus system support
Internet, security and firewall support
New system installations & upgrades (desktop, network, server, etc.)
Printer support
Internet and Analytic Report for clients
Time to Time Offsite & Onsite work for clients
Researching and implementation of new technologies to improve and increase efficiency for
necessary clients
Daily backup checks & hardware issues
Management of Technical Staff
Supervising and ensuring smooth day‐to‐day operations and activities
Provide guidance on issues related to both management and technical activities
Coordinate that projects are completed within deadlines
Maintenance, and safe use and storage of all technical equipment and materials
Evaluating training programs for the technical staff
Help and Coordinate Production Operations Risks Assessments
Perform other related duties as assigned
Develop, maintain, and execute against budget for technical operations team
Provides new staff with PC/account setup and orientation
Provides escalated technical support that requires an on‐site presence (server, NAS, network or
PC equipment failure), including data backup recovery. Performs complex software/hardware
troubleshooting, patches and re‐installations in cooperation with the Helpdesk and in accordance
with established SLAs

Server Management
Configuring of servers
Weekly SLA support
Desktop support
Configuring and maintaining of backups
Remote support
On‐site support
Configuring of ADSL routers
Configuring of mobile devices/tablets
Technical training where needed
Support on MAC products

Retail sales and inventory checking
Quotes and invoices
Assisting the Technical Manager on callouts
Remote desktop support
Repairs to a variety of computer systems
Running of shop while Technical Manager is on callouts
Filing when needed
Handling of money in till
Managing of weekend staff
Adding of inventory on retail website
Maintaining servers running Server 2003 and the other SBS
2008 all with Exchange
Use remote desktop or log me in or team viewer to remotely provide services to clients with
servers and without
Daily server maintenance checks on clients servers
Check that NAS devices on networks is working and backing up client data
Repairs to a variety of computer systems
Call outs to general public customers (hardware and software
Weekly maintenance visits to current contract clients
Work on a helpdesk. Logging tickets, creating quotes and invoices
Help Technical Manager with proposals of maintenance Contracts. As well as Networking
infrastructure