Asheylen Ryan Naidoo
Senior IT Support Engineer
Sandton
Summary
A dedicated and motivated IT professional with over five years of customer-facing support experience, skilled in applying customer service principles to enhance user experiences for clients, employees, and administrative teams. Experienced in maintaining and improving both customer systems and cloud infrastructure, with a strong focus on advancing a career in cloud computing.
Overview
6
6
years of professional experience
2021
2021
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Senior IT Support Engineer
Siyaya Phambili Technology Solutions
10.2023 - Current
- Software Support & Maintenance: Provide expert-level support for a range of software applications, ensuring ongoing performance optimization and system reliability.
- Microsoft 365 Administration: Manage and maintain Microsoft 365 environments, including user and license management, troubleshooting, and optimization to ensure seamless operations.
- System Installation, Configuration & Upgrades: Oversee the installation, configuration, and upgrading of hardware and software systems, ensuring compliance with best practices and organizational standards.
- Application Security Implementation: Configure and enforce application security protocols, including user access management (roles, privileges) and data protection measures, to safeguard organizational assets.
- Application Performance Tuning & Monitoring: Conduct regular performance assessments, identify bottlenecks, and implement improvements to ensure optimal system performance.
- Project Delivery & Management: Lead and contribute to the successful delivery of IT projects, ensuring alignment with business objectives, adherence to timelines, and quality standards.
- Cloud Services Support & Configuration: Provide end-to-end support and configuration for cloud-based services, specifically Microsoft 365, ensuring secure integration and optimal performance.
- Documentation & Process Development: Create and maintain comprehensive technical documentation (including data flow diagrams, process flow diagrams, and troubleshooting guides) to support knowledge sharing and system integrity.
- Cross-functional Collaboration: Collaborate with IT teams, stakeholders, and external vendors to ensure smooth implementation of solutions and meet business needs.
- Troubleshooting & Incident Resolution: Provide advanced troubleshooting for complex system issues, ensuring quick resolution and minimal disruption to operations.
- Training & Knowledge Sharing: Mentor junior engineers and provide training to internal teams on system administration and best practices, enhancing team expertise and system understanding.
Senior ICT Support – Desktop Support Team Leader
Beginning 2 End Technologies(ADvTECH Group)
02.2023 - 09.2023
- Infrastructure Support
- Conducts daily checks on the IT infrastructure (LAN, WLAN, WAN, etc...) to monitor up time requirements and ensure that systems are running optimally.
- Installs new servers when required.
- Coordinates the deployment of hardware, systems and infrastructure within the campus
- Ensure that the necessary security protocols and maintenance procedures for the campus are followed and executed timeously. This includes, but is not limited to software patching/updates, BitLocker compliance, Antimalware compliance, SCOM alerts, device imaging, and SCCM compliance.
- Interaction and liaison with vendors or service providers for support and troubleshooting, where necessary.
- Monitors ICT security systems and does periodic tests and checks to ensure that everything is in order.
- Service Delivery and Escalations
- Diagnose and troubleshoot hardware and software issues that are escalated from ICT Supports. Compilation and upload of KB articles for future reference.
- Administers and maintains software, as per the agreed software list.
- Oversight of the campus' ICT Service Desk to ensure calls are correctly allocated and timeously addressed.
- Staff supervision
- Ensure that the campus has the necessary ICT support during operational hours.
- Coordinates and oversees campus ICT Support staff activities. Engages in short to medium term tactical planning.
- Has input in ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting.
- Provides mentorship to ICT Supports
Support Technician
Siyaya Phambili Technology Solutions(Stallion Security)
04.2021 - 02.2023
- Software Support and Maintenance
- Installation, Configuration and upgrading of existing systems
- Implement and maintain application security(users and roles, assign privileges)
- Perform application tuning and performance monitoring
- Deliver within projects as per requirements, objectives and deadlines
- Support and configuration of cloud services – Microsoft 365
- Creating Documentation(i.e. Dataflow, Process flow diagrams)
Service Desk Consultant
Siyaya Phambili Technology Solutions
09.2020 - 03.2021
- Providing technical support for desktop computers, laptops, smartphones and other devices
- Responding for requests for new accounts or password resets from users
- Providing customer service to clients by answering their questions about products or services offered
- Assist users identifying and solve computer problems by providing troubleshooting assistance or dispatching a technician to make repairs
Front End Web Developer (Part-Time)
Blue Diamond Hookah
07.2019 - 03.2020
Education
Bachelor of Sciences - Information Technology(Graduated June 2025)
Richfield
01.2023 - Current
Higher Certificate - IT Support Services
The IIE Varsity College Sandton
01.2018 - 01.2019
Matric Certificate -
Edenglen High School
Skills
System administration
Teamwork and collaboration
undefinedCertification
Nexthink IT Support
Timeline
Nexthink IT Support
06-2025
Nexthink Associate
06-2025
Sendmarc Certified Engineer
03-2025
Senior IT Support Engineer
Siyaya Phambili Technology Solutions
10.2023 - Current
Senior ICT Support – Desktop Support Team Leader
Beginning 2 End Technologies(ADvTECH Group)
02.2023 - 09.2023
Bachelor of Sciences - Information Technology(Graduated June 2025)
Richfield
01.2023 - Current
Support Technician
Siyaya Phambili Technology Solutions(Stallion Security)
04.2021 - 02.2023
Service Desk Consultant
Siyaya Phambili Technology Solutions
09.2020 - 03.2021
Front End Web Developer (Part-Time)
Blue Diamond Hookah
07.2019 - 03.2020
Higher Certificate - IT Support Services
The IIE Varsity College Sandton
01.2018 - 01.2019
Matric Certificate -
Edenglen High School
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