CAIREEN NAMNATH
Durban
Summary
Accomplished IT Service Desk Engineer with extensive experience in ticket management, incident resolution, and technical troubleshooting. Proven track record at VBT IT Solutions leading projects such as HALO migration and advanced reporting initiatives. Former Customer Service Manager at Liquid Intelligent Technologies, adept in preparing service reviews and managing SLA credits. Strong background in office administration from NUR Accounting, with skills in remote support and SQL reporting. Committed to enhancing operational efficiency and customer satisfaction through innovative solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Desk Engineer
VBT IT Solutions
Durban, South Africa
01.2024 - Current
- Logged tickets using HALO and distributed tasks to engineers for efficient ticket resolution.
- Resolve tickets including Microsoft password resets, AD and Microsoft user creation/removal, VPN and remote desktop configuration, and shared mailbox and distribution list management.
- Troubleshot printers, supported BitLocker recovery key requests, and created local accounts to ensure user access.
- Produce weekly internal reports analysing engineer performance, tickets closed, and timesheets.
- Compile and distribute monthly customer reports covering patch management, server uptime, availability, and ticket metrics.
- Project lead for HALO migration and advanced reporting initiatives used for customer sales engagement.
Customer Service Manager
Liquid Intelligent Technologies
Durban, South Africa
10.2022 - 10.2023
- Prepared monthly service reviews, SLA credits, and RCAs via ServiceNow.
- Chaired meetings and supported desktop troubleshooting, and reporting.
Office Administrator
NUR Accounting
Durban, South Africa
06.2020 - 09.2022
- Managed accounting records, tax submissions, invoicing, and office IT support.
Education
Bachelor of Science - Information Technology
Richfield Institute of Graduates
Durban, KZN2021
Skills
- Ticket management
- Incident resolution
- Technical troubleshooting
- Remote support
- Reporting & SQL
Certification
- MS 900
- SC 300
- MS 102
Timeline
IT Service Desk Engineer
VBT IT Solutions
01.2024 - Current
Customer Service Manager
Liquid Intelligent Technologies
10.2022 - 10.2023
Office Administrator
NUR Accounting
06.2020 - 09.2022
Bachelor of Science - Information Technology
Richfield Institute of Graduates