Darren Philander
IT Team Lead
Bloemfontein
Summary
Proven IT leader with a track record of enhancing team productivity and security measures at Digacore Consulting Technology. Expert in Microsoft Azure and Office 365 configurations, with a knack for fostering teamwork and collaboration. Elevated client satisfaction through innovative support solutions, showcasing exceptional problem-solving and communication skills.
Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
3
3
Certifications
Work History
IT Team Lead
Digacore Consulting Technology
Remote
03.2022 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Improved security measures by conducting regular audits, implementing best practices, and updating policies as needed.
- Enhanced team productivity by implementing agile methodologies and streamlining project workflows.
- Championed IT best practices through effective communication, training sessions, and workshops for non-technical staff members.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location.
- Collaborated with team members to identify areas for process improvement and implement changes accordingly.
- Conducted training sessions for new helpdesk staff, fostering a culture of continuous learning and professional growth.
- Streamlined helpdesk processes for increased efficiency and improved response times.
- Implemented ticket prioritization system, leading to improved case management and faster issue resolution times.
- Created detailed reports analyzing helpdesk metrics, identifying trends in common issues and suggesting potential solutions for long-term improvement.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Streamlined internal communications with integration of collaboration tools that improved overall team coordination and efficiency.
- Established strong relationships with stakeholders across various departments by providing exceptional support during projects or crisis situations alike.
- Managed approximately 50 incoming calls and emails per day from customers.
IT Field Technician
Trade-link
Bloemfontein, South Africa
02.2021 - 03.2023
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Boosted user satisfaction by providing timely remote support for software installation, configuration, and troubleshooting.
- Contributed to company growth by identifying opportunities for system improvements and recommending appropriate technology upgrades.
- Streamlined IT support processes by implementing efficient ticketing systems and prioritizing tasks based on urgency.
- Reduced downtime for clients with prompt response to technical issues and effective problem-solving skills.
- Supported successful project completion by assisting in the setup, configuration, testing, deployment, and decommissioning of hardware systems as needed.
- Managed approximately 50 incoming calls and emails per day from customers.
IT Support Consultant
SITA
Bloemfontein, South Africa
10.2016 - 01.2021
- Evaluated emerging technologies for potential implementation into existing systems, staying ahead of industry trends.
- Optimized system performance by conducting regular hardware and software maintenance tasks.
- Troubleshot complex technical issues using advanced diagnostic tools and methodologies, restoring functionality quickly and efficiently.
- Developed customized IT strategies for clients to align technology solutions with business objectives.
- Maintained detailed records of completed projects to provide accurate reporting capabilities for future reference.
- Provided ongoing support for clients post-implementation, ensuring a smooth and successful transition to new technologies.
- Trained end users in new technologies and applications, promoting seamless adoption of systems upgrades.
- Installed, configured and maintained computer systems and network connections.
Education
No Degree - IT Support
Boston City Campus
Bloemfontein 05.2001 -
Skills
Customer Support
Desktop Support
Remote Support
Network support, Ubiquiti Unifi Switches and Access Points
Teamwork and Collaboration
Security Support, Setup and Configure SonicWall Firewalls
Microsoft Azure Active Directory
Configuring Office 365 such as Exchange, SharePoint, Teams, O365 Administrations
Windows Server, Active Directory
Microsoft Windows and Office
Troubleshooting Network Issues
Help Desk Support
Excellent Communication
Hardware and Software Repair
Technical Troubleshooting
User Support
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Certification
CompTia IT Operations Specialist
Timeline
IT Team Lead
Digacore Consulting Technology
03.2022 - Current
IT Field Technician
Trade-link
02.2021 - 03.2023
CompTia IT Operations Specialist
04-2019
CompTia Network+
04-2019
CompTia A+
04-2019
IT Support Consultant
SITA
10.2016 - 01.2021
No Degree - IT Support
Boston City Campus
05.2001 -