Denzil Naidu

Work History

National Stationery (PTY) Ltd

La Mercy

01.2023 - Current

Analyzed service desk metrics to identify areas for improvement, implementing changes that led to measurable performance gains.
Managed multiple projects concurrently, ensuring timely completion and client satisfaction.
Developed comprehensive documentation of service desk procedures, standardizing support tasks across the team.
Streamlined service desk operations for increased efficiency and improved response times
Handling the IT Infrastructure and Network for the company
Providing PC and Mobile support
Microsoft 365, Office 365 Licensing, Office 365 support + Admin Centres
OneDrive, Sharepoint and Power Apps
N-Central - monitoring devices and running update patches
Server Maintenance and Monitoring
PC repairs and upgrades
Printer Repairs
Maintenances of all PCs
Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
Served as an escalation point for critical incidents, successfully resolving high-impact issues under tight deadlines.
Created and Developed my own Ticketing and Asset/Hardware Software
Partnered with internal stakeholders to gather feedback on service desk performance, using insights gained to drive continuous improvement efforts.

Lantek Computers

Ballito

08.2021 - 01.2023

MSP Company, provided remote and on-site support to clients
PC setups, repairs, and upgrades
Windows, MAC and Linux support
Microsoft 365 + Admin Centers
OneDrive, SharePoint, Power Apps and N-Central.
Server setups and monitoring
Printer installations and repairs
VPN - creating and adding VPN certificates
CISCO Firewall - setting up and monitoring firewalls
DNS, Active Directory, Group Policy, Event Viewer
Managing Tickets and Priorities
Antivirus (ESET)
Managed IT Environment for Hibiscus Hospital for 3 months.
Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Networks.
Reduced support tickets through proactive maintenance of hardware, software, and systems.
Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
Employed remote support tools effectively for efficient troubleshooting of offsite issues.
Managed high levels of call flow and responded to technical support needs.
Installed, configured and maintained computer systems and network connections.
Configured hardware, devices, and software to set up work stations for employees.
Created user accounts and assigned permissions.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Monitored system performance to identify potential issues.

One Stop Travel and Tours

Overport

01.2021 - 08.2021

Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
Coordinated IT operations activities to deliver smooth flow of daily business needs.
Oversaw IT department operations and training.
Was in charge of IT for 7 branches in Durban, Cape Town and Johannesburg.

Matnet Technologies

Springfield

01.2016 - 10.2020