Denzil Naidu
IT Engineer
Mount Edgecombe,KZN
Summary
Dynamic IT professional with extensive experience. Excelling in incident management and service desk operations. Proven track record of enhancing customer satisfaction and streamlining processes, leveraging strong problem-solving abilities and effective communication skills to drive continuous improvement and deliver exceptional support services.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Senior Service Desk Engineer
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.
IT Support Technician
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.
IT Manager
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.
IT Technician
Matnet Technologies
Springfield
01.2016 - 10.2020
- Provided IT Support to clients all over the Durban Area
- Repairs of PCs, Servers, Printers
- Windows Workstation and Server setups
- Software Installations
- AV - Kaspersky
- Active Directory
- Providing Remote Support - TeamViewer and Anydesk
- Setting up Networks
Education
Diploma - Information Technology
01.2016 - 01.2019
Extras
A+
N+
Certification in PC Engineering
Skills
Asset management
SLA management
Microsoft windows and office
Problem-solving abilities
Multitasking
Excellent communication
Decision-making
Friendly and patient
Self motivation
Team collaboration
Support services
Technical communication
Service desk team management
Support end-users
Service desk support
Accomplishments
- Designed and Built my own Ticketing System
- Designed and developed a Asset Management Software
Timeline
Senior Service Desk Engineer - National Stationery (PTY) Ltd
01.2023 - Current
IT Support Technician - Lantek Computers
08.2021 - 01.2023
IT Manager - One Stop Travel and Tours
01.2021 - 08.2021
Damelin - Diploma, Information Technology
01.2016 - 01.2019
IT Technician - Matnet Technologies
01.2016 - 10.2020