Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
DEVESH RAMCHUNDAR

DEVESH RAMCHUNDAR

Eden Glen

Summary

Results-driven IT Support Specialist with proven expertise in technical troubleshooting, incident resolution, and end-user support across diverse environments. Adept at diagnosing and resolving hardware, software, and network-related issues, ensuring optimal system performance and minimal downtime.

Recognized for strong analytical thinking, problem-solving abilities, and a commitment to customer satisfaction. Demonstrates consistent success in enhancing system functionality, managing support tickets, and delivering timely, effective solutions.

Skilled in remote support, software maintenance, and technical documentation, with a robust understanding of IT service management (ITSM) best practices. A dependable, collaborative team player with the ability to adapt quickly in fast-paced, evolving IT environments.

Overview

3
3
years of professional experience

Work History

Support Engineer

Gentrons Group Contracted with ST Andrews School for Girls
09.2023 - Current
  • Collaborated cross-functionally with IT team members to diagnose and resolve complex network infrastructure issues, leveraging shared technical expertise for efficient problem-solving.
  • Participated in IT deployment projects, including the installation and configuration of network switches, wireless access points (APs), and endpoint devices such as laptops, contributing to seamless implementation and system performance.
  • Operated effectively in high-demand, time-sensitive environments within the education sector, ensuring rapid incident resolution and minimizing system downtime to support continuous learning operations.
  • Engaged in team-based troubleshooting and escalation processes, utilizing collaborative problem-solving to deliver timely, scalable solutions aligned with service level agreements (SLAs).
  • Conducted self-directed research into emerging IT trends and evolving technologies, aligning departmental practices with industry standards and innovations.
  • Actively pursued professional development through certifications and courses (e.g., Microsoft 365, Azure, CompTIA), enhancing capability to implement and support next-generation IT solutions.
  • Administered and maintained user accounts and permissions in Microsoft 365 and Active Directory (AD), supporting access management and data security.
  • Ensured server and workstation patching compliance, executed daily backups of servers and virtual machines (VMs) to safeguard critical data and maintain disaster recovery readiness.
  • Delivered tier 1 and tier 2 technical support for hardware, software, and network issues, improving user experience and system reliability across the institution.
  • Diagnosed and resolved network connectivity issues, collaborating with the IT team to maintain high availability and optimize performance.
  • Supported the setup and maintenance of AV and classroom technologies, facilitating modern teaching environments and digital learning initiatives.
  • Maintained comprehensive documentation of support tickets, issue resolution workflows, and asset records to support knowledge sharing and audit readiness.
  • Led end-user training sessions on software applications, increasing staff productivity and enabling technology adoption.
  • Conducted routine system health checks and preventive maintenance, proactively identifying and mitigating risks before service disruption.
  • Created user documentation and self-service guides, promoting independent troubleshooting and reducing ticket volume.
  • Enforced IT governance, security protocols, and compliance policies throughout support operations to ensure regulatory adherence.
  • Enhanced customer satisfaction and SLA performance through efficient ticket handling, clear communication, and root cause analysis.
  • Partnered with cross-departmental teams to implement infrastructure upgrades and system-wide improvements, aligning IT services with organizational goals.
  • Maintained detailed technical logs and change management records, supporting traceability and continuous improvement.
  • Managed concurrent IT projects with a focus on task prioritization, deadline adherence, and stakeholder communication.
  • Performed OS upgrades, software patching, and version control to ensure compatibility, security, and performance.
  • Diagnosed and repaired hardware, software, and network-related incidents, supporting enterprise-level uptime and efficiency.
  • Utilized system monitoring tools to track performance metrics, identify bottlenecks, and recommend improvements.

IT Technician

COREX (PTY) LTD
01.2023 - 09.2023
  • Delivered technical support and hardware maintenance for UPS units, printers, POS systems, and inverters, ensuring minimal downtime and reliable performance for end-users.
  • Provided software installation and driver support, assisting clients with printer, POS, and server driver configuration to ensure compatibility and functionality.
  • Configured and deployed a wide range of network and endpoint devices, including routers, network switches, access points, CCTV systems, printers, POS terminals, and servers, to support business-critical infrastructure.
  • Assembled and installed server cabinets and custom-built server hardware, aligning builds with customer specifications and performance requirements.
  • Performed hardware upgrades and installations, including RAM, storage drives, and Windows OS, on servers, POS systems, and desktop PCs, improving system performance and reliability.
  • Conducted router and network device configuration, setting up secure and optimized networks for clients, including access points, switches, and servers.
  • Executed structured cabling installations, including fiber optic and CAT cabling, to support network expansion and maintenance at customer sites.
  • Created daily activity and incident reports, and provided step-by-step troubleshooting guides for clients to enhance self-service capabilities and reduce repeat support requests.
  • Diagnosed and resolved firmware and software issues on inverters and servers, including troubleshooting update failures and software malfunctions.
  • Documented technical workflows, procedures, and solutions, contributing to the internal knowledge base and supporting future troubleshooting efforts.
  • Trained newly onboarded IT staff on standard operating procedures, hardware handling, and IT support protocols, ensuring knowledge consistency and operational efficiency.
  • Maintained and supported internal office IT infrastructure, including workstations, mobile devices, and LAN networks, ensuring optimal system performance and connectivity.
  • Set up and configured AV equipment such as PCs, projectors, and microphones in video conferencing environments, supporting seamless virtual communication.
  • Provided remote IT support using remote access tools, resolving hardware and software issues efficiently without requiring on-site visits, reducing response time and increasing client satisfaction.

IT Technician

Gift of the Educators NPC
06.2022 - 01.2023
  • Delivered technical support and troubleshooting to both internal staff and external clients, resolving issues related to computer hardware, peripheral devices, and network connectivity, ensuring minimal disruption to business operations.
  • Proactively monitored and identified system issues, taking preemptive action to ensure consistent uptime and optimal performance across IT assets.
  • Assisted with multimedia production, including video editing and content preparation for the organization’s YouTube channel, supporting digital marketing and brand outreach initiatives.
  • Facilitated end-user training sessions on collaboration platforms such as Microsoft Teams and Zoom, promoting effective remote communication and team collaboration.
  • Worked cross-functionally with team members to track task progress, enforce accountability, and support a productive work environment aligned with project timelines.
  • Applied analytical and problem-solving skills to diagnose and resolve a variety of technical issues, resulting in increased operational efficiency and improved end-user satisfaction.

Education

High School Diploma -

Edenglen High School
Eden Glen, South Africa
01.2019

Diploma in Network Systems

Boston City Campus
Bedfordview, South Africa
01.2023

First year architecture

AIE
Midrand, South Africa
01.2020

Skills

    Technical Support & Troubleshooting:

  • Remote Technical Support (RDP, TeamViewer, AnyDesk)
  • Help Desk and Desktop Support (Tier 1 & Tier 2)
  • Hardware & Software Troubleshooting and Diagnostics
  • Application & Software Support (incl Microsoft Office Suite, proprietary tools)
  • Operating Systems: Microsoft Windows, macOS, basic Linux
  • VoIP Setup and Troubleshooting
  • Online Chat, Email & Phone-Based Support

    • System & Network Administration:

  • User Account Management (Active Directory, Microsoft 365 Admin Center)
  • LAN/WAN Configuration and TCP/IP Networking
  • Network Troubleshooting & Configuration (Switches, Routers, APs)
  • System Configuration, Maintenance & Optimization
  • Server Maintenance, Virtualization (VMware, Hyper-V basics)
  • Backup and Recovery Procedures (Manual & Automated)

    • Software & Hardware Management:

  • Hardware & Peripheral Installation and Configuration (printers, POS, etc)
  • Software Installation, Upgrades, and Patching
  • Hardware Diagnostics & Support (laptops, desktops, servers)
  • Software Deployment and Application Configuration

    • Service Management & Documentation:

  • IT Ticketing Systems (Jira, Freshdesk, or equivalent)
  • Incident Management & Resolution Tracking
  • Technical Documentation Creation & Interpretation
  • Asset Tracking and Inventory Documentation
  • Customer Education and End-User Training

    • Professional & Organizational Skills:

  • Project Coordination and Task Prioritization
  • Effective Communication & Customer Service Expertise
  • Cross-Functional Team Collaboration
  • Strong Problem-Solving and Creative Issue Resolution
  • High Professionalism and Strong Organizational Skills

References

Available on request

Timeline

Support Engineer

Gentrons Group Contracted with ST Andrews School for Girls
09.2023 - Current

IT Technician

COREX (PTY) LTD
01.2023 - 09.2023

IT Technician

Gift of the Educators NPC
06.2022 - 01.2023

High School Diploma -

Edenglen High School

Diploma in Network Systems

Boston City Campus

First year architecture

AIE

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DEVESH RAMCHUNDAR