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
Bedfordview, South Africa
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
Midrand, South Africa
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
Edenvale, Gauteng, South Africa
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 Africa01.2019
Diploma in Network Systems
Boston City Campus
Bedfordview, South Africa01.2023
First year architecture
AIE
Midrand, South Africa01.2020
Skills
- 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
- 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)
Technical Support & Troubleshooting:
System & Network Administration:
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
- 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
- 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
Service Management & Documentation:
Professional & 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