Eullen Makamu
Remote Desktop Engineer
Fleurhof
Summary
I am an enthusiastic, well-organized, and self-motivated individual with high level of professionalism. I can be creative and successful in whatever I do. I can work on more than one task at once and can shuffle and reorganize tasks according to their priority. I am very adaptable and cope easily under pressure even if the going gets tough. Above all, I am also trustworthy, hardworking, and loyal.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
IT Remote Support Engineer
Discovery
05.2017 - Current
- Provide troubleshooting for user's request and incidents of calls logged on Service Now by first line support
- Working with back-office teams to resolve advanced IT issues.
- Document IT related fixes (Knowledge Database)
- 2nd Line User Support-Advance Software Troubleshooting
- World Class Desktop Support
- Applications Support
- Advanced VPN OTP Configurations & Support
- Managing E-mail Filtering (Mail Marshal Console)
- Handling and resolving call escalations
- Licensed Software Installations / Configurations
- Provide training and assistance to Call Centre Agents
- Analyse and monitor Service Desks Performance
- Setup Printing and Scanning
- IPhone, IPAD and Android Support
- Windows 7,8 and Windows 10 Support
- O365 Support
IT Helpdesk Administrator
Discovery
09.2015 - 05.2017
- Provide 1st line technical support to end users and log the tickets on CA
- Remote support, customers base that subscribes to the remote services offered.
- The Helpdesk Technician shall distinguish the category, call type and sub call.
- IPhone, IPAD and Android Support
- Windows 7,8 and Windows 10 Support
- Microsoft office 2010,2013 and 2016 Support.
- Ensure all escalations are logged, handled and root causes are found.
- Mentor Service desk agents and handle difficult calls successfully.
- Confirmation and closure of resolved problem tickets.
- Responsible for ensuring the requestors are kept informed in providing excellent client care.
IT Support Engineer
Tyme Solutions
03.2015 - 08.2015
- Receive and log the users request on the service desk management tool.
- Determine the users exact query detail or requirement and route it to the relevant support area.
- Log a user’s request at the appropriate priority and capture relevant information for the support area.
- Receive and transfer general complaints to the relevant support area.
- Analyse, investigate and resolve the 1st line support queries.
- Ensure accurate call resolution.
- Ensure customer satisfaction.
- Hard drive Encryption
- 2nd Line User Support-Advance hardware and Software Troubleshooting
IT Support Technician
Shanduka
02.2014 - 02.2015
- Working with back-office teams to resolve advanced IT issues.
- 2nd Line User Support-Advanced Hardware & Software Troubleshooting
- Application Support
- Advanced VPN OTP Configurations & Support
- Managing E-mail Filtering (Mail Marshal Console)
- Handling and resolving call escalations.
- Submit and follow up on Major Outages
Education
Higher Certificate - Information Technology and Software Engineering
University of Johannesburg
01.2018 - 12.2019
MCSA, MCP & MCSE - Windows Server 2012
Torque IT
01.2014 - 12.2014
CCNA1 to CCNA4 and IT Essentials - undefined
Central Johannesburg College
01.2009 - 12.2010
Skills
I have presentational, good communication, interpersonal and computer technical skills I am an enthusiastic, well-organized, and self-motivated individual with high level of professionalism I can be creative and successful in whatever I do I can work on more than one task at once and can shuffle and reorganize tasks according to their priority I am very adaptable and cope easily under pressure even if the going gets tough Above all, I am also trustworthy, hardworking, and loyal
Timeline
Higher Certificate - Information Technology and Software Engineering
University of Johannesburg
01.2018 - 12.2019
IT Remote Support Engineer
Discovery
05.2017 - Current
IT Helpdesk Administrator
Discovery
09.2015 - 05.2017
IT Support Engineer
Tyme Solutions
03.2015 - 08.2015
IT Support Technician
Shanduka
02.2014 - 02.2015
MCSA, MCP & MCSE - Windows Server 2012
Torque IT
01.2014 - 12.2014
CCNA1 to CCNA4 and IT Essentials - undefined
Central Johannesburg College
01.2009 - 12.2010
References
Available upon request.
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