Summary
Overview
Work History
Education
Skills
Timeline
References
Generic
Eullen Makamu

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.
Eullen MakamuRemote Desktop Engineer