Jermaine Geduld
Voice Engineer
Bothasig
Summary
Versatile Technical Support Representative skilled at offering clients easy to understand guidance and actionable advice. Experienced in providing network and software support to users and implementing technical solutions with over 5 years of hands on experience working as a Network and Voice Engineer for telecommunications businesses. A strong team player works that with little to no supervision. Excellent abilities in comparing technologies and finding quick solutions.
Overview
5
5
years of professional experience
Work History
IT Support Technician
Service Systems
06.2019 - 04.2020
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Conducted regular reviews of existing infrastructure components seeking opportunities for improvements or consolidation where appropriate.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Worked closely with software engineers to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
IT Technician
Maverick Cloud Technologies
08.2020 - 12.2021
- Monitored systems in operation and quickly troubleshot errors.
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers and scanners
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Installed, configured and maintained computer systems and network connections.
VoIP Supervisor and Installation Supervisor
Maverick Cloud Technologies
01.2022 - 02.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues
- Achieved results by working with staff to meet established targets.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Created and managed project plans, timelines and for all installations both small and big for PBX, CCTV and Network for external and internal clients
IT Network Desktop Support Technician
Izwi Technology Group
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies for domain users
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Worked with various systems, software, applications for all end user use cases
- Performed routine backups of critical data to prevent loss due to unforeseen events or system failures.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
Network Engineer
Izwi Technology Group
08.2023 - 01.2024
- Designed resilient networks to withstand unexpected events and expedite recovery.
- Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions.
- Enhanced security by implementing firewalls, VPNs, and access control systems.
- Developed comprehensive documentation for network design, configuration standards, and operational procedures.
- Streamlined network management with automated monitoring tools.
- Designed and deployed scalable network infrastructure for increased efficiency and reliability.
- Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
Voice Engineer
TrueNav
02.2024 - Current
- Established clear documentation standards for all aspects of voice engineering projects, promoting consistency across teams and improving knowledge transfer among colleagues.
- Optimized system performance with comprehensive monitoring of network devices and traffic patterns.
- Decreased response times to service requests by working on a centralized ticketing system for tracking issues and resolutions.
- Collaborated with cross-functional teams to design, implement, and support voice infrastructure upgrades.
- Led efforts in disaster recovery planning specific to telephony functions ensuring minimal disruption in case of unforeseen events.
- Boosted customer satisfaction by providing prompt technical support for voice-related issues on various platforms.
- Monitored and analyzed system performance, such as network traffic, security and capacity.
- Installed and maintained systems and analyzed users' needs.
Education
Skills
LAN switching technologies
IP Addressing and Subnetting
Layer-2/3 protocols
Network Troubleshooting
Network configuration
Session border controllers
Hosted voice services
VoIP monitoring tools
PBX administration
Switches and routers
Call Routing
Languages
English
Afrikaans
References
References available upon request.
Timeline
Voice Engineer
TrueNav
02.2024 - Current
Network Engineer
Izwi Technology Group
08.2023 - 01.2024
VoIP Supervisor and Installation Supervisor
Maverick Cloud Technologies
01.2022 - 02.2023
IT Technician
Maverick Cloud Technologies
08.2020 - 12.2021
IT Support Technician
Service Systems
06.2019 - 04.2020
IT Network Desktop Support Technician
Izwi Technology Group
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