Summary
Overview
Work History
Education
Skills
Languages
References
Personal Information
Timeline
Generic

Jermaine Geduld

Cape Town

Summary

Proactive and Versatile Voice & Network Engineer with 7 Years of Experience in Telecommunications


Skilled in providing advanced technical support and resolving complex voice-related escalations. Adept at streamlining issue resolution through clear documentation and knowledge transfer to lower-tier teams. Strong background in SIP, VoIP systems, call flow diagnostics, and network troubleshooting. Known for delivering fast turnaround on escalated cases, implementing long-term fixes, and ensuring system reliability. A self-driven team player with a passion for continuous improvement and customer satisfaction.

Overview

2026
2026
years of professional experience

Work History

L2 Voice Engineer

TrueNav
03.2025 - Current
  • Optimized system performance with comprehensive monitoring of network devices and traffic patterns.
  • Established clear documentation standards for all aspects of voice engineering projects, promoting consistency across teams and improving knowledge transfer among colleagues.
  • Handle escalated voice-related tickets to ensure faster resolution and improved turnaround times.
  • Perform in-depth troubleshooting and root cause analysis of complex VoIP and telephony issues.
  • Document all changes and fixes to build a comprehensive knowledge base for L1 and L0 teams.
  • Mentor and support L1 and L0 staff to enable quicker first-line resolution for recurring issues.
  • Identify patterns in escalations and implement preventative measures to avoid repeat incidents.
  • Collaborate with vendors and internal teams to resolve service-impacting faults.
  • Ensure system stability and reliability by proactively monitoring and maintaining voice infrastructure.
  • Contribute to continuous improvement of processes and support workflows.

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.

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.

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.

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 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.

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.

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

Languages

English
Afrikaans

References

References available upon request.

Personal Information

Title: Voice Engineer

Timeline

L2 Voice Engineer

TrueNav
03.2025 - Current

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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Jermaine Geduld