Jiten Surajlall
VoIP Engineer
Sandton
Summary
Dynamic Unified Communications and Voice Solutions Specialist with over 10 years of expertise in provisioning, implementing, and supporting enterprise voice and connectivity solutions. Possesses a robust background in customer-facing technical roles, excelling in stakeholder management and navigating SLA-driven environments to ensure quality service delivery. Recognized for managing complex provisioning orders, effectively training clients, and consistently delivering reliable communication solutions that enhance operational efficiency. Committed to driving innovation and excellence in every project.
Overview
13
13
years of professional experience
Work History
One Net Business Technical Analyst
Jurumani Solution
04.2020 - Current
- Assisted in One Net Business support team from April 2020 till September 2020.
- This entailed executing Service Request tickets in accordance with the resolution service level agreement time of 8 hours.
- Provisioning One Net Business Analyst: September 2020 to current
- Takes responsibility for the analysis, review, and planning of external customer orders (solution demands), with the objectives to provide pro-active feedback and to implement corrective actions to expedite order execution. This includes customer follow ups and customer care post installations to ensure all provisioning concluded with quality and success before the customer is handed over to support.
- Develop ONB order provisioning and implementation plans to execute tasks, to ensures that provisioning, configuration, and installations are completed on time, within quality and KPI criteria, and meet client expectations.
- To take responsibility for stakeholder communication (internal and external), communicating with stakeholders’ groups such as customers, project managers, unified communications specialists, provisioning specialist and third parties to ensure that all committed installations are completed on time.
- Problem resolution of a range of One Net Business products, and any other product / service.
- Takes responsibility for planning order fulfillment, with the objectives to provide pro-active feedback and to implement corrective actions to expedite order execution and deliver according to agreed Operational level agreement and Service level agreement.
- Assisted with creating manuals and documentation to assist clients on how to use our products.
- Provided training to clients training on how to use our One Net Business Operations Support Service Interface (OSSI) portal and applications which allows utilize our services they have purchased.
- Achievements at Jurumani Solutions:
- Provided Quality Customer Service (received emails complimenting me on my service offered)
- I have received a five-star award and high recognition from Jurumani Solutions. This is award is for people who
Professional Services Engineer
Internet Solutions
09.2014 - 03.2020
- Assess and prioritise service requests and work orders based on complexity and urgency. Facilitate the deployment of engineers (Connectivity and Voice) accordingly
- Develop written and video voice operator manuals (telephony systems) for clients.
- Conduct site surveys prior to installation and configuration of phones
- Provide telephony systems training to client
- Provide high quality and timeous onsite installation of IS communications products and services
- Provide onsite support / troubleshooting of IS Communications products and services that will aid in the urgent resolution of incidents.
- Always maintain a professional image with clients and colleagues.
- Remote support and installation of IS Communications products and services when off site.
- Service clients promptly and professionally to circumvent a negative perception of Internet Solutions
- Provide excellent client service when doing installations and support inclusive of ownership; excellent and continual communication to the client and being responsive to the client’s needs and issues
- Prioritise numerous requests or issues of varying severity and varying service levels and dealing with them
- Voice Support – June 2017 – March 2020 (in addition to the above role)
- First line troubleshooting for the voice team
- On-site technical services provided to client
- Achievements at Internet Solutions:
- Provided Quality Customer Service (received emails complimenting me on my service offered)
- Recognized for the commitment and hard work by Internet Solution.
Intern
Eskom
05.2013 - 04.2014
- I have been part of the Unified Communications Project at Eskom
- I was responsible for the Unified Communications Deployment profiling at major Eskom sites including Eskom Learning Academy.
- My role involved reviewing the number plan for the sites, profiling and ensuring users are correctly configured for IP Telephony deployment.
- I was lead coordinator for project activity for the site.
- In addition, I have been exposed in the Unified Communications back end e.g. Such CUCM, Cisco Presence and development of the additional cluster.
Education
Bachelor of Commerce - Information and Technology Management
Mancosa
Johannesburg, South Africa10.2023
Postgraduate Diploma - Information and Technology Management
Mancosa
Johannesburg, South Africa11.2025
undefined
Torque IT
Johannesburg, South Africa09.2013
undefined
Parktown Boys High
Johannesburg, South Africa12.2009
Skills
Technical:
Interests
Reading, Chess, Sports (Cricket, Hockey and Golf), Cultural Dancing, Learning new technologies
Timeline
One Net Business Technical Analyst
Jurumani Solution
04.2020 - Current
Professional Services Engineer
Internet Solutions
09.2014 - 03.2020
Intern
Eskom
05.2013 - 04.2014
Postgraduate Diploma - Information and Technology Management
Mancosa
undefined
Torque IT
undefined
Parktown Boys High
Bachelor of Commerce - Information and Technology Management
Mancosa