Llewellyn Alexander
IT Engineer
Newlands, Waterval
Summary
Detail-oriented IT Engineer with extensive experience in the Technical Support and customer service. Troubleshooting highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge, understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
11
11
years of professional experience
27
27
years of post-secondary education
11
11
Certifications
2
2
Languages
Work History
IT Support Engineer
Stepstone, MyJob, MU
Johannesburg
07.2022 - Current
- Work as part of an initiative-taking small team of supporting staff responsible for delivering a high quality, customer-focused professional service
- Providing the very highest level of technical support and customer service to various clients
- Duties:
- Administration of network user accounts and mailboxes (Active
- Directory/Office 0365)
- PABX system monitoring (Avaya)
- Avaya Reporting manager account creation
- Avaya Ext list creation
- Installation, maintenance and administration of IP Phones
- VPN Configuration
- Ordering of new hardware
- Sending daily reports
- Daily health checks of systems and software
- Monitoring and managing user accounts
- Active directory account clean up
- Providing technical support to users
- Responsible for generator fill ups
- Manage the performance of services to users, ensure that SLA levels are achieved and that users expectations are met or exceeded
- Monitoring network security and alerts
- Log all incoming tickets in a standardized way
- Developing documentation, including user guides
- Adding and removing users to security groups
- Managing file permissions on servers
- Identifying areas of upgrades to hardware equipment and software
- Access points & and server configurations
- Developing documentation, including user guides
- Gathering data and preparing reports
- Undertaking project work when required
- Identifying areas of upgrades to hardware equipment and software
- Assuring security and Anti-Virus are all installed and systems are protected
- Oversee the management and implementation of cloud systems (Azure + Office 0365/ OneDrive)
- Creation of new user accounts via active directory, in line with IT standards
- Providing technical support to a wide range of users – internal and external
- Active Directory administration AD DS and Azure AD
- Be responsible for network related incidents and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
- Generated reports to track performance and analyze trends.
- Configured and tested new software and hardware.
Senior IT Engineer
National Renal Care
Johannesburg
07.2021 - 06.2022
- Assuring security and Anti-Virus are all installed, and systems are protected
- Oversee the management and implementation of cloud systems (Azure + Office 0365/ OneDrive)
- Creation of new user accounts via active directory, in line with IT standards
- Providing technical support to a wide range of users – internal and external
- Active Directory administration AD DS and Azure AD
- Be responsible for network related incidents and requests
- Manage the performance of services to users, ensure that SLA levels are achieved and that users
- Variety of Microsoft server products
- Technical fault analysis and troubleshooting
- Daily health checks of systems and software
- Monitoring and verification of service processes – i.e
- Backups, patch distribution
- Creation of new user accounts via active directory, in line with IT standards
- Providing technical support to a wide range of users – internal and external
- Active Directory administration AD DS and Azure AD, Administration of network user accounts and mailboxes (Active Directory/Office 0365)
- Installation, maintenance and administration of IP Phones
- VPN Configuration
- Sending daily reports
- Daily health checks of systems and software
- Monitoring and managing user accounts
- Active directory account clean up
- Providing technical support to users
- Be responsible for network related incidents and requests
- Manage the performance of services to users, ensure that SLA levels are achieved and that users expectations are met or exceeded
- Monitoring network security and alerts
- Log all incoming tickets in a standardized way
- Developing documentation, including user guides
- Adding and removing users to security groups
- Managing file permissions on servers
- Identifying areas of upgrades to hardware equipment and software
- Access points & and server configurations
- Developing documentation, including user guides
- Gathering data and preparing reports
- Undertaking project work when required
- Identifying areas of upgrades to hardware equipment and software
- Assuring security and Anti-Virus are all installed and systems are protected
- Oversee the management and implementation of cloud systems (Azure + Office 0365/
- OneDrive)
- Creation of new user accounts via active directory, in line with IT standards
- Providing technical support to a wide range of users – internal and external
- Active Directory administration AD DS and Azure AD
- Be responsible for network related incidents and requests
- Manage the performance of services to users, ensure that SLA levels are achieved.
- Determined project specifications by thoroughly studying performance standards, requirements and technical studies.
- Adhered to timelines to meet quality assurance targets.
- Developed and implemented proactive maintenance practices.
- Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.
IT Placement Engineer
Turrito Networks
Randburg
10.2019 - 07.2021
- Being part of a small team of engineers supporting clients and being responsible for all the day today support, to delivering a high quality, customer-focused professional service
- Duties:
- Administration of network user accounts and mailboxes (Active
- Directory/Office 0365)
- Installation, maintenance and administration of server operating systems
- Installation, maintenance and administration of a variety of
- Microsoft server products
- Technical fault analysis and troubleshooting
- Daily health checks of systems and software
- Monitoring and verification of service processes – i.e
- Backups, patch distribution
- Creation of new user accounts via active directory, in line with IT standards
- Providing technical support to a wide range of users – internal and external
- Active Directory administration
- AD DS and Azure AD
- Be responsible for network related incidents and requests
- Manage the performance of services to users, ensure that SLA levels are achieved and that users expectations are met or exceeded
- Monitoring network security and alerts
- Log all incoming tickets in a standardized way
- Oversee the management and implementation of cloud systems (Azure + Office 0365/ OneDrive)
- Developing documentation, including user guides.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Identified issues, analyzed information and provided solutions to problems.
- Paid attention to detail while completing assignments.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
IT Engineer
NSC Global
Fourways
06.2015 - 10.2019
- Worked in a Team of four supporting, managing and configuring hardware and software for client onsite
- Duties:
- Being first point of call for all IT issues
- Resolving 1st 2nd and 3rd level technical issues
- Roll out new hardware to local and remote locations as needed – imaging and testing
- Installing network printers / Track& log and monitor all technical issues
- On-site Network support, as well as support on any IT related hardware equipment including mobile devices
- Installing software (i.e
- Anti-virus, Firewall / Backup & Recovery
- Answering customer queries by phone, e-mail and other electronic communication
- Ensuring all hardware operates at its optimum level with latest updates and patches
- Monitoring network activity / Monitoring antivirus admin portal.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Managed and monitored installed systems for highest level of availability.
Operations Assistant
Cargo Moving Solutions, CMS
Sandton
02.2015 - 06.2015
- Worked with a team of six in the transport industry moving cargo in containers around different provinces
- Duties:
- Updating clients on loads before 08H00 and during the course of the day
- Contacting drivers for loading/offloading cargo
- Responsible for daily load sheet and insuring loads are ready for following day
- Ensuring client on ETA given throughout the day until load is complete
- Checking if supplies are loading on the day and updating client accordingly.
- Assisted with facility scheduling and customer service.
- Managed and maintained file system covering expenses, reports, and support documentation.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Volunteered to help with special projects of varying degrees of complexity.
IT Administration
HRES, Hahlekta Revenue Enhancement Services
Sandton
07.2014 - 02.2015
- Providing training for all new employees
- Capturing POP’s (Prove of Payments), Invoices and attached it to Debtors account
- Tracing of delinquent debtors to obtain new contact details using trace tools (Bureau
- Suite)
- Updating the system and saving account on Excalibur
- Ensuring information for client data is accurate
- Installing new system for all employees
- Assist administrator with system errors and in repairing computers.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Prepared weekly employee work schedules to meet operational needs.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
Junior IT Support/Helpdesk Technician
Siyaya Phambili Technology Solutions
07.2012 - 06.2013
- Assisting in IT department
- Preparing rental orders going out to clients
- Upgrading and downgrading
- Desktops and Laptops
- Starting the installation from the
- BIOS by enabling the PXE to start the installation on a network by using the GHOST method
- Installing, configuring Microsoft products server and desktop
- Troubleshooting different PC problems
Education
High School Diploma -
Westbury Secondary School
Johannesburg, South Africa 04.2001 - 04.2010
PC Technician/ IT Solutions Expert - Information Technology
CTU Training Solutions
Randburg, South Africa 02.2012 - 12.2023
Microsoft Certified Solutions Developer (MCSD) - Information Technology
CTU Training Solutions
Auckland Park, South Africa 03.2018 - 12.2023
Skills
Driver’s license: Yes (Code 10)undefined
Accomplishments
- CTU Training Solutions
- Certificate: IT Technical Support
- Duration: 1st
- Year (2012)
- Subjects: Intro to PC using
- Windows 7
- CompTIA A+ and N+
- Installing and Configuring
- Windows 7 client
- Business Communication
- Certificate: IT Solution Expert
- Duration: 2nd
- Year (2013)
- Subjects: Business
- Communications, Win 8
- Computer Architecture
- Fundamentals
- Network Architecture
- Fundamentals
- CTU Training Solutions
- Certificate: MCSD
- Duration: 6 Months (2018)
Certification
Windows Server 2012
Timeline
IT Support Engineer
Stepstone, MyJob, MU
07.2022 - Current
Senior IT Engineer
National Renal Care
07.2021 - 06.2022
IT Placement Engineer
Turrito Networks
10.2019 - 07.2021
Microsoft Certified Solutions Developer (MCSD) - Information Technology
CTU Training Solutions
03.2018 - 12.2023
IT Engineer
NSC Global
06.2015 - 10.2019
Operations Assistant
Cargo Moving Solutions, CMS
02.2015 - 06.2015
IT Administration
HRES, Hahlekta Revenue Enhancement Services
07.2014 - 02.2015
Junior IT Support/Helpdesk Technician
Siyaya Phambili Technology Solutions
07.2012 - 06.2013
PC Technician/ IT Solutions Expert - Information Technology
CTU Training Solutions
02.2012 - 12.2023
High School Diploma -
Westbury Secondary School
04.2001 - 04.2010
Windows Server 2012
Administering Server (70-411)
Windows Server 2012
Configuring Advanced Server
2012 (70-412) (MCSA)
Desktop Support
Windows Certified Professional
Server 2012
Windows 8 Configuration
MCSA Microsoft Certified
Solutions Developer
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