LOYISO QONDA NGUZA

Responsible for IT infrastructure support and maintenance for 45+ clinics and centers in the education industry, while ensuring quality customer service.

• Microsoft 365 tenant administration.
• Microsoft Azure Entra ID Administration.
• Microsoft Windows 7, 8, 10, and 11 configuration and support.
• Microsoft Office 2010, 2013, 2016, and Office 365 installation and support.
• Mikrotik router troubleshooting and support.
• Small business network installation and support.
• Hikvision IP camera configuration and support.
• Monitor Hikvision storage servers via the TeamViewer management console.
• Printer installation, configuration, and support.
• In-house software installation, configuration, and support.
• Liaise with Internet service providers to resolve network-related issues.
• Developing IT business processes.

First point of contact for all IT-related queries throughout the group, and responsible for all IT infrastructure, support, and systems uptime.

• Desktop support for Windows 7, 8, 10, and Mac OS.
• Network and USB printer support: Ricoh and HP.
• Bitrix CRM Support.
• Mobile devices support Android and iOS.
• Outlook 2013 and 2016. Office 365.
• Hosted email support (Hetzner/CPanel).
• Euphoria hosted voice-over-IP (VoIP).
• Contact center infrastructure support (telephony).
• Network Support & Administration (Tenda, MikroTik, HP, Yealink, Ubiquiti).
• Biometrics (access control management).
• National remote desktop support via TeamViewer.
• IT asset register administration.

First point of contact for all IT-related queries throughout the group, and responsible for all IT infrastructure, support, and systems uptime. Rolled out several infrastructure improvement projects.

• Perform LAN, WAN configurations, and troubleshooting on Cisco 3596 E-Series POE switches, Ubiquiti WAN devices, and Wi-Fi access points.
• Install, configure, and troubleshoot 2007, 2010, 2013, and 2016 office suites.
• Office 365 Administration / Online Exchange.
• Procure, install, and troubleshoot desktop/laptops and network printers (Dell, HP, Epson, Brother).
• Maintenance of Microsoft Windows 2008 servers.
• Voice over IP Epygi IP PBX/Gateway support and troubleshooting.
• IP camera support and troubleshooting of Provision cameras.
• Installation and troubleshooting of IT security solutions, including firewalls, antivirus software, and intrusion detection systems.
• Biometric clocking system support and troubleshooting.
• Liaise with third-party vendors.
• Configure, support, and troubleshoot third-party applications.
• Interact and negotiate with vendors and contractors to secure network products and services.
• Data backups and disaster recovery - onsite and cloud backups.
• Research network products, services, protocols, and standards in support of network procurement and development efforts.
• Network cabling: Cat 5e and Cat 6.
• Perform network-related troubleshooting with the third service provider, Neotel.

Second line ICT technical support to the entire SASSA head office and all its branches around South Africa.

• Second-line ICT support is provided to all South African Social Security Agency employees.
• Attending to troubleshooting and resolving service desk queries using Remedy ITSM.
• Troubleshooting queries logged on the service desk remotely.
• Supporting and troubleshooting Windows XP, 7, and 8 operating systems.
• Supporting and troubleshooting networked printers.
• Supporting and troubleshooting all of the Microsoft Office suites.
• Supporting and troubleshooting email issues on Novel GroupWise.
• Supporting and troubleshooting 3Com VOIP handsets, and shadowing a 3rd Line Network/Telephony Engineer, learning SolarWinds, Telnet, SSH, VCX Server, and managed switches.
• Remote support and troubleshooting for desktop and network-related queries nationally.
• Installing and configuring Symantec anti-virus software.
• Installing, configuring, and troubleshooting various government business applications.
• Configuring and troubleshooting VPN/APN connections.
• Resetting user passwords and administering user accounts using Novell eDirectory Services.
• Resetting email passwords using Novel eDirectory Services, GroupWise.
• Overall, desktop and network technical support is provided for various South African social security services agencies.

First and second line support of all end-user ICT issues.

• Updating and closing service desk calls using G8keeper.
• Troubleshooting service desk queries over the telephone and remotely.
• Building desktop and laptop machines, reloading the various operating systems, and requesting applications, and deploying them into production.
• Supporting and troubleshooting networked printers.
• Supporting and troubleshooting the 2007, 2010, and 2012 Microsoft Office suites.
• Supporting and troubleshooting Snom, Polycom VOIP handsets.
• Installing, configuring, and troubleshooting Presence Eyebeam VOIP systems on client machines.
• Installing and configuring McAfee Enterprise Anti-Virus.
• Installing, configuring, and troubleshooting various financial business applications.
• VIP technical support for executives.
• Computer moves.
• Setting up and troubleshooting VPNs and APNs connections.
• Monitoring branch ADSL lines using Nagios, and logging calls and troubleshooting with Telkom when the network is down.
• Configuring Netgear routers for branches.
• Creating and administering user accounts in Active Directory.
• Encrypting laptops using BitLocker encryption.
• Upgrading computer operating systems and hardware.
• Configuring branch HP switches.