Maheer Jacobs
Lansdowne
Summary
Self-assured professional with high standards and a strong commitment to dependability and trustworthiness. Demonstrates self-motivation and a collaborative spirit, effectively contributing to both individual and team objectives. Consistently goes above and beyond to ensure timely completion of all tasks with a focus on quality and excellence.
Overview
8
8
years of professional experience
Work History
Service Desk Engineer
Kocho
CAPE TOWN, South Africa
06.2023 - Current
- Assisted with remote troubleshooting to resolve incidents and address requests.
- Logged service and support calls using internal company software.
- Escalated complex issues to upper-level support when necessary.
- Monitored network performance and reported anomalies to prevent disruptions.
- Diagnosed and resolved hardware, software, and network connectivity problems efficiently.
- Handled support desk calls, communicating technical information clearly for user understanding.
- Provided technical support for desktop and laptop issues to improve employee productivity.
Technician (Service desk Agent)
Sizwe Africa IT Group
CAPE TOWN, South Africa
09.2020 - 05.2023
- Answer customer enquiries via phone and email to provide technical assistance.
- Perform remote troubleshooting to identify and fix technical problems.
- Keep customers informed about case developments and log details accurately.
- Refer complex issues to higher-level support teams for resolution.
- Record customer interactions and incidents using BMC Remedy and Active Directory tools.
- Carry out diagnostics and troubleshoot equipment to improve performance and reliability.
IT Technician (Intern)
Department of the Premier
CAPE TOWN, South Africa
03.2018 - 12.2018
- Assisted technicians during site visits.
- Checked computer hardware for functionality.
- Performed troubleshooting to identify and resolve issues.
- Installed and configured software according to specifications.
- Set up workstations with computers and required peripherals such as routers and printers.
- Developed and maintained local networks to optimise performance.
- Ensured security and privacy of networks and computer systems.
- Provided orientation and guidance to users on operating new software and equipment.
Education
High School - Grade 12
South Peninsula High School
Cape Town, WC2017
MCSA/CISCO Systems and Security IT - NQF Level 5
CTU Training Solutions
Cape Town, WCSkills
- BMC and Connectwise (Ticket logging systems)
- Cisco Finesse and 8X8 Contact Center
- N-Able N-Central
- Remote support
- Critical thinking
- Team collaboration
- Office 365 (Admin Centre)
- Microsoft 365 lighthouse
- Microsoft Partner Centre
- Microsoft Azure
- Microsoft Exchange
- Microsoft Intune
- Active Directory
References
- Kocho: Mathew Riddle 0678472554, Clayton Lee 0671571682
- Red Cross hospital: Waleed Johardien, 0747562496
- Department of the Premier: Ebrahim Gasant 0829687020, Faheem Gallie 0729688675
CTU in field deployment
Red Cross Hospital:
- Set up and configure PCs within network and domain environments
- Install, configure, and troubleshoot printers and peripheral devices
- Perform hardware and software installations, upgrades, and maintenance
- Provide end-user technical support, including troubleshooting and issue resolution
- Manage user accounts, including password resets and access support
- Diagnose, test, and repair PCs and printers to ensure optimal performance
- Assist senior technicians during on-site visits and technical deployments
Timeline
Service Desk Engineer
Kocho
06.2023 - Current
Technician (Service desk Agent)
Sizwe Africa IT Group
09.2020 - 05.2023
IT Technician (Intern)
Department of the Premier
03.2018 - 12.2018
High School - Grade 12
South Peninsula High School
MCSA/CISCO Systems and Security IT - NQF Level 5
CTU Training Solutions