Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Martin Frantz

IT TECHNICIAN
Malmesbury,Western Cape

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Astute [Job Title] with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

34
34
years of professional experience
1
1
year of post-secondary education

Work History

IT Support Engineer

PROCURE STAT
CAPE TOWN
11.2016 - Current
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Assisted with updating technical support best practices for use by team.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Configured hardware and granted system permissions to new employees.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Monitored systems in operation and quickly troubleshot errors.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Documented support interactions for future reference.
  • Researched product and issue resolution tactics to address customer concerns.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Developed and implemented preventive maintenance procedures.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Generated reports to track performance and analyze trends.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Offered assistance in implementing and developing training programs.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Monitored system performance to identify potential issues.
  • Researched and identified solutions to technical problems.
  • Installed, configured and maintained computer systems and network connections.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed and configured operating systems and applications.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Created user accounts and assigned permissions.

IT Support Engineer

EOH GROUP
CAPE TOWN
02.2011 - 08.2016
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware and granted system permissions to new employees.
  • Assisted with updating technical support best practices for use by team.
  • Monitored systems in operation and quickly troubleshot errors.
  • Researched product and issue resolution tactics to address customer concerns.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Developed and implemented preventive maintenance procedures.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Offered assistance in implementing and developing training programs.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Installed, configured and maintained computer systems and network connections.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Created user accounts and assigned permissions.

IT Technician

ECLIPSE NETWORKS
CAPE TOWN
10.2007 - 12.2010
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Maintained office PCs, networks and mobile devices.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners and [Type].
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Monitored systems in operation and quickly troubleshot errors.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Configured systems according to prescribed software and hardware frameworks.
  • Set up PCs, projectors and microphones for use in video conferencing rooms.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Tested new software and hardware prior to deployment.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware, devices, and software to set up work stations for employees.

Procurement Officer

SAAB GRINTEK DEFENCE
CAPE TOWN
01.2003 - 10.2007
  • Input, analyzed and reported on data covering all aspects of procurement operations.
  • Built relationships with vendors to negotiate ideal terms for purchases.
  • Maintained current understanding of pricing structures, market conditions and trends in industry.
  • Evaluated internal needs and developed plans for maintaining optimal supply levels.
  • Procured materials for squadron maintenance and repair services.
  • Developed and strengthened supplier relationships.
  • Implemented policies and procedures for optimal purchasing methods and cost control.
  • Negotiate contracts with vendors, securing best prices and terms for materials, equipment and services.
  • Made valuable contributions to planning of promotions, pricing and inventory levels, enhancing inventory flow, revenue, and profits.
  • Applied effective time management techniques to meet tight deadlines.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated leadership skills in managing projects from concept to completion.

Warehouse Inventory Control Supervisor

OK BAZAARS
Cape Town
02.1990 - 10.2002
  • Assisted management staff with maintaining budget and schedule controls using standard project management protocols.
  • Inventoried warehouse stock on monthly, quarterly and annual basis.
  • Memorized facility layout and located products.
  • Processed damaged goods and completed wasted inventory paperwork.
  • Maintained control of cycle counts, physical inventory and discrepancy research.
  • Traced item history to determine reason for discrepancies between inventory and stock control records.
  • Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.

Education

No Degree - Information Technology

IMPERIAL UNDERWOOD COLLEGE
CAPE TOWN
02.2000 - 11.2000

No Degree - Information Technology Project Management

CAPE PENINSULA UNIVERSITY OF TECHNOLOGY
CAPE TOWN, SOUTH AFRICA
04.2001 -

No Degree -

CAPE PENINSULA UNIVERSUTY OF TECHNOLOGY
04.2001 -

Skills

TCP/IP

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Timeline

IT Support Engineer

PROCURE STAT
11.2016 - Current

IT Support Engineer

EOH GROUP
02.2011 - 08.2016

IT Technician

ECLIPSE NETWORKS
10.2007 - 12.2010

Procurement Officer

SAAB GRINTEK DEFENCE
01.2003 - 10.2007

No Degree - Information Technology Project Management

CAPE PENINSULA UNIVERSITY OF TECHNOLOGY
04.2001 -

No Degree -

CAPE PENINSULA UNIVERSUTY OF TECHNOLOGY
04.2001 -

No Degree - Information Technology

IMPERIAL UNDERWOOD COLLEGE
02.2000 - 11.2000

Warehouse Inventory Control Supervisor

OK BAZAARS
02.1990 - 10.2002

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Martin FrantzIT TECHNICIAN