Maureen Nompumelelo Thabethe
Network Support Engineer
Durban
Summary
I am a young savvy Network support engineer with strong foundation in network troubleshooting and support. Adept at resolving complex technical issues, ensuring optimal network performance and ensuring minimal downtime and high user satisfaction.
Valued team player with focus on collaboration and adaptability in dynamic environments.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
7
7
Certifications
2
2
Languages
Work History
Network Support Engineer
NTT Data
Johannesburg
09.2021 - Current
- Troubleshooting networking and connection issues
- Investigating first line incidents assigned and identify the root cause of incidents and problems
- Logging/reporting of incidents with our vendors in a timely manner and the required level of detail with all the necessary
- Liaising with all stakeholders including client IT environments, vendors, carriers, and colleagues to expedite diagnosis of errors and problems and to identify a resolution
- Managing efficient and comprehensive resolution of incidents and requests including ensuring that repairs are carried out by coordinating product requests and liaising with other team members
- Providing continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by procedures
- Escalating requests and exceptions to the 2nd line support team where necessary
- Handover cases as per procedure for shift changes to ensure service continuity maintained
- Coordinating with Vendors to restore fault as quickly as possible
- Facilitation of Router swaps with FSE team
- NTT Data
Service Desk Operator
CMS IT
Durban
12.2019 - 08.2021
- 1st line remote support, managing help desk, investigate problems and provide solutions on queries relating to IT systems
- Troubleshooting problems to come with necessary solutions
- End user support both software and hardware
- Escalating ticket to senior technicians regarding unresolved problems and provide feedback on status of problems
- Logging all relevant incident/service request detail that could not be resolved remotely on the incident management system
- Logging support requests with connectivity providers
- Logging and following up with 3rd party/ Vendors
- Assigning and coordinating technician’s appointments for timeous assistance to clients
- Ensuring that our clients are kept informed of any changes made to appointments
- Timeous hand over of tickets from sales to support, so technical team can attend to the setup of the client’s acquisition
- Liaising with service providers and clients to ensure efficient system
Junior IT Administrator
Nth Degree Technologies
Durban
05.2018 - 11.2019
- Providing first-line and remote support to end users on their IT related queries, which entails engaging with 3rd parties
- Domain admin
- Creating new user account
- Installing and Coordinating software and hardware
- Full support of software and hardware on PCs and laptops
- Support, setting up & configuring network equipment such as local and network printers, radio frequency devices
- Managing Office 365 accounts, POP and IMAP accounts
- Check daily status of Backups and ensure accuracy & Security of Backup media
- Ensure good management of User Accounts & Active Directory
Education
National Diploma - Information Technology
Mangosuthu University of Technology
Durban, South Africa 01.2012 - 12.2015
Matric -
Igagasi High School
Durban, South Africa 01.2004 - 12.2008
Skills
Network troubleshooting
IP addressing and subnetting
Network configuration
IP addressing
Wireless networking
Ticket management
Incident management
Root-cause analysis
Access issue resolution
Active directory
Windows 95/98/2000/XP/XP pro/nt
Network monitoring
Troubleshooting methods
Network support
Time management
Problem-solving
Helpdesk administration
Teamwork and collaboration
Adaptability and flexibility
Team collaboration
Attention to detail
Certification
Microsoft Azure Administrator
REFERENCE
John Shuttleworth – 011 575 0447
Senior Vendor Operations Manager – Dimension Data (NTT Data)
Sheilah Maluka – +27 11 5754463
Senior Vendor Relations Team Lead – Dimension Data (NTT Data)
Shaun Thompson – 031 266 4457
Managing Director – CMS IT
Ayanda Phili – 031 003 3000 / 084 419 0261
Senior Technician – Nth Degree Technologies
Timeline
Network Support Engineer
NTT Data
09.2021 - Current
Service Desk Operator
CMS IT
12.2019 - 08.2021
Junior IT Administrator
Nth Degree Technologies
05.2018 - 11.2019
National Diploma - Information Technology
Mangosuthu University of Technology
01.2012 - 12.2015
Matric -
Igagasi High School
01.2004 - 12.2008
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