Muaath Abrahams
Technical Specialist
Cape Town
Summary
I am a seasoned IT professional with a diverse background in technical support, operations analysis, and project coordination. My current role as a Technical Specialist at Business Connexion Group, I excel in troubleshooting network issues, setting up new network links, and managing SIP and SDWAN services with external providers. I am adept at coordinating projects, generating reports, and providing telephony support, showcasing my ability to handle multifaceted responsibilities in a dynamic environment.
My experience extends to my role as an Operations Analyst at Business Connexion Group, where I served as a project coordinator for the HCS Telephony solution. In this capacity, I managed voice and MPLS services with external providers, troubleshooted wireless network issues, and consistently generated billing reports. My strong project coordination skills, coupled with a proactive approach to problem-solving, contributed to the successful implementation and maintenance of critical telephony solutions.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Technical Specialist
Business Connexion Group
Cape Town
07.2018 - Current
- Apply for new SIP and SDWAN services with all multiple external service providers
- Monitor existing network links and troubleshoot any network performance issues.
- Submit weekly network performance and availability reports • Co-ordinate and communicate with project team members and stakeholders
- Monitor and track project progress and ensure deadlines are met
- First line troubleshooting of HCS telephony solution platform.
- Identifying, fault reporting trends with customer queries and escalating to senior support specialist.
- Respond to clients and responding to tickets logged within timely manner to meet defined SLA targets.
- Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback, and updates to customers.
- Generate voice reports for stores and head office
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance
Operations Analyst
Indima Recuitment
Cape Town
07.2015 - 06.2018
- Apply for new voice and MPLS services with third party external service providers (network links, telephony system etc.)
- Co-ordinate and communicate with project team members and stakeholders
- Monitor and track project progress and ensure deadlines are met.
- Assist with troubleshooting of issues on wireless network links when problems occur at stores and head office.
- Respond to clients and responding to tickets logged within timely manner to meet defined SLA targets.
- Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback, and updates to customers.
- Generate telephone billing reports for stores and head office.
Desktop Support Engineer
RITS
Cape Town
07.2012 - 06.2015
- Diagnose and resolve software and hardware incidents, including operating systems (Window) across a wide range of software applications.
- Providing first line technical support across the company, including remotely using Team Viewer, telephone, or Microsoft Teams.
- Support of Microsoft software (Office, Exchange, Active Directory etc.)
- Install and configure new IT equipment.
- Taking ownership of incidents assigned to me and manage them through to resolution.
- Monitor and actively manage service level agreements (SLAs)
- Documenting and updating 1st line procedures to assist all staff in the quick resolution of their incidents and service requests and enabling users to become more self-sufficient
Inbound Call Center Agent
RITS
Cape Town
01.2012 - 06.2012
- Receive incoming helpdesk calls and triage or log tickets
- Ensure effective logging of 1st line incidents and request as per customer service model.
- Assign helpdesk tickets to the most suitable engineers and support competencies.
- Identify and differentiate between various types of desktop and server helpdesk requests
Service Desk Agent
RITS
Cape Town
07.2010 - 12.2011
- Receive incoming helpdesk calls and triage or log tickets
- Assign helpdesk tickets to the relevant support competencies
- Accurately recording details of calls.
- Maintain the SMC target groups.
- Escalate incidents and request to the relevant support competencies in a professional and timeous manner.
- Enhancing the SMC environment by ensuring best practice.
- Documenting and updating 1st line procedures
Education
High School Diploma -
Trafalgar High School
Cape Town , South Africa 01.2005 - 12.2010
Skills
Helpdesk Support
undefinedTimeline
Technical Specialist
Business Connexion Group
07.2018 - Current
Operations Analyst
Indima Recuitment
07.2015 - 06.2018
Desktop Support Engineer
RITS
07.2012 - 06.2015
Inbound Call Center Agent
RITS
01.2012 - 06.2012
Service Desk Agent
RITS
07.2010 - 12.2011
High School Diploma -
Trafalgar High School
01.2005 - 12.2010
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