Summary
Overview
Work History
Education
Skills
References
PERSONAL ATTRIBUTES
Timeline
Generic

Nare Shaun Mashula

Second Level Customer Support Engineer
Boksburg

Summary

Is to one day gain a leadership position where I can further develop my skills of working productively and efficiently where commitment would be the key to a better working environment. A leadership position where I may be able to utilize my knowledge in different activities in which myself and other individuals would be able to benefit in the long run. To substantially be able to create an environment where working men and women have a job where the youth are able to have a future and the old age have security.

Overview

8
8
years of professional experience
2012
2012
years of post-secondary education
2
2
Languages

Work History

2nd Level Customer Support Engineer

Tesuco Telecommunications
12.2017 - Current
  • Providing 2nd line technical support on customer FTTH.
  • Logging & tracking of incidents & request calls (SAGE/Zoho Desk).
  • Record and escalating all incidents to 3rd- level.
  • Configuring fibre ONT (fibre routers/converters).
  • Configuring Port Details (Layer two Switch).
  • Support Field tech and fibre splicers.
  • Liaising with customers for technician site visits.
  • Troubleshooting Wi-Fi.
  • Ticket Logging (Delegating to 1st level and Support staff).
  • Site Fault Troubleshooting.
  • Managing Site Technicians.
  • Switch Configurations.
  • Handling installation Packages.
  • Standby for technical issues and technicians after hours.
  • Ensuring that network monitoring tools are working.
  • Implementing network configuration changes (Delegated from third level network engineers).
  • Dealing with escalations (from third level engineers and other internet service providers).
  • VOIP(Grandstream)
  • Period: December 2017 (Started as an Intern)
  • End Period: Currently still work here

Project Lead

TTCONNECT
01.2024 - 11.2024
  • Partnered with project team members to identify and quickly address problems.
  • Mentored junior team members, fostering professional growth and increasing overall team efficiency.
  • Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
  • Collaborated with cross-functional teams to ensure seamless integration of various project components.
  • Led day-to-day operations of a technical/field team.
  • Oversaw staff members across multiple functions.
  • Managed project timelines and task assignments.
  • Performed stock control and supply tracking.
  • Monitored and coordinated fleet usage.
  • Responded to client queries and maintained service satisfaction.
  • Handled general operational planning and escalations.

Education

Grade 12 - English, Afrikaans, Mathematical Literacy, History, Life Sciences, Geography, Life Orientation

Sir Pierre van Ryneveld High School

Diploma - Information Technology Management

Rosebank College

Skills

  • The ability to communicate effectively with clients, colleagues and stakeholders
  • Working effectively in a team to accomplish key objectives
  • The ability to appropriately delegate or assign tasks to others
  • Managing other people according to key principles of leadership and management
  • Providing outstanding customer service at all times to all customers, including customer complaints and queries
  • Troubleshooting of Network related issues (LAN & WAN)
  • Good working knowledge of MS office & Windows/Windows7,8
  • Knowledge of WIFI routers management (TP-Link, Tenda, Cambium, Mikrotik)
  • Knowledge in FTTH Networks (Fibre Converter ONT)
  • Ability to technically install computer and network peripherals
  • Remote assistance/support (TeamViewer, remote desktop)
  • Ability to provide first time resolution by using available tools
  • Identification and escalation of re-occurring problems and incidents, Identify trends
  • Able to document customer networks, system configuration and how to guide
  • Computer Proficiency
  • Ticketing system
  • Excellent Telephone antiquates
  • Excellent general communication skills

References

Jabulani, Nkhoma, HOD/ Branch Administrator, jnkhoma@rosebankcollege.co.za, 076 992 448, IIE Rosebank College Sunnyside

PERSONAL ATTRIBUTES

  • I am an optimistic individual that possesses a lot of confidence in myself, I like to take myself as an influential person as I do not like to see others suffer from a sense of disbelief or lack of self-confidence.
  • I’m a very fast learner whether it’s theoretically or practically I take each challenge as it comes as challenges don’t break us but build us no matter good or bad we always take something good out of it.
  • I’m one who is always looking forward to a challenge knowing myself as I’m a good team player who’s willing to go the extra mile to achieve the objectives/ task we would be working towards.

Timeline

Project Lead

TTCONNECT
01.2024 - 11.2024

2nd Level Customer Support Engineer

Tesuco Telecommunications
12.2017 - Current

Diploma - Information Technology Management

Rosebank College

Grade 12 - English, Afrikaans, Mathematical Literacy, History, Life Sciences, Geography, Life Orientation

Sir Pierre van Ryneveld High School

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Nare Shaun MashulaSecond Level Customer Support Engineer