Osman Ebrahim
Johannesburg
Summary
I am an experienced Systems Administrator with a demonstrated history of working in computer support and systems management roles. I am skilled in many areas, including, but not limited to, Microsoft technologies, support, administration, configuration & platform planning with added experience in Apple products. Strong technical abilities with a multitude of certifications from Microsoft, Apple and CCSA.
Overview
18
18
years of professional experience
Work History
MSP Support Engineer
MYITCREWNY
05.2022 - Current
- Provided technical support for Windows 10 and Windows 11 devices, resolving an average of 30+ user issues per week with a first-contact resolution rate of 85%.
- Diagnosed and repaired printers and scanners (MFP Laser, Inkjet, business-class) with a 20% reduction in repeat incidents through proactive maintenance.
- Administered Microsoft 365 accounts (mailboxes, licensing, permissions), supporting 150+ end users across small and medium-sized businesses.
- Managed On-Premises and Azure Active Directory accounts, including password resets, group policies, and role assignments.
- Supported VOIP phone systems and eFax troubleshooting, ensuring 99% service uptime.
- Configured and maintained network devices (switches, access points), improving connectivity and reducing downtime by 15%.
- Maintained file server permissions and architecture, streamlining access requests and reducing turnaround time by 30%.
- Delivered daily client support with a focus on clear communication and expectation management, maintaining a 95%+ CSAT survey rating.
- Acted as a key liaison between clients and vendors, ensuring timely incident resolution and reducing escalation times.
- Built and maintained strong client relationships, contributing to renewals and long-term partnerships.
- Consistently followed Standard Operating Procedures (SOPs) while identifying gaps and updating documentation to improve efficiency.
- Authored 10+ new support guides and SOP updates, enhancing team knowledge and downstream troubleshooting success.
- Trained and informed team members on process changes, ensuring smooth transitions and improved compliance.
- Reviewed and managed scheduled tickets, ensuring alignment with client requests, priority levels, and ticket age.
- Handled warm transfer escalations from the Rapid Response Team, providing timely and effective resolution.
- Adhered to ticket schedules while maintaining clear, professional communication with clients through email, ticket notes, and calls.
- Conducted end-of-day reviews to confirm all assigned tickets were updated, responded to, or escalated where necessary.
- Performed follow-up on remediation tickets, ensuring all QA checks and client expectations were met.
- Completed accurate and timely daily time wrap entries in ConnectWise for reporting and billing accuracy.
- Maintained a 95%+ SLA compliance rate through consistent schedule adherence and proactive ticket management.
- Improved client satisfaction by ensuring all tickets were acknowledged within SLA response times.
- Streamlined end-of-day processes, reducing missed follow-ups and increasing overall ticket closure efficiency by 20%.
Technical Specialist
Joycall Chatz
10.2016 - 01.2022
- Provide technical support for Windows and macOS environments, resolving workstation issues to ensure minimal downtime and seamless end-user experience.
- Manage and maintain Windows Server 2008 & 2012 environments, improving system stability and reducing recurring incidents by 20%.
- Administer and configure Cisco switches, routers, and firewalls, enhancing network security and optimizing overall infrastructure performance.
- Implemented preventive maintenance and monitoring practices, resulting in improved uptime and faster issue detection.
- Collaborate with cross-functional teams and vendors to ensure timely resolution of escalated issues, maintaining a 95%+ SLA compliance rate.
- Successfully reduced network downtime by 25% through proactive monitoring and hardware optimization.
- Improved end-user satisfaction scores by delivering consistent, high-quality technical support.
- Led system upgrades and patch management projects, ensuring compliance with security best practices.
Site Services Technician
CEB Maintenance
08.2014 - 01.2015
- Administer, coordinate and provide effective technical support services to a single client site.
- Perform many different roles from the client's perspective, including desk-side support and preventive server maintenance.
- Log any incidents as well as perform desktop support.
- Provide remote support to international partners for desktops as well as video calling solutions.
- Manage and maintain AD structure, ensuring all users have relevant permissions to network resources.
- Manage the creation of Exchange and Office 365 mail clients.
- Maintain the creation and administration of users within open-source software used by staff.
- Ensure that monthly targets for the IT department are met to improve the overall site health and that the IT procedures are in line with required standards.
- Attend monthly IT management meetings to report back on monthly targets as well as to discuss new issues.
Systems Engineer
Siswe IT
01.2012 - 01.2013
- Install and configure router & switches.
- Work with VMWare.
- Maintain all onsite hardware.
- Provide support in various areas, including desktop, hardware & software, cabling, routers & switches, printer, database, server 2003 & 2008, AS400, line array, ADSL & switch, Win XP, Win 7 & Win 8.1.
- Involved in retail & warehouse, remote, project management, and installation.
- Reason for Leaving: Contract completed successfully.
Helpdesk & Field Technician
Deloitte & Touché
09.2007 - 06.2009
- Work as a helpdesk technician providing telephonic support regarding all software problems.
- Log calls using a web-based KPMG call logging system.
- Work as field technician providing support on all hardware and software issues experienced by KPMG personnel.
- KPA preparation, using performance stats from monthly incentive review trends and set targets and developmental areas. Prepare daily stats.
- Reason for Leaving: Contract completed successfully.
Education
Master of Economics - Business Management
Microsoft
International Diploma - Systems Engineering
Durban Commerce & Computer College
DurbanSenior Certificate - Grade 12 / Matric
Steelcrest High School
Skills
- Software
- Software Installation
- Software Support
- Computer Hardware
- Microsoft Support
- Microsoft Office
- Microsoft Technologies
- IOS
- Technical Support
- Hardware Support
- Technical Support
- Hardware Support
- Microsoft 365 administration
- Active Directory management
- VOIP support
- Incident resolution
- Technical documentation
- System maintenance
- Client relationship management
- Remote support technology
- Helpdesk operations
- Problem solving
- Effective communication
- Time management
- Team collaboration
- Process improvement
- Project coordination
- Incident management
- Application support
- Quality assurance
- Debugging skills
- System configuration
- Security protocols
- Software support
- Troubleshooting skills
- Ticketing systems
- User support
- Backup and recovery
- Web security
- Hardware and software installation
- System administration
- Remote support
Last Name
Ebrahim
Availability
Immediately
Languages
English
Additional Certificates Courses Training
- 01/01/07, Siemens Professional Education, Fujitsu Siemens Desktop and Mobile Engineer, Computer and Information Sciences and Support Services
- 01/01/18, Dynamix, ACSP: Information Technology
Personal Information
- ID Number: 8411075064080
- Ethnicity: Indian
- Gender: Male
- Nationality: South African
Languages
English
Proficient
C2
Afrikaans
Proficient
C2
Timeline
MSP Support Engineer
MYITCREWNY
05.2022 - Current
Technical Specialist
Joycall Chatz
10.2016 - 01.2022
Site Services Technician
CEB Maintenance
08.2014 - 01.2015
Systems Engineer
Siswe IT
01.2012 - 01.2013
Helpdesk & Field Technician
Deloitte & Touché
09.2007 - 06.2009
Master of Economics - Business Management
Microsoft
International Diploma - Systems Engineering
Durban Commerce & Computer College
Senior Certificate - Grade 12 / Matric
Steelcrest High School