Ralston Jean Africa

Senior IT Support Engineer

September 2020– December 2024

Objective:
To efficiently manage IT infrastructure and support services, utilizing Microsoft Intune, Jamf, Azure AD, Docker, and email security configurations while overseeing software purchases, equipment

ordering, and application management.

Key Responsibilities:

• Microsoft Intune: Manage app deployments, configure conditional access policies, and create Group Policy Objects (GPO) for device management.
• Jamf: Automate and manage Apple devices, ensuring efficient configuration and security compliance.
• Jira Service Desk: Responsible for managing and resolving tickets, ensuring quick and effective incident resolution.
• Manage Exchange and Google Services, including DNS registration, DMARC, and SPF for secure email configurations.
• Deploy and manage Docker containers for application development and deployment.
• Use Azure AD to create users, manage relevant groups, and sync with Intune for seamless device management.
• Set up and manage applications on Azure, including third-party tools like Dynamics 365 for Finance.
• Responsible for software tool purchases and ordering IT equipment to meet company needs.
• Leverage Bash and PowerShell scripts for automation and system maintenance.

Objective:
To provide efficient first-line and second-line IT support, ensuring seamless operation of IT systems and products. Leverage expertise in Meraki, Google G Suite, Backupify, and Trend Antivirus to offer proactive troubleshooting, maintenance, and user support.

Key Responsibilities:

• Provide first-line IT support by assisting end-users with issues related to Meraki, Google G Suite, Backupify, and Trend Antivirus.
• Troubleshoot hardware and software issues, escalating complex problems to second-line support.
• Assist in managing cloud backup solutions via Backupify to ensure data integrity and recovery.
• Ensure the smooth operation of Meraki network devices and troubleshoot connectivity problems.
• Implement, monitor, and maintain Trend Antivirus for enhanced network security.
• Collaborate with cross-functional teams to resolve technical issues efficiently and provide timely resolutions.
• Document and maintain technical procedures and FAQs to help users resolve common IT issues.

Objective:
To provide effective 2nd line desktop support, troubleshooting technical issues across multiple customers, and ensuring seamless IT operations through efficient use of remote tools, ticketing systems, and proactive problem-solving.

Key Responsibilities:

• Provide 2nd line support for Windows issues, client applications (Microsoft Office, Adobe, VPN), and proprietary software, using remote control technologies like SCCM.
• Troubleshoot and resolve Anti-Virus issues (e.g., Symantec), ensuring up-to-date definitions and scanning for malware/viruses.
• Address local and network printer issues and network connectivity problems (LAN & wireless).
• Manage incident queues using ServiceNow, ensuring tickets are updated and resolved within SLA/OLA.
• Lead customer meetings, collaborating with Service Managers to address issues and enhance inter-departmental communication.
• Conduct technical training sessions for team members and other departments.
• Provide guidance and mentorship to new engineers.
• Review and create technical documentation, manuals, and knowledge-sharing materials.
• Assist with project work during new service/customer integrations and address post-project technical issues.

Objective:
To deliver efficient IT support, manage network systems, and streamline onboarding processes while ensuring quick resolution of incidents and maintaining system functionality.

Key Responsibilities:

• Provide IT support for Backupify, G Suite, Meraki Systems Manager, and Trend Antivirus.
• Manage internal network operations using Meraki Systems Manager.
• Support both Mac OS and Windows environments on a daily basis.
• Manage incident queues using JIRA, ensuring timely resolution within SLA/OLA.
• Create and maintain technical documentation and training materials via Confluence.
• Develop onboarding processes for new hires, including training on internal systems and tools.

Objective:
To provide efficient internal and external support, resolve client queries promptly, and manage incident tickets to ensure smooth service delivery.

Key Responsibilities:

• Provide internal and external support via email and chat to resolve client queries using Zendesk.
• Submit internal tickets to Engineering, BI, and Finance departments to address client issues.
• Manage ticket queues in Zendesk, ensuring incidents are resolved within SLA/OLA.
• Train new clients on the Impact Radius platform.

Objective:
To provide prompt and effective 1st line desktop support, troubleshooting technical issues and ensuring smooth user experiences across multiple customers.

Key Responsibilities:

• Provide 1st line support for Windows issues, client applications (e.g., Microsoft Office, Adobe, VPNs), and proprietary software.
• Use SCCM and remote tools to troubleshoot and resolve issues such as corrupt Windows profiles.

Objective:
To provide efficient 2nd line desktop support, troubleshoot technical issues across multiple customers, and ensure smooth operations through quick issue resolution.

Key Responsibilities:

• Provide 2nd line support using SCCM for remote troubleshooting.
• Resolve Windows issues, including corrupt profiles and client applications (e.g., Microsoft Office, Adobe, VPNs).
• Troubleshoot local and network printer issues and network connectivity (LAN & wireless).
• Investigate and resolve issues with proprietary customer software.

Date – Present

Objective:
To provide efficient 1st line support for customers in the oil and fuel industry, ensuring quick resolution of technical issues and seamless operation of Point of Sale systems.

Key Responsibilities:

• Provide 1st line support for BP, CALTEX, PUMA, and SASOL customers.
• Troubleshoot Point of Sale issues, including fuel pumps connecting to forecourt computers and EFT machine problems.
• Resolve issues with proprietary software, local and network printers, and network connectivity (LAN & wireless).
• Assist dealers with fuel price changes and other related tasks.
• Assessed risks associated with new business opportunities through detailed analysis.

Objective:
To leverage in-depth knowledge of printers and related products to drive sales and provide exceptional customer service, ensuring customer satisfaction and meeting sales targets.

Key Responsibilities:

• Assist customers in selecting the best printers and printing solutions based on their needs.
• Demonstrate product features, benefits, and technical specifications to customers.
• Process sales transactions and manage customer inquiries efficiently.
• Work closely with the sales team to meet individual and team sales targets.