Cloud computing
Randell Beukes
Principal Technical Assistant - Telecommunications
Cape Town,Western Cape
Summary
Resourceful Technical Assistant brings extensive understanding of intricate hardware, software, peripheral and Network support issues to Telecommunications field. Over 5-plus years period serving as point-of-contact for assessing and troubleshooting system & Network performance, fielding user queries and liaising with vendors and third-party support. Offers extensive experience customizing and fixing deployments to meet organizational need for nonstop operations. Adept understanding of manuals and online resources, incorporated into knowledge base to quickly and efficiently resolve problems.
Team-oriented and methodical Technical Assistant with strong attention to detail and good multitasking skills. Specializing in Telecommunication Operations Centre providing expert technical and procedural guidance to team to enhance productivity and increase work accuracy. Proficient in Computer Network Monitoring
Overview
7
7
years of professional experience
Work History
Principal Technical Assistant/ Team Leader
City Of Cape Town - Contractor
01.2021 - 12.2023
- Perform 24x7 network monitoring of all active network elements loaded on the monitoring platform and various proprietary monitoring applications & recordings of such events for reporting purpose.
- Provide first-line investigation & diagnosis of all incidents & service request.
- Perform alarm fault analysis & conduct first-line troubleshooting.
- Liaise with second- & third-line troubleshooting teams.
- Provide 24x7 support to technical resolver groups in liaising with multiple contacts involved in an incident i.e., site contacts, and vendor representatives.
- Perform 24x7 incident management coordination including escalations between key parties to achieve resolution within the deemed timeframe.
- Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure where necessary.
- Provide 24x7 supervision of telecoms facilities & remotely activate building access to such facilities.
- Follow & comply with standard operating procedures in place in order to achieve effective fault resolution and thus minimize or reduce downtime experience of the user base.
- Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders.
- Manage persistent incidents from trend analysis and/or management escalations.
- Understand and appreciate the impact of incidents on the various clients' business, and/or business SLA's allowing for prioritization and direction.
- Provide Client service (Complaints/queries/investigations/advice).
- Assisting with the implementation of quality improvement initiatives at the service desk.
- Assist with coaching, training of new staff.
- Identify potential outages and other problems via information gathering, trend analysis, ticket trends, etc. and communicate the information to Ops managers in a timely manner.
Microsoft Managed Services Engineer L1
Dimension Data MEA
07.2017 - 09.2019
- Desktop / Laptop / Server / Network (Wi-Fi / ADSL routers, switches) and printer support.
- Application trouble-shooting / support: Windows 7 / 10, MS Office suite, VA Apps, Synthesis Dialer, Mitel, Wi-Fi projects, MAC support
- Liaise with external resource: Telkom, Lenovo, Dell, Teljoy, Azorra dealing with hardware repairs, etc.
- Provide assistance with AV / VC equipment.
- Preventative Maintenance.
- Projects (New Club Installation, Refurbs, Software and Hardware rollouts)
- Monitor Big Brother (In-house monitoring tool) daily for network irregularities and attend to accordingly.
- Ensure operational of hardware/software.
- Investigate and resolve problems.
- Provide training and support to end users.
- Support up to 250 users at a contact center with desktop support, including multiple other sites.
- Replace hardware on Dell Power edge servers such as RAID HDD, RAID controller battery etc.
- Replaced Cisco routers and switches.
- Assisted with server rebuilds by testing workstations and Vm’s.
Service Desk Analyst L2
Dimension Data MEA
10.2016 - 06.2017
- Infrastructure monitoring and technical support for the City of Cape Town.
- Monitor Cisco and Alcatel layer 3 switches and routers using the cli monitoring tools.
- Monitoring radio devices at high sites.
- Analyze SNMP traps for detailed troubleshooting
- Identify problems and errors.
- Ensure the efficient and comprehensive resolution of incidents and request.
- Analyzing and interpreting the requests to ensure the classification, prioritization and escalation of the requests are correct.
- Work closely with colleagues to ensure the swift resolution of faults and the user and/or client are kept updated on the progress in relation to the resolution of the fault.
- Identification of failures and shortcomings in the current processes and escalate with recommendations.
- I have experience in supporting Network, Voice, switching centers, Wireless BMS, CCTV, CA Spectrum and eHealth and CASD and be able to effectively manage changes and have the ability to access to switching centers.
- I have experienced working with Service Now and CA Service desk ticket system.
Education
No Degree - Computer Networking And Telecommunications
College of Cape Town
Cape Town, South Africa 04.2001 -
No Degree - CompTIA Security +
Professor Messor Online Tech School
Online 04.2001 -
No Degree - CompTIA N+
Professor Messor Online Tech School
Online 04.2001 -
Skills
CA Service Desk Management Provides innovative change, incident, request, problem & service level management, extensive automation & software-as-a-service (Saas) & on-premises delivery models that help enable a proactive approach to IT service management & reduce business cost & risk
undefinedInterests
Timeline
Principal Technical Assistant/ Team Leader
City Of Cape Town - Contractor
01.2021 - 12.2023
Microsoft Managed Services Engineer L1
Dimension Data MEA
07.2017 - 09.2019
Service Desk Analyst L2
Dimension Data MEA
10.2016 - 06.2017
No Degree - Computer Networking And Telecommunications
College of Cape Town
04.2001 -
No Degree - CompTIA Security +
Professor Messor Online Tech School
04.2001 -
No Degree - CompTIA N+
Professor Messor Online Tech School
04.2001 -
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