Rethabile Kaleni
ICT SUPPORT ANALYST
Johannesburg
Summary
Experienced Senior Network Engineer and Technical Team Lead with a strong background in the IT industry. Skilled in infrastructure (Data Center), Networking, systems and support administration, cloud computing, project management, and Desktop support. Proficient in Service Management ITIL V3, Service transition, and Service operation. Holds an Advanced Diploma in Information System and Technology Resource Management from the University of South Africa (UNISA).
Overview
23
23
years of professional experience
6045
6045
years of post-secondary education
Work History
IT Support Analyst
Gauteng Growth and Development Agency (GGDA)
Johannesburg
01.2010 - Current
- Overall management of ICT incidents from 2nd and 3rd level support resolution.
- Routine maintenance, fail-over testing, implementing best practices, pro-active monitoring of alerts and status changes
- Assist with Compiling the annual upgrade and maintenance plan
- Coordinate ICT service delivery in accordance with the ITIL service delivery and service management frameworks
- Updating ticketing system Service Desk Plus Now with notes detailing progress and actions completed on open incidents, problems, and change requests.
- Find technical solutions to problems where necessary and practical, without compromising the commercial viability of current and future platform solutions.
- Liaise with stakeholders to ensure compliance with SLA
- Provide input for optimizing the alignment of policies and procedures to COBIT
- Participate and engage in ICT audits
- Perform day-to-day system maintenance of server and Network Infrastructure through the provision of 2nd and 3rd level support
- Active Directory Management
- Cloud Administration and support
- O365/M365 Implementation, deployment, migration and administration
- Server and Storage Hardware Support
- VMware vSphere
- Microsoft Hyper-V
- Backup and DR Technologies such as Veaam,Veritas Backup exec
- Install and maintain hardware and software
- Troubleshooting and monitoring of Infrastructure and systems problems
- Maintain the active directory
- Maintaining the Exchange Online server and assisting in resolving the incident within the approved SLA
- Maintain the Patch management server and Deployment
- Administer VPN connections and routing
- Monitor, and troubleshoot problems affecting the company infrastructure
- Participate in the change management process by creating and executing changes and providing technical reviews of changes.
- Creation and periodic update of support procedures, processes, and technical documentation
- Ensure company infrastructure complies with internal standards and industry best practices
- Install, configure & manage VMware ESXi and Hyper-V infrastructure
- Implementation of backup and restoration procedures
- Maintenance of measures in place for business continuity and disaster recovery processes and procedures
- Support to the maintenance of the SharePoint-based Intranet
Networks and Desktop Engineer
Datacentrix (Pty) Ltd
Johanneburg
01.2009 - 12.2010
- Company Overview: hybrid IT systems integrator and managed services provider
- 2nd and 3rd level support
- Performs administration activities such as setting user accounts, roles, access, and privileges
- Supporting users in the use of computer equipment by providing necessary training and advice
- Providing a high level of customer service
- Investigating, resolving, and closing user-reported PC problems and application issues through the service desk ticketing system
- Performs day-to-day maintenance and installation of server, network equipment, virtual machines, messaging services
- Taking care of backup, off-site tape storage, inventory-asset management
- Building, configuring, patching, upgrading, and troubleshooting physical and virtual Windows servers (rack mounts/blades, and VMs)
- Hybrid IT systems integrator and managed services provider
- REASONS FOR LEAVING: Better offer
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
Desktop Technician
Kimberly-Clark Southern Africa (Holdings) (Pty) Ltd
Johannesburg
01.2002 - 12.2007
- Company Overview: Manufacturing Company
- Support and maintain organizational computer systems, desktops, and peripherals.
- That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.
- Troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end users and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
- Where required, administer and resolve issues with associated end-user workstation network software products.
- Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.
- Ensure that desktop connections, i.e. network jacks are in proper working order.
- Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
- Monitoring transformation targets.
- If necessary, liaise with third-party support and PC equipment vendors.
- Perform related duties consistent with the scope and intent of the position.
- Manufacturing Company
- REASONS FOR LEAVING: Employed on a short-term assignment
- Optimized system functionality through routine maintenance tasks such as disk cleanups, de-fragmentation, and hardware upgrades.
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems.
- Increased productivity by configuring and deploying new workstations tailored to individual user needs.
- Reduced downtime by efficiently diagnosing and repairing malfunctioning equipment onsite.
- Optimized system functionality through routine maintenance tasks such as disk cleanups, de-fragmentation, and hardware upgrades.
- Optimized system functionality through routine maintenance tasks such as disk cleanups, de-fragmentation, and hardware upgrades.
- Optimized system functionality through routine maintenance tasks such as disk cleanups, defragmentation, and hardware upgrades.
Education
ADVANCED DIPLOMA - INFORMATION RESOURCE MANAGEMENT
UNISA
Pretoria03.2023
Diploma - Information Technology
University of South Africa (UNISA)
Pretoria03.2020
PC Engineering Course - A+ Courses, N+ Courses (Networking), IT Fundamentals
College Campus
Johannesburg12.2001
Network Engineering course - MCSE
Rosebank College
Johannesburg 12.2001
Skills
- Network architecture
- Data center operations
- DHCP implementation
- Proficient in ITIL practices
- Database management with MySQL
- Proficient in PHP
- Active Directory management
- Policy development
- Data backup solutions
- JavaScript
- Operational risk assessment
- Analytical skills
- Project coordination
- customer-focused approach
- Service desk operations
- Experience in private sector
- Experience with government entities
Personal Information
- ID Number: 8003165844081
- Nationality: South African
- Marital Status: Single
Timeline
IT Support Analyst
Gauteng Growth and Development Agency (GGDA)
01.2010 - Current
Networks and Desktop Engineer
Datacentrix (Pty) Ltd
01.2009 - 12.2010
Desktop Technician
Kimberly-Clark Southern Africa (Holdings) (Pty) Ltd
01.2002 - 12.2007
ADVANCED DIPLOMA - INFORMATION RESOURCE MANAGEMENT
UNISA
Diploma - Information Technology
University of South Africa (UNISA)
PC Engineering Course - A+ Courses, N+ Courses (Networking), IT Fundamentals
College Campus
Network Engineering course - MCSE
Rosebank College
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