Shaaheen Davids

Technical Support Engineer

• Deliver end-to-end IT support and infrastructure services for consultants operating at client accounting firms
• Prepare and provision consultant laptops by deploying standardized system images and enrolling devices into Microsoft Intune for centralized management.
• Configure and assign devices into Intune groups for automated deployment of security policies, Windows updates, BitLocker encryption, compliance settings, and company branding etc.
• Install and configure client-specific applications such as Citrix, VMware Horizon, Fortinet VPN, Azure Virtual Desktop etc.
• Create and manage user accounts, assign licenses and subscriptions via Microsoft Intune and Microsoft 365 admin portal.
• Troubleshoot Microsoft Exchange email issues and ensure uninterrupted communication for consultants.
• Collaborate on business improvement initiatives ("rocks") across departments to enhance onboarding, streamline IT operations, and generate revenue opportunities.
• Work effectively in dynamic, fast-paced conditions, maintaining attention to detail and adaptability under pressure.
• Provide clear, professional communication with internal teams, consultants, and clients; consistently uphold a positive, client-focused attitude.

• Acted as the first point of escalation for technical support issues across the TFG retail network.
• Provided advanced support for POS systems and TFG's network infrastructure, ensuring minimal downtime and operational efficiency.
• Managed user and computer objects within Active Directory, including permission assignments and group policy adjustments.
• Managing and administering package deployments on SCCM
• Registered and decommissioned devices in Microsoft Intune, maintaining accurate device inventory and compliance.
• Re-imaged and configured workstations and networking equipment, including access points, point-to-point links, switches, and LTE routers.
• Implemented technical strategies ensuring efficient solutions are made.
• Collaborated with TFG management to resolve cross-departmental escalations and enhance support workflows.
• Provided technical guidance to onsite maintenance and cabling teams, ensuring consistent service standards.
• Worked across platforms including Active Directory, Hyper-V, SCCM, Mikrotik (Winbox/config utility), Freshdesk (Synergy), and Microsoft Azure (Intune).
• Coordinated with multiple TFG support teams to streamline issue resolution and service delivery.
• Processed and validated monthly billing data (freight and chargeables) used for financial reconciliation.
• Validating the Call volumes for the month until an agreement is made with TFG.
• Reviewed call volume reports and justified monthly SLA metrics with TFG, submitting final SLA documentation to internal management.

• Installed and maintained hardware and network infrastructure for various client departments and business processes.
• Set up and configured network equipment, servers, and user workstations to support new client campaigns.
• Provided technical support for enterprise applications including Avaya, Citrix Workspace, and VMware.
• Delivered remote support via LogMeIn, resolving technical issues efficiently to reduce downtime.
• Managed service incidents and requests through the Remedy ticketing system, adhering to SLAs.
• Performed user account tasks in Active Directory, including password resets, group membership updates, and rejoining systems to the domain.
• Re-imaged systems using Windows Deployment Services (WDS) and Microsoft Autopilot for streamlined onboarding and recovery.
• Created and managed VLANs to support expanding client operations and departmental network segmentation.
• Performed monthly software deployments and updates through SCCM.

• Served as the first line of support for technical assessments in a telecommunications environment.
• Provided assistance with mobile devices, laptops, and networking hardware across multiple platforms.
• Diagnosed and resolved connectivity issues related to ADSL, LTE, and fibre lines.
• Troubleshot Telkom mailboxes via Microsoft Outlook and webmail platforms to restore email functionality.
• Reset ISP credentials and passwords for end users to maintain secure and consistent access.
• Processed and documented device repairs, ensuring accurate technical records for service tracking.
• Performed daily operational backups to protect essential company and client data.
• Coordinated with third-party vendors for hardware repairs, replacements, and service escalations.
• Escalated unresolved or high-priority network issues to relevant service providers to ensure timely resolution.