Shakeel Behardien

• Provide comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
• Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Manage a case count between 15-25 tickets.
• Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
• Assists with activities to triage and escalate any system or network outage to reduce downtime.
• Support Windows , MAC and Linux systems
• Microsoft Office 365 – Deep understanding of Exchange Online, Teams, SharePoint & Azure AD.
• Key infrastructure platforms and tools: Active Directory, Group Policy, Exchange 2013 or above, Microsoft Terminal Services.
• Network troubleshooting – DNS, DHCP and OSI model understanding - ability to identify what is on a network and points of failure and collect tangible data using networking tools to identify the problem and formulate a plan of action.
• Support Cisco AnyConnect VPN
• Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling.
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services.

Reference:

Ashton Naidoo - 073 981 1803

Ruvan Van Der Skyff - 073 131 2860

Contracted to Pick n Pay:

• Responsible for ongoing maintenance and future planning the companies desktop environment.
• Support , diagnose and troubleshoot technical issues as they arise.
• Performance monitoring of the company's desktop infrastructure and making suggestions to increase efficiency.
• Workstation , notebook , printer and all peripherals setup.
• Windows 10 support and deployment on all desktops and laptops.
• Support and deployment of Office 365 and all other Microsoft applications.
• Active Directory managing computers and users across the network , reset passwords and enabling and disabling of user accounts.
• Configure and validation of VPN configurations.
• Remote troubleshooting after hours.

Contracted to Mediclinic Hospital Group:

• Assess and repair HP desktops , laptops , Thin Clients and printers.
• Deploy and install Microsoft applications on desktops and laptops .
• Deploy Windows 10 images fro SCCM.
• Remove PC's from domain and rejoining them with correct naming conventions.
• Roll out of new hardware on projects on end of life hardware.
• Configuring and repairing of all Zebra thermal and direct thermal printers.
• Educate and give training to end users on hardware and software applications.
• Ensure all equipment when under warranty is faulty gets logged with HP and following ip on turn around times for repairs.

Reference:

Alroy Wyngaard - 072 419 6144

Tariq Hansen - 066 242 4345

Andries Buekes - 082 308 6424

• Assess faulty printers and quote correctly on faulty spares.
• Ensure that all printers are serviced and repaired.
• Communicate with the client on a daily basis on the turnaround time of the repair.
• Repair all brands of printers onsite.
• Ensure that the correct spares are requested for repairs following a service manual.
• Ability to fault find and disassemble and reassemble any printer.
• Look after 4hr to 8hr SLA customers.
• Install laser , dot matrix and thermal printers on a network.
• Install print servers and software applications to customer specification.
• Educate customers as to which printer will suite their environment and needs.
• Do a technical stock take once a week.
• Ensure that correct stock is forecast for maintenance clients.
• Ensure that product training is given to all end users.

Reference:

Alrich Braasch - 083 603 0286

Bienie Gaanie - 082 777 8895

Keith Fitchet - 082 823 0122