Thandazani Johnson
NOC Engineer
TABLEVIEW
Summary
. Professional NOC engineer with robust experience in network operations and troubleshooting. Adept at monitoring systems, resolving technical issues, and optimizing network performance. Strong focus on team collaboration, ensuring reliable support and adapting to changing needs. Skilled in network protocols, system diagnostics, and customer communication.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
4
4
Languages
Work History
NOC Analyst (Network Monitoring & Optimisation)
Sintrex
Cape Town, WESTERN
05.2024 - Current
- I am a dedicated Network Operations Centre (NOC) Operator with a proven track record of consistently meeting and exceeding KPIs. In less than a year at Sintrex Integration Services Pty Ltd, I've rapidly gained proficiency in managing diverse client environments, including Pick n Pay, Remgro, Prescient, Old Mutual, Nedbank and RCS.
- 24/7 Network Monitoring: Proactive monitoring of network performance metrics to identify and resolve potential issues.
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Identified potential security threats through continuous monitoring of network traffic, mitigating risks in a timely manner.
- Incident Response: Efficient troubleshooting and resolution of network outages and service disruptions.
- Network Configuration and Maintenance: Implementing network changes and upgrades to enhance performance and security.
- Security Incident Response: Responding to security threats and implementing measures to protect network infrastructure.
- Client Support: Providing timely and effective support to clients, addressing their queries, and resolving issues.
- Through my dedication and continuous learning, I have successfully contributed to: Improved Network Uptime: Implemented proactive monitoring strategies to minimise downtime.
- Enhanced Security Posture: Contributed to strengthening security measures within the team to protect sensitive data.
- Cross-training and upskilling of new staff.
- Liaise on a daily basis with our co-partners - BCX and Dimension Data engineers.
- Successful Project Deliveries: I have participated in the successful migration of network infrastructure for Old Mutual from the previous Sintelligent onto Core NG platform.
- Optimised Network Performance: Fine-tuned network configurations to improve performance and efficiency.
- Exceeded SLA standards for response times and problem resolution.
Escalations Engineer
Webafrica
Cape Town
09.2022 - 04.2024
- Primary responsibilities of an Escalations Engineer include continuous monitoring and the prioritisation of tickets, Keeping track of the incidents with the help of the monitoring tools i.e. Fault Management Tool ,fibre operator portals. Identify the network issues and out of SLA faults quickly. Collaborate with multiple departments and engage over 30 fibre operators on a day-to-day basis.
- Assisted in the development of training materials focused on escalation procedures, contributing to enhanced team performance.
- Collaborated with cross-functional teams to address systemic issues and develop process improvements for escalation management.
- Resolved complex customer complaints by thoroughly investigating issues and implementing effective solutions.
- Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.
- Supported a positive work environment within the team by sharing best practices for managing stress associated with handling challenging situations daily.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained and mentored junior engineers in advanced troubleshooting techniques, raising overall team skill levels.
- Improved customer satisfaction by efficiently resolving escalated technical issues.
- Analysed patterns in escalations data to proactively address potential future issues before they impacted customers.
Technical Support Agent
Webafrica
Cape Town
10.2020 - 09.2022
- Effectively resolving customer concerns by taking ownership of their issues, active listening, being empathetic, as well as utilizing personal knowledge and databases.
- Multi-tasked by searching databases, chatting with team leads and other departments, and taking notes while efficiently serving clients with world class service over the phone and live chat.
- Answer emails or Microsoft Teams for support related escalation callbacks.
- Providing solutions for customers on how to optimize their system's performance.
- Remotely helping customers through Any Desk or Teams Viewer Apps to diagnose and troubleshoot connectivity errors, set-up certain complicated tasks, reconfigure Zyxel, TPLink, Tenda routers.
- Knowledge of working on Mikrotik, Cambium, Ubiquiti, Huawei, Vumatel and Totolink ONT hardware.
- Provide coaching and support for Tier 1 level 1 agents and new starters on the floor.
- Assist with ad-hoc management escalation duties and offer standby assistance within external departments (DSG).
- Escalate faults beyond level 1 and 2 support relevant fibre network/backhaul operators e.g., Frogfoot, October, Openserve, Vumatel and tag Faults management team in tracking escalation follow ups.
- Escalate issues beyond Tier 2 support off to Critical Care team for Tier 3 level support.
- Report directly to Technical Support Team Lead.
- Handle ad-hoc advanced support to ADSL, VOIP and e-mail related issues.
- Handle billing/account activation and retention queries to meet company churn target.
- Handle account balance; payment; reconciliations; credit & debit note management.
- Assisted with walk in customers where applicable.
- Meet Live Chat, WhatsApp targets.
- Meet overall Key Performance Areas.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Representative
iiNet
Cape Town
05.2019 - 10.2019
- Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Update knowledge and skills to keep up with rapid advancements in computer technology.
- Implemented a culture program focused on engaging the employees, increasing motivation and embracing the company's culture.
- Analyse user needs and recommend appropriate hardware.
- ADSL, Broadband, Wi-Fi and Fibre Support.
- Assisted over 100 customers per day in technical troubleshooting for no connection/sync/dropouts.
- Assisted customers setting up their modems or connection technologies.
- Took escalations and tagged complaints for senior management.
- Assisted customers with billing related queries.
- Met KPI targets as per glide path management system.
- Reported directly to line manager.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
Collections Administrator
Prodigy Finance
Cape Town
09.2017 - 06.2018
- Constant reminder via e-mails or phone calls.
- Managed the early, mid and late collections book against required collection targets.
- Maintained required SLA on tickets.
- Managed arrears notifications and discussions through both one-on-one and volume communications processes using multiple channels.
- Educated borrowers on repayment options and consequences of nonpayment.
- Tracked non-communicative borrowers using desktop trace and internal resources then liaised with outsourced tracer to locate borrowers.
- Managed communication regarding arrangement processes with borrowers who are unable to pay.
- Understood & advised borrowers on the best solutions and processes that would assist the in their current situations.
- Completed legal to ensure the legal department has all the necessary documents to proceed with enforcement.
- Hit targets in a fast paced, high volume and quality customer services environment.
- Ensured weekly tasks are completed.
- Utilised advanced negotiation techniques to reach mutually beneficial agreements with debtors while maintaining professionalism at all times.
- Managed a portfolio of delinquent accounts, resulting in increased recoveries and reduced losses.
API Support Engineer
Mastercard
Cape Town
09.2013 - 06.2015
- Ensure all correspondence receives a suitable (accurate & factual) reply within normal operating hours/SLA.
- Accurately understand any client requests, identify the problem, act appropriately, supply information in a concise and professional manner.
- Understand all features within ServiceNow ticketing System.
- Ensure all telephone calls are answered in a professional manner that projects the image of the company.
- Ensure that incidents are created in ServiceNow and correctly updated for any queries recipients via phone.
- I made sure approximately 20 incidents were responded to within the required SLA.
- Update incidents with accurate and detailed information.
- Ensure FAQs which require updating are completed.
- Ensured all notifications sent are also updated in Reporting.
- Escalated incidents that required feedback from Operations via ticket or Development Bug are followed up on and the client is kept updated with the progress.
- Ensured all queries above scope of responsibility of the support team are logged with the correct MiGS departments.
- Updated line manager on all MiGS support department issues including support staff and address any departmental related issues.
- Ensured that process documentation is up to date with all changes.
- Ensured all MiGS team members are informed of all new discoveries and technologies to transfer knowledge that could assist in the development of efficiency for both team members and the department as a whole.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Provided technical support to e commerce users in 24/7 uptime environment, often working double shifts to accommodate time zones.
Data Consultant
Vodacom SA
Cape Town
06.2010 - 09.2011
- Offered 1st line technical support to Vodacom subscribers.
- Assist Blackberry/iPhone users.
- Wireless router and modem setup and support.
- Fault logging and 2nd line support escalations.
- Streamlined reporting processes with the creation of dynamic dashboards using visualization tools such as Tableau or Power BI.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Bachelor's Degree - Electrical and Electronics Engineering
01.2008
- Member of Student Christian Organisation
- Continuing education in Network Engineering through Udemy.
Bachelor of Information Technology - IT Network Engineering
01.2007
- Completed professional development in CCNA
- Member of University Chess Club
- Member of Student Christian Organisation
Matric - High School/Secondary Diploma Programs
01.2002 - 01.2006
- Elected Captain of Eastern Cape Chess Team
- Member of Student Christian Club
- Awarded Floating Performance Cup
Entrepreneurial and Small Business Operations -
01.2005 - 12.2005
- Completed professional development in Entrepreneurial Studies
Skills
Customer Escalation Management
Incident Management
Teamwork and collaboration
Attention to detail
Analytical thinking
Incident management
Application support
Performance analysis
Certification
Tips for Writing Business Emails
Awards
Top Sales Performance: Talk time record across all departments ( Commercial SA - 2016)
Long Service: Vodacom Campaign (2010 - 2014)
Timeline
NOC Analyst (Network Monitoring & Optimisation) - Sintrex
05.2024 - Current
Escalations Engineer - Webafrica
09.2022 - 04.2024
Technical Support Agent - Webafrica
10.2020 - 09.2022
Technical Support Representative - iiNet
05.2019 - 10.2019
Collections Administrator - Prodigy Finance
09.2017 - 06.2018
API Support Engineer - Mastercard
09.2013 - 06.2015
Data Consultant - Vodacom SA
06.2010 - 09.2011
East Cape Midlands TVET College - Entrepreneurial and Small Business Operations,
01.2005 - 12.2005
Strelitzia High School - Matric, High School/Secondary Diploma Programs
01.2002 - 01.2006
CPUT - Bachelor of Information Technology, IT Network Engineering
Cape Peninsula University of Technology - Bachelor's Degree, Electrical and Electronics Engineering