Thomas Duggan

• Company Profile: http://www.fcasouthafrica.co.za/
• IT Network Support for several brands in the automotive industry
• Lead a team of 6 Technicians
• Standardized IT equipment on every client's project.
• Assured all SLAs reached.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Started as Senior IT Support Engineer;promoted to Team Leader beginning of 2019
• Responsible for the IT Infrastructure for Stellantis South-Africa, insuring all region KPI's reached & reporting back to the Head of IT on Projects & Daily Operations.
• Management of in-house technical staff
• Coordinate technical meetings
• Assigning technical resources to specific jobs, based on skillset
• Managing the Helpdesk to meet agreed timelines
• Report to Executive management team
• Project Management on all projects meeting strict deadlines
• First contact for customer complaints regarding any technical performance or problems
• Escalate user complaints to Executive Management when needed
• Ensure all daily maintenance completed on client's servers
• Account Manager on all third parties
• Liaise with third parties as and when needed
• Responsible for all IT Infrastructure
• Responsible for POPI & SOX Compliance on IT Infrastructure
• Microsoft Technologies (On-prem and Cloud)
• Client Operating systems & Applications
• Windows Server Operating systems & technologies
• Hyper V
• VMware
• Active Directory
• Group policies
• DNS & DHCP
• WSUS
• Office 365 Hosted Exchange -SharePoint & Microsoft Teams
• Corporate Antivirus Management
• DWH Hosted Self-Managed Servers
• Corporate Backup solutions
• File and Print Server Administration
• Firewall Knowledge and implementation
• Network Infrastructure troubleshooting and Monitoring
• Conducted regular reviews of operations and identified areas for improvement.
• Evaluated customer needs and feedback to drive product and service improvements.

• Company profile: https://www.firsttech.co.za/about
• Company designed to improve end-user experience by providing integrated support services through technology experts.
• Network support in the payment and switching business in providing integrated payment and value-added services to retailers.
• Responsible for the tracking of the IT helpdesk of company's network by ensuring that all client helpdesk tickets assigned to the networking team where resolved in time.
• Escalated emergency technical issues beyond knowledge to maintain optimum up-time.

• Company Profile Listing: https://www.callupcontact.com/b/businessprofile/mySupport/6742175

Management of two Junior Technicians

• Corporate Anti-Virus Management

• Responsible for IT infrastructure of clients

• Maintaining & Monitoring Backups for clients

• Meeting strict deadlines for clients

• Daily and Weekly Reports to Management

• Ensuring all maintenance are done successfully for all clients

• Diagnosed problems by applying technical knowledge and troubleshooting skills.
• Conducted tests of components and systems to evaluate performance and identify concerns.
• Performed troubleshooting and diagnosis on malfunctioning equipment.
• Installed new systems and parts with efficient approach.

NETWORK ENGINEER - INNERVATION

May 2015 to Sept 2015

• Innervation Value Added Services is a payment and switching business with over 15 years of experience in providing integrated Payment and Value-Added Services to retailers.
• Responsible for the smooth running of the company's

network, resolving all clients' helpdesk tickets within the team.

Dec 2013 - May 2015 - Three6five

WIRELESS TECHNICIAN

IP Networking experts and Internet Service Providers.

• Responsible for planning, execution and integration of

access points and controllers into our customer's network.

• Verify planning results with measurements taken on site.

• Compile detailed planning documentation for installation teams.

• Configure and Install all access point and controllers according to the planned network.

• Verify and audit all existing networks

• Assist with configurations and integrations of access switches during pop-up events