Tlaku Sibeko
NOC Engineer
Summary
Experienced NOC Engineer with proven skills in system security and troubleshooting. In-depth understanding of IT systems and networks, working tirelessly to improve route performance. Interacts regularly with clients, documenting services provided and issues addressed.
Overview
7
7
years of professional experience
Work History
NOC Engineer
Brilliantel
02.2023 - Current
- Managed and monitored installed systems for highest level of availability.
- Assisted in capacity planning efforts, analyzing resource usage trends to ensure optimal allocation for future demand projections.
- Increased customer satisfaction by providing timely resolutions to client-reported issues and concerns.
- Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
First Line NOC Support
Liquid Telecom South Africa
01.2022 - 02.2023
- Closed first-time tickets quickly and met resolution volume requirements.
- Troubleshot routers, layer 2 and 3 switches, and network firewalls.
- Provide technical/non-technical phone support to customers
- Provide remote support and/or remote maintenance customers
- Control and follow up customer tick Level Agreement
- Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA
- Maintain and/or Update customer information in the Service Desk System (Service NOW)
- Participate and assist in driving knowledge management process
IT Help Desk Technician
Technologia Group
08.2019 - 11.2019
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Documented support interactions for future reference.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Assisted with updating technical support best practices for use by team.
Voice Technician
Voimar ISP
02.2019 - 07.2019
- Enhanced customer satisfaction with timely identification and resolution of complex technical problems.
- Supported business growth through the installation and configuration of new phone systems at expanding locations.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Reduced downtime for clients by providing expert troubleshooting and resolution of voice-related issues.
- Installed wiring, cabling and networking hardware on customer premises.
IT Technical Support Intern
Boston City Campus & Business College
11.2017 - 11.2018
- Documented support interactions for future reference.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed high levels of call flow and responded to students technical support needs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Diploma In Network Systems - Information Technology
Boston City Campus
Pretoria 04.2001 -
Skills
Service Level Agreements
Timeline
NOC Engineer
Brilliantel
02.2023 - Current
First Line NOC Support
Liquid Telecom South Africa
01.2022 - 02.2023
IT Help Desk Technician
Technologia Group
08.2019 - 11.2019
Voice Technician
Voimar ISP
02.2019 - 07.2019
IT Technical Support Intern
Boston City Campus & Business College
11.2017 - 11.2018
Diploma In Network Systems - Information Technology
Boston City Campus
04.2001 -
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