Summary
Overview
Work History
Education
Skills
My Path Forward
Personal Information
Software
Timeline
Generic
Werner Stassen

Werner Stassen

ITOC Team Leader
Bellville

Summary

I am a ITOC Team Leader with 4 years of experience working in the network monitoring field. I am process driven and well versed with a fast-paced SLA oriented environment. I am eager to advance my career and knowledge in the field of IT and would like to broaden my horizons in the Cloud support field.

Overview

6
6
years of professional experience

Work History

ITOC Team Leader

Sintrex
09.2022 - Current
  • Managing and collaborating with team members.
  • Managing unresolved issues escalated by Operators.
  • Escalating further unresolved issues and client requests to management and relevant teams.
  • Upholding and implementing company policies within the team.
  • Providing custom alarm viewer reporting when requested.
  • Maintained overall safe work environment and enforcement of safety procedures.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Testing of SOP documentation and processes.
  • Taking responsibility for the development of SOP documents on a knowledge and operational level.
  • Cross-training team members on new and existing clients.
  • Setting up and advising of How-to Documents
  • Assisting with team capacity and management.
  • Continuously improving monitoring of client's infrastructure, according to SLA.
  • Generated reports detailing findings and recommendations.
  • Fostering a positive work environment within a team dynamic.
  • Mentoring new starters and team members, identifying strengths and providing constructive feedback for continuous improvement and service delivery.
  • Maintaining handover documentation, ensuring other Team Leaders are updated on daily process, policy and client requirement changes.

ITOC Operator

Sintrex
08.2021 - 09.2022
  • Proficiency with internal network monitoring solutions.
  • Analyzing and escalating various fault, performance and availability events.
  • Analyzing and prioritizing of various events throughout the shift.
  • Daily monitoring of various clients.
  • Adherence to various strict SLA's.
  • Managing mailboxes.
  • Escalating issues to Team Leaders.
  • Updating existing ServiceNow tickets and logging new tickets on multiple ServiceNOW platforms on a client-by-client basis.
  • Health Checks (Excel documents and linux command line).
  • Shift duties including but not limited to: Interrogations, responding to client requests, handover procedures and general tidiness of the office space.
  • Stand-in duties and responsibilities for absent Team Leaders.
  • Adherence to various SOP's with frequent updates.
  • Collaboration and knowledge sharing in a team environment.
  • Conducted training for new operators.

Intern

Sintrex
05.2020 - 08.2021
  • Excel
  • Protocols and Concepts
  • Inter-Networking and Subnetting
  • Cisco Basics
  • Ubuntu Desktop and Server
  • Linux Basics
  • Virtualization Basics

Intern

Western Cape Government
03.2019 - 03.2020
  • Attending meetings and taking minutes.
  • Skill sharing with other Interns.
  • Maintaining a Service Desk (BMC).
  • First-Line Desktop Support
  • Cable management (pulling, crimping and trunking).
  • Client interaction and correspondence.
  • Troubleshooting up to layer 2, limited exposure to layer 3 troubleshooting.
  • Cisco Basics

Education

NQF 4 Technical Support -

On The Ball College
11-2022

High School Diploma -

Jan Van Riebeeck High School
Cape Town
04.2001 -

Health And Safety Representitive -

Dynamikos
Bellville, South Africa
04.2001 -

Skills

    SOP adherence

    Problem-solving

    Daily workflow improvement

    Process improvement

    Analytical thinking

    Service level agreements

    Adaptability

    Issue resolution

My Path Forward

  • AZ-900
  • AZ-104
  • LPIC 1&2

Personal Information


  • Age: 24
  • Date of Birth: 02/05/00
  • Gender: Male
  • Marital Status: Single

Software

ServiceNOW

Cisco

Linux

Azure

Timeline

ITOC Team Leader

Sintrex
09.2022 - Current

ITOC Operator

Sintrex
08.2021 - 09.2022

Intern

Sintrex
05.2020 - 08.2021

Intern

Western Cape Government
03.2019 - 03.2020

High School Diploma -

Jan Van Riebeeck High School
04.2001 -

Health And Safety Representitive -

Dynamikos
04.2001 -

NQF 4 Technical Support -

On The Ball College

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Werner StassenITOC Team Leader