Zaycium Lemmert

Responsible for managing and maintaining the call system for over 1,000 users, ensuring seamless communication, minimizing end-user downtime, and optimizing business performance. Overseeing the first-line support team, ensuring tickets are efficiently addressed, processes are followed, and change control processes are implemented effectively.

Key Responsibilities:

System Management and Integration:

Manage and maintain call systems for over 1,000 users, ensuring high availability and performance.

Integrate telecommunications applications such as LMS, CSAT, Genesys, and 3CX to enhance communication efficiency and user experience.

Ensure compatibility and seamless integration of new systems and applications.

Support Team Oversight:

Supervise the first-line support team, ensuring all tickets are promptly addressed and resolved.

Monitor ticketing systems to track, prioritize, and escalate issues as needed.

Provide guidance and training to support staff to enhance their problem-solving abilities and technical knowledge.

Process and Change Control Management:

Ensure that all support and operational processes are consistently followed, and improved where necessary.

Manage the change control process, ensuring minimal impact on business performance, and no end-user downtime.

Collaborate with stakeholders to assess risks, communicate changes, and ensure successful implementation.

Performance Monitoring and Reporting:

Monitor system performance, and generate regular reports on system health, support ticket trends, and user satisfaction.

Conduct root cause analysis for recurring issues, and implement preventive measures. Collaborate with cross-functional teams, including IT, operations, and business units, to align communication systems with business objectives.

• Oversee all IT affairs, optimize departmental cost-effectiveness, and ensure systems operate at their maximum potential
• E.g
• Easy clear, M-files, Dameware Remote, Xero, Vtiger, Microsoft server
• Implementation of various software application to improve sales and flow of work (Bark, SharePoint, Microsoft Office 365, Windows, OneDrive, PowerPoint) etc
• Design and deploy review forms
• Perform system updates and updates to new versions of OS and application software
• Provide remote support to users within the company related to all Microsoft applications
• Liaise and implement strategies to better the ways of communication via Teams and provide training
• Managing the Voice, Data, CCTV Access control and OA within the company
• Update security measures in the network
• Deploying and implementing PCs, Printers, laptops and tablets

• Execute projects following installation procedures, prioritize health and safety protocols, and ensure the installation team meets standards and utilizes resources effectively
• Deploy Microsoft 365 platform and provide remote support to clients related with all Microsoft applications, MS Office, Exchange, Windows
• Perform system updates and updates to new versions of OS and application software
• User administration setup
• Configure all telecommunication connectivity according to client proposals
• Provide remote support for telecommunications and data connectivity, addressing tickets logged remotely
• Detect and resolve network irregularities in demanding environments, showcasing problem-solving abilities and conducting root cause analysis
• Possess a full understanding of VoIP solutions and how networks operate, particularly concerning Voice, LAN, WAN, Cisco firewall, and CCTV infrastructure
• Configure Wi-Fi cloud key controllers and access points
• E.g
• Unifi, Cisco, TP link
• Perform backup and disaster recovery
• Offer training and support on various telecommunication products to relevant users
• Yeastar, Porta, ECN, 3CX, Samsung
• Escalate and conduct changes on network in order to resolve all Voip and Data issues
• Conduct site visits to address programming changes or concerns related to telecommunication and data infrastructure
• Implement and configure MikroTik routers, manage Fibre activation and handover (FTTH/FTTB), configure wireless links, firewalls, and LTE as last mile connectivity
• Setup Sunsynk inverter applications for remote monitoring
• Setup of access control

• Manage Projects assigned and meet deadlines, including conducting site inspections, addressing sundry requirements, and overseeing the installation process
• Maintained the telecommunication infrastructure at various sites, ensuring the SLA standards are met
• Standard practice of telecommunication and network infrastructure installations
• E.g
• Yeastar, Yealink, VBX, Panasonic, Huawei
• Perform backup and disaster recovery
• Experience in Voice over Internet Protocol (VoIP) technologies, including IP Telephony and SIP connectivity
• Implemented and design network diagrams
• Covering aspects such as VPN, TCP/IP, DNS, and DHCP
• Configuration and servicing of various vendor products including Cisco, FTTB/FTTH, Patton, LTE, ADSL, SIP, wireless VOICE/INTERNET solutions
• Attending to faults and scheduled maintenance of Telecommunication Networks, tickets logged and provided remote assistance, when necessary as well as conducted site visits, faults