Kutumela - Network Operation Center Agent - Centurion, South Africa

Kabelo Kutumela

Centurion, South Africa

Summary

I’m an extremely energetic, enthusiastic and self motivated individual with first class interpersonal and communication skills at all levels and who quickly develops rapport with all those I have contact with. I have excellent organizational abilities, am honest, dedicated and trustworthy.

Services

Network Operation Center Agent

Work History

IT Service Desk Agent / NOC Engineer

Smart Classroom Technology

From April 2014

Description of Duties:
- Provide support for all Information Technology products and services. Support includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
- As a NOC Engineer we analyze problems, perform troubleshooting,
- Communicate with site technicians and other NOCs, and track problems through resolution. When necessary,
- NOCs escalate problems to the appropriate stakeholders. For severe conditions that are impossible to anticipate, such as a power failure or a cut optical fiber cable, NOCs have procedures in place to immediately
- Contact technicians to remedy the problem. Primary responsibilities as a NOC personnel included Network monitoring Incident response Communications management Reporting

I.T Service -Desk Support Technician

Gijima Technology People

January 2012 - February 2014

Responsibility:
- Providing helpdesk support and resolve problems to the end user's satisfaction
- Monitoring and responding quickly and effectively to requests received through the IT helpdesk
- Monitoring Service Desk for tickets assigned to the queue and process first-in first-out based on priority. Modify configurations, utilities, software default settings, etc. for the local workstation
- Utilize and maintain the helpdesk tracking software and Documentation of internal procedures
Assist with onboarding of new users.
- Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
- Installing, testing and configuring new workstations, peripheral equipment and software
- Maintain inventory of all equipment, software and software licenses
- Assigning users and computers to proper groups in Active Directory
Performing timely workstation hardware and software upgrades as required

Company: EOH Managed Services

I.T Service -Desk Support Technician

City of Tshwane

February 2010 - December 2011

Responsibility: Effectively, professionally, and respectfully represent other Information Technology staff members, teams and their services to the client community.

- Provide support for all Information Technology products and services. Support includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
- Determining the most effective manner to resolve client's technical issues. Engaging in research and in-depth troubleshooting to resolve technical issues. Consulting with full-time staff when necessary.
- Recording required customer and problem information in the REMEDY Call Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
- Resolving Level 1 work orders and/or Elevating complex and/or high priority problems to the appropriate support groups for resolution.
- Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
- Working on Help Desk related projects as assigned by supervisor.

Qualifications & Certifications

Technology

Boston City Campus - A+, N+

Lotus Gardens Secondary School

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