Andre Dlamini Email & Phone Number

Johannesburg Metropolitan Area

• Provided advanced technical support (2nd Level) to end-users, resolving escalated issues related to hardware, software, and network systems.
• Managed Active Directory, including user account creation, group policies, and permissions.
• Troubleshot and resolved network issues, including connectivity, performance, and security problems.
• Conducted system maintenance, updates, and upgrades to ensure optimal performance and security.
• Documented and tracked incidents and resolutions using ITSM/PSA tools, ensuring compliance with SLAs.
• Mentored and assisted Tier 1 support staff, troubleshooting and resolving complex issues and best practices, and providing guidance.

Dunkeld, Rosebank, South Africa

• Supervise and mentor a team of 8 helpdesk technicians, providing guidance and support.
• Managing escalated technical issues to ensure timely resolution.
• Identifying and implementing improvements in helpdesk processes to enhance efficiency.
• Tracking key performance metrics and prepare regular reports for senior management.

South Africa

• Assisted the IT Helpdesk Manager in overseeing daily operations of the helpdesk.
• Provided technical support for hardware, software, and network issues to end-users.
• Acted as the first escalation point for unresolved issues from 1st line support.
• Trained and mentored junior helpdesk staff, ensuring adherence to best practices.
• Managed user accounts and permissions using Active Directory.
• Utilized remote desktop tools to troubleshoot and resolve user issues remotely.

Centurion, Gauteng, South Africa

• Providing comprehensive on-site support for hardware, software, and networking issues across multiple locations, ensuring minimal downtime and high user satisfaction.
• Acting as Second-in-Command (2IC) to the IT Manager, assisting in the supervision, mentoring, and training of the IT support team.
• Handling escalated technical issues, coordinating with senior engineers and other departments to ensure effective resolution.
• Identify and implement improvements in IT processes and workflows, enhancing efficiency and service quality.
• Delivered on-site and remote support for a wide range of hardware, software, and networking issues, achieving a 90 % resolution rate.
• Installed and configured computer systems and peripherals.

Midrand, Gauteng, South Africa

• Providing comprehensive on-site support for hardware, software, and networking issues across multiple locations, ensuring minimal downtime and high user satisfaction.
• Acting as Second-in-Command (2IC) to the IT Manager, assisting in the supervision, mentoring, and training of the IT support team.
• Handling escalated technical issues, coordinating with senior engineers and other departments to ensure effective resolution.
• Identify and implement improvements in IT processes and workflows, enhancing efficiency and service quality.
• Delivered on-site and remote support for a wide range of hardware, software, and networking issues, achieving a 90 % resolution rate.
• Installed and configured computer systems and peripherals.

South Africa

• Providing comprehensive on-site support for hardware, software, and networking issues across multiple locations, ensuring minimal downtime and high user satisfaction.
• Acting as Second-in-Command (2IC) to the IT Manager, assisting in the supervision, mentoring, and training of the IT support team.
• Handling escalated technical issues, coordinating with senior engineers and other departments to ensure effective resolution.
• Identify and implement improvements in IT processes and workflows, enhancing efficiency and service quality.
• Delivered on-site and remote support for a wide range of hardware, software, and networking issues, achieving a 90 % resolution rate.
• Installed and configured computer systems and peripherals.

Randparkridge, Gauteng, South Africa

• Provide first and second line support for hardware, software, and network issues to end-users.
• Diagnose and resolve technical issues efficiently, maintaining high levels of customer satisfaction.
• Manage user accounts and permissions using Active Directory.
• Collaborate with third-line support and other IT teams to resolve complex issues.
• Utilize remote desktop tools to troubleshoot and resolve user issues remotely.
• Track and manage incidents using ticketing systems as Autotask

South Africa

• Responded to incoming support calls and emails, providing initial support and troubleshooting.
• Delivered first-line support to users, resolving a wide range of hardware and software issues.
• Escalated complex issues to second line support or specialized teams.
• Monitored system performance and reported any issues to senior IT SMEs.

South Africa

• Dealing with QTV screens which display DSTV picture, adverts, and content.
• Assisting with enabling the Teller system screens and control switches, Digital Signage and Broadcast
• Testing PCs and related equipment before dispatching
• Remote connection to sites and resolving problems via network.
• Working on a problem and seeing it to resolution.
• Recognize equipment that needs repair, replacing or adjusting.

Azure Fundamentals -Az 900, Cloud, Azure Cloud

Activities and Societies: Cloud

Ccna R&S, Information Technology

Ccent R&S

Comptia N+, Computer Systems Networking And Telecommunications

Activities and Societies: Networking

Comptia A+

Activities and Societies: I.T

Microsoft 365 Fundamentals-Ms 900