Davan Johnson Email & Phone Number

Cape Town, Wc, Za

Cape Town, Western Cape, South Africa

-Assist users remotely with incidents passed from Service Desk-Troubleshooting Network issues.-Troubleshooting Citrix Issues-Configure user accounts in Lotus Notes-Remotely assist users via SCCM-Assign incidents to Supports Teams after troubleshooting issues and unable to assist further.- Service Now incident management- Queue Management-Assist users with Avaya One X issues and configuration-Wipe old devices in Microsoft Intune after users receives new devices- Adding mobile devices in Intune

South Africa

Providing optimum support to customers as the first point of contact Answer and log inbound calls with SLA timeframe Queue Management on all existing tickets Correctly assigning calls to resolver teamsPerform a first line remote support function (Remote Desktop Tools i.e., LANDesk / Ivanti)Using Active Directory checking user group policies and adding certain policies to users.Installing and configuring certain applications and devices with commands and remote to user’s pc’s via the back end.Creating users on Safenet so they can access VPN from home.Active Directory to reset passwords Monitor and facilitate all open customer requests in the call workgroup Handle any follow up requests or escalation from customers Adhere to all processes and procedures Resolve incidents remotely where possible Doing printer installs and troubleshooting of both network and local printersAssist users with Microsoft Office 365 issues and reinstalls and repairs of applications (Word, Excel, etc) Accurately allocate incident to other areas of support Update customers on incident progression Communicate with resolver teams and 3rd party vendors

South Africa

Providing optimum support to customers as the first point of contact Answer and log inbound calls with SLA timeframe Correctly assigning calls to resolver teamsPerform a first line remote support function (Remote Desktop Tools i.e., LANDesk / Ivanti)Using Active Directory checking user group policies and adding certain policies to users.Installing and configuring certain applications and devices with commands and also remote to user’s pc’s via the back end.Creating users on Safenet so they can access VPN from home.Active Directory to reset passwords Monitor and facilitate all open customer requests in the call workgroup Handle any follow up requests or escalation from customers Adhere to all processes and procedures Resolve incidents remotely where possible Doing printer installs and troubleshooting of both network and local printersAssist users with Microsoft Office 365 issues and reinstalls and repairs of applications (Word, Excel, etc) Accurately allocate incident to other areas of support Update customers on incident progression Communicate with resolver teams and 3rd

Certificate, Mcdst ( International Certification )

Activities and Societies: •Supporting Users and Troubleshooting a Microsoft Windows XP Operating System (70-271) •Supporting Users.

Certificate, Comptia A+ ( National Certificate )

Activities and Societies: A+ Specialized A+ Specialized Hardware and Software

Matric, -Afrikaans -English -Mathematics -Biology -Physical Science -Geography

Activities and Societies: Played cricket and soccer Matric