Diego Sinclair Email & Phone Number

• Provide HR management, leadership and coaching to the team• Determine individual goals, development and training plans and succession plans • Support various clients and stakeholders within the FirstRand group - Supporting end to end• Manage the team’s performance against relevant Service Level Agreements and KPI's• Delivery against business requirements/performance objectives/targets through stakeholder management and engagement• Review of processes, applications and… Show more • Provide HR management, leadership and coaching to the team• Determine individual goals, development and training plans and succession plans • Support various clients and stakeholders within the FirstRand group - Supporting end to end• Manage the team’s performance against relevant Service Level Agreements and KPI's• Delivery against business requirements/performance objectives/targets through stakeholder management and engagement• Review of processes, applications and management tools to ensure optimization• Ensure that all relevant documentation and processes exists and is updated• Vendor Management• Boardroom support and assistance Productive Me• SkyNext Equipment management and support• Form close working relationship with internal and external stakeholders• Monitoring • Telephony CommunixX – Call answering • Call management monitoring of Incident & Request • Quality Assurance - Telephony - Call logging management• Service Management across all franchises • Afterhours standby and support• Ensure compliance to Standard Operating Procedures (SOP)• Enforce the defined Incident Management practices• Ensure continuous improvements in the environment and drive efficiencies• Provide monthly reports to Manco• Financial management Show less

Randburg, Gauteng, South Africa

•Handling of incoming calls•Supporting the entire FNB users•Provide high level support on complex problem resolution.•Dealing with customers and users in a professional manner•Logging calls on ticketing system and liaising with the relevant areas•Follow up on assigned calls to ensure speedy resolution.•Where resolution is not possible, will escalate to the correct support groups within agreed OLA/SLA times.•Troubleshooting and identifying root cause •Closing… Show more •Handling of incoming calls•Supporting the entire FNB users•Provide high level support on complex problem resolution.•Dealing with customers and users in a professional manner•Logging calls on ticketing system and liaising with the relevant areas•Follow up on assigned calls to ensure speedy resolution.•Where resolution is not possible, will escalate to the correct support groups within agreed OLA/SLA times.•Troubleshooting and identifying root cause •Closing calls on ticketing system•Installing software applications on desktops and laptops•Troubleshooting to determine correct course of action•Priority to be given to certain tasks•Resources to be applied either in hardware or software •Remote desktop support Show less

Richmond, Auckland Park

•Hardware and software troubleshooting •Checks Meditech for all allocated tasks escalated and logged to them to determine workflow for the day to ensure optimal utilisation of resources.•Executes tasks in order of importance as indicated by supervisor and continue working on longer term projects to meet departmental objectives.•Captures progress and generate a completion report to enable status update on system to keep the business updated regarding status ofsystem… Show more •Hardware and software troubleshooting •Checks Meditech for all allocated tasks escalated and logged to them to determine workflow for the day to ensure optimal utilisation of resources.•Executes tasks in order of importance as indicated by supervisor and continue working on longer term projects to meet departmental objectives.•Captures progress and generate a completion report to enable status update on system to keep the business updated regarding status ofsystem availability.• Carries out installations, do troubleshooting and support complex application specific software to ensure continual system interface for allusers.• Make judgements whether to replace hardware or find a better way of getting the tasks completed• Make recommendations and escalate to get confirmation• Troubleshooting to determine correct course of action• Priority to be given to certain tasks• Resources to be applied either in hardware or software •Remote desktop support•Reconfiguring of new and existing hardware Show less

Kempton Park, Gauteng, South Africa

Hardware and software troubleshooting Morning and evening checks on the server room and network Responsible for the setup of new user’s system, i.e. creation on active directory, exchange 2013 and intranet Enabling user’s biometrics for building accessLiaising with third party vendors for third party related queries i.e. telephony/VoIP request, exchange and printer issues Installing software updatesAdding printers and other periphery equipment Remote desktop… Show more Hardware and software troubleshooting Morning and evening checks on the server room and network Responsible for the setup of new user’s system, i.e. creation on active directory, exchange 2013 and intranet Enabling user’s biometrics for building accessLiaising with third party vendors for third party related queries i.e. telephony/VoIP request, exchange and printer issues Installing software updatesAdding printers and other periphery equipment Remote desktop supportBreak/fix/Upgrade supportDetermining and installing appropriate security measuresProvide end-user support and problem resolution for desktop computers, thin clients, laptop/notebook computers, printers and other peripheral hardware, and software applications. Diagnose, classify, resolve, and assign technical and procedural issues. Utilize ticketing system to document work and facilitate communication with end-users and team members.Providing and managing day-to-day requests and IssuesReconfiguring of new and existing hardware Show less

Braamforntein

As an Intermediaries (Brokers & Financial Advisors) Help-desk technicianHandling of incoming callsDealing with customers in a professional mannerLogging calls on the Remedy System and liaising with the relevant areasTroubleshooting and identifying root causeIdentifying if call is technical or business relatedResolving all calls whether technical or business relatedClosing calls on the Remedy SystemConfiguring laptops and desktopsChecking to ensure that the… Show more As an Intermediaries (Brokers & Financial Advisors) Help-desk technicianHandling of incoming callsDealing with customers in a professional mannerLogging calls on the Remedy System and liaising with the relevant areasTroubleshooting and identifying root causeIdentifying if call is technical or business relatedResolving all calls whether technical or business relatedClosing calls on the Remedy SystemConfiguring laptops and desktopsChecking to ensure that the desktop/laptop has got the correct network configuration Show less

Braamforntein

As a Field TechnicianHardware and software troubleshooting Installing software updates Adding printers and other periphery equipment Remote desktop support Support of laptop, computer workstations and mobile devices Break/fix/Upgrade supportProvide end-user support and problem resolution for desktop computers, laptop/notebook computers, printers and other peripheral hardware, mobile devices, and software applications.Diagnose, classify, resolve, and assign technical and procedural… Show more As a Field TechnicianHardware and software troubleshooting Installing software updates Adding printers and other periphery equipment Remote desktop support Support of laptop, computer workstations and mobile devices Break/fix/Upgrade supportProvide end-user support and problem resolution for desktop computers, laptop/notebook computers, printers and other peripheral hardware, mobile devices, and software applications.Diagnose, classify, resolve, and assign technical and procedural issues.Utilize ticketing system to document work and facilitate communication with end-users and team members. Providing and managing day-to-day requests andissues Responsible for the setup of new user’s system. Reconfiguring of new and existing hardware Show less

It Systems Support Nqf Level 5, It Systems Support Nqf Level 5

Computer Architecture CA511 Network Architecture NA511 Project Management CIPM611 Intro to Cyber Security Essentials Advanced Server.

Information Technology

Courses Cisco IT Essentials: Hardware & Software CompTIA A+ CompTIA Network+ CCNA Routing and Switching

High School, 12

Subjects Completed English Home Language Afrikaans First Additional Language Mathematical Literacy Life Orientation Accounting Business.