I was employed at Autoworld, the General Motors franchise in Zimbabwe, to handle support of their IT infrastructure. This included custom software, computers, printers and VOIP solutions. My role was to respond to queries in a timely and accurate manner and resolve queries to the user’s satisfaction.Key Duties:Responsible for diagnosing & resolving hardware, software & end users problems.Acting as the first point of contact for all IT & technical queries.Developing the infrastructure and systems to meet the company’s needs.Working within a TCP/IP network environment, including DHCP, DNS and ethernet.Rolling out of software updates and patches.Investigating specialist and complex IT support issues.Communicating with third party technical specialists.Configuring and managing backup & restore procedures.Maintaining a wide range of computer hardware and software programmes.Provide secondary support for LAN administration.In-depth knowledge of Microsoft Windows client operating systems, XP, Vista /Windows & Microsoft Office up to Office 2007.Key Skills and CompetenciesExperience in problem resolution & quality assurance procedures.Able to communicate IT issues to suppliers and non-technical staff.Ability to work well in a team environment.IT security experience including anti-virus / malware, encryption deployment.Experience of web content management systems.Key AchievementsImproved office communication and reduced cost by implementing a VOIP system.Improved the helpdesk management system.Developed a central dashboard for remote management of all company IT.Implemented an internet monitoring and filtering system.Improved company backup and disaster recovery.

Frampol is a company which provides internet services together with other supplementary services. The company was dynamic and had a supporting and vibrant culture. My key role as Senior Technician was to setup and install networks for customers. I was responsible for the installation and maintenance of IT equipment including (but not limited to) printers, scanners and workstations. Support for customers included a mixture of remote access and physical visits to customer sites to diagnose and remedy problems.Key Duties:Installation and support of telecommunication equipment.Maintaining a log of all problems detected and system backups.Diagnosis of desktop, application, networking and infrastructure issues.Experience of supporting a wide and varied client base. Troubleshooting PC’s, laptops and mobile devices.Providing support to end users.Administering the IT department’s policies and procedures.Responsible for maintaining backups and for project work such as new builds.Working closely with software suppliers to resolve operational issues.Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory management Exchange 2003/2007, Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall Configurations.Key Skills and Competencies Demonstrated:Excellent customer facing, communication and rapport building skills.Thorough understanding of computer and networking concepts.Able to prioritize in a complex, fast-paced environment. Key Achievements:Implement a job card system to monitor and prioritise workloads

My role at Realtime Africa was to provide advice, support and practical assistance to customers and technicians via the IT service desk telephone system and remote support software tools. I was responsible for logging and processing support issues via telephone or email whilst ensuring a high level of customer service. I was also responsible for maintaining the security and condition of customer equipment, keeping customers updated and technicians informed. Key Duties:Providing technical support, answering support queries via phone & email.Escalating calls and issues where necessary to senior managers & team leaders.Remote administration and management of customer premises equipment.Carrying out user administration and set up.Recording and actioning faults as reported on: PC’s, servers, laptops and mobile. Determining the nature of faults and the steps required to rectify it.Creating and maintaining customer database.Using remote access software tools to provide fault resolution and diagnosis.Creating and maintaining Microsoft Exchange email accounts.Maintaining Windows Server 2000, Active Directory and Backup ProcessesDocumenting and maintaining Help Desk policies and procedures.Responding to queries within agreed customer service levelsKey Skills and Competencies:Proficiency in the troubleshooting and resolution of all client queries. Good problem solving skills along with the ability to maintain calm under pressure.Basic understanding of PC hardware set-up and configuration.A methodical and structured approach to problem solving.