Kyle Jacobs Email & Phone Number

Cape Town, Wc, Za

City Of Cape Town, Western Cape, South Africa

As a Senior Service Desk Analyst, I ensure seamless operation of both in-office and remote workers' systems and applications. This includes maintaining an accurate inventory of IT equipment. When new laptops are needed, I leverage Intune for MDM and streamline the setup process through Autopilot. Once integrated into our system, I assign appropriate user groups to enforce policies and deploy necessary applications efficiently.Additionally, I handle typical Active Directory (AD) tasks such as password resets and account unlocking. I also facilitate user access to resources like Shared Mailboxes in MS Exchange and our on-premises exchange, along with mailbox delegation and shared drive access from file servers.Collaborating with the infrastructure team and many others, I contribute to various tasks and projects as needed. My daily operations involve utilizing admin portals like SharePoint, Intune, Azure, Office 365, Exchange, as well as managing servers. Moreover, I employ tools like Sophos and Mimecast for administrative purposes.

City Of Cape Town, Western Cape, South Africa

As a Second Line Analyst, I'm responsible for investigating and diagnosing complex technical issues raised by First Line Analysts or escalated from clients. Troubleshooting and resolving incidents that require more advanced technical knowledge and expertise. Assessing the severity and impact of incidents and determining the appropriate level of escalation to higher-level teams, such as Third Line Analysts or Technical Specialists, when necessary. On a daily bases depending on how busy it is I could get 18+- Incidents from L1 Support and I'm expected to resolve 9 of them per day. Issues range from MS365 issues to EU's unable to connect to VPN issues. I troubleshoot remotely using a support tool called LMI, for various issues, such as missing Excel files, mapping of network drives, not being able to connect to VPN, issues were user is unable to connect to AD network. I help adding Laptops back onto the domain, and with password syncing issues. Depending on the issue, I might have to edit the registry as I have admin access, or re-install applications. I assist with network issues resolving some by running windsock reset, DNS flush command amongst many other IP commands. At times I stand in as an incident manager where I will assign tickets to my colleagues according to the role they working on that specific day. My duties include installation and deployment of software via RDP manually, through SCCM, or contacting the user and installing it remotely. Subsequent to the above I work on Service Now , along with doing admin on AWS, Citrix , VMware as well as Endpoint systems such as Symantec and Checkpoint. Often we have pre written scripts to run to fixes for various issues, such VPN issues and Avaya softphone configuration. Part of my duties are to assist new hire training classes. I attend training meetings to assist new hires with any technical issues they might experience.

City Of Cape Town, Western Cape, South Africa

As a Senior Analyst at a Computacenter, I was responsible for providing guidance , support, and knowledge-sharing to junior First Line analysts, assisting in their development and enhancing their technical skills. Conduct training sessions on new technologies, tools, and processes for the team.On a daily I would receive about 20+- tickets to action all ranging from end users calling for advice and guidance, password resets, help login software request, unable to login to certain applications, network issues, EU needing help with network printers, or MS365 issues, outlook not opening emails not loading and some teams issues,. Excel Macros disabled . I had to ensure that everything with in my scope as an L1 analyst was covered before escalation to our L2 support team. I had higher KPI levels to achieve compared to juniors. KPI's such as adherence, call time, ACW amongst others and had to make sure I'm within the desired levels. Also had to make sure we action tickets accordingly to maintain and not breach SLA. Moreover, I actively contributed to the documentation of processes, procedures, and troubleshooting guides, ensuring the knowledge base is up to date and accessible to other team members at the time the ticketing System used was ITSM, we also started moving over to service now. I was not able to use much of it as a senior I was promoted to second line shortly after working as a senior. At the time I worked we worked with systems such as Citrix, and VMware, also for most remote troubleshooting we would RDP onto the devices we troubleshooted, it was our responsibility to determine if the device needed to be replaced if all troubleshooting was done and it still was not fixed. It was my duty to give recommendations to upgrade hardware or software if needed for example if a user was using lots of resource demanding applications like most of the M365 suite I would recommend that they upgrade to a 64 bit version to help them user more of the computer resources.

City Of Cape Town, Western Cape, South Africa

As a Junior Analyst at a Computacenter, I was responsible for assisting in the monitoring, troubleshooting, and optimization of clients' IT infrastructure and systems.In this role, I worked closely with senior analysts and technicians to ensure the smooth operation and performance of clients' networks, servers, and applications. I helped with AD administration, password resets and adding or removal off devices. On a daily biases I received about 20+- tickets to action all ranging from end users calling for advice and guidance, password resets, help logging software request, unable to login to certain applications, network issues, EU needing help with network printers, or MS365 issues outlook not opening emails not loading and some teams issues. I had to ensure that everything with in my scope as an L1 analyst was covered before escalation to our L2 support team. I had KPI's such as adherence, call time, ACW amongst others and had to make sure I'm within the desired levels. My duties were to make sure we action tickets accordingly to maintain and not breach SLA.

City Of Cape Town, Western Cape, South Africa

As a customer support representative iiNet, I was responsible for providing exceptional service and technical support to customers for their internet-related issues. My main duties revolved around answering customer inquiries, troubleshooting and solving technical problems, configuring internet settings, and ensuring customer satisfaction. In this role, I demonstrated excellent communication skills, as I interacted with customers via phone, email, or chat to understand their concerns and provide effective solutions in a timely manner. I was adept at patiently guiding customers through troubleshooting steps, explaining technical concepts in a simplified manner, and offering alternative solutions when needed. Additionally, I was skilled in accurately documenting customer interactions and technical issues in the company's database, ensuring that all relevant information is recorded for future reference or escalation purposes. I also worked closely with other departments, such as network engineers or billing specialists, to address more complex issues and ensure a seamless resolution process for the customer. Working in a fast-paced environment, I was able to manage high call volumes, prioritize tasks efficiently, and remain calm and composed while dealing with challenging situations. I was committed to providing excellent customer service and exceeding customer expectations by consistently delivering prompt and effective resolutions. During my last year at the company I was a floor walker taking escalations and helping my fellow colleagues by giving them advice or guidance. Overall, my goal was to ensure that customers had a positive experience with our ISP, feel supported throughout their troubleshooting process, and are ultimately satisfied with their internet service.