Lennon Naicker Email & Phone Number

New Plymouth, Taranaki, New Zealand

• Managing the creation, operation, and maintenance of evolutionary quality systems, as well as their eventual replacement• Primary link for administrators, customers, suppliers, and expert engineers throughout the system development process• Managing NICE Solution Suite for a contact centre with more than eight thousand users, including NICE Engage Voice Web Email Recording, NICE Workforce Management, NICE Realtime Analytics and NICE Voice Biometrics• Overseeing technical design and implementing new technologies• Providing maintenance and support to VoIP, servers and cloud• Performing as a strong leader of a cohesive team with strict enforcement of statutory regulations, quality standards, governance processes and compliance requirements

• Maintaining server operating systems in the region, including performing early morning checks• Creating snapshots on VM Ware• Adding extended disk space, higher CPU and additional memory when required• Creating and maintaining file shares• Supporting Cibecs backup agent• Patching using WSUS and SCCM• Maintaining data centres, monitoring backups, storage and alerts• Replacing server hardware• Provisioning new server VMs, 2008/2012 R2/2016

• Overseeing 1400 end users within a campus site• Providing third level support to level two and level three engineers• Consulting to business heads• Supervising, leading and training personnel• Leading and planning projects, delivering on service level agreements (SLA)• Dealing with daily- and vendor escalations• Attending and participating in vendor meetings• Asset management• Testing new hardware and software

• Providing onsite and remote support to all IT front-end devices• Reviewing and updating policies, processes and procedures• Supervising, training and mentoring personnel• Ensuring all fault and installation requests are completed within SLA specification of four hours• Escalating faults if required • Data entry and database management, maintaining accurate records• Installing and relocating IT equipment• Project management• Performing as a strong member of a cohesive team with strict adherence to health, safety and statutory regulations, service level agreements, quality standards, governance processes and compliance requirements

It Diploma

Itil Foundation 2011