André Le Roux Email & Phone Number

Cape Town, Wc, Za

Data Loss Prevention

London, United Kingdom

My role as a Support Engineer is to respond to level 1 and 2 support tickets within a timely manner and troubleshoot or escalate appropriately. This will include requests directly from customers, as well as tasks requested internally.Communicate with customers, product managers, developers, customer success team, sales team on product issues and product development. This role requires me to have broad technical Knowledge, ability to navigate SQL database and troubleshoot web and desktop apps with a good understanding of Microsoft Windows and web protocols. Be able to recognise new issues and to offer resolution within an acceptable time frame. Reporting bugs when no solution is available and updating the customer accordingly by managing the bug life span/rectification.• Responds to Customer Level 1 and Level 2 support Tickets.• Obtaining appropriate information from the customer to be able to investigate efficiently.• Investigates Level 2 Tickets and recognition of escalation to tier 3 & 4.• Liaising with Product & Development team to resolve the issue.• Manage Huddle user identity• Contributes to team understanding and business direction, participating in weekly team meetings.• Manage personal workflow within Zendesk – Pick up, work on and own support tickets until completion or escalation.• Query SQL database.• Configure Single Sign On for customers, and assist with trouble shooting.• Provision and distribute users using internal tooling.• Troubleshoot issues with Huddle apps (Windows, Mac, iOS, Android).• Comply to contractual SLA – Ensure tickets are responded to within agreed SLAs.• Reactive support on multiple channels including email, phone and chat.• Offers support technically and professionally to colleagues.• Help managing the Huddle support Knowledge Base (Write, review, update articles. Keep track of changes to the Huddle Knowledge Base).

United Kingdom

I re-joined the Pre-Sales team as a Solutions Consultant, this role is the same as a Presales Consultant but with the competency to design solutions and calculate Return on Investment (ROI) for Support Services.Key Deliverables• Functioning as a Cisco Specialist. • Work collaboratively with sales Account Managers / Directors to support the closure of new business opportunities on new and existing accounts.• Build personal and technical relationships with technical teams within the client base on a pro-active basis. Develop and maintain excellent relationships both internally and externally.• Production of Cisco hardware Bill of Materials (BoM) using the CCW tool.• Capture from target clients their hardware technology requirements driven by identified business needs and transfer this to the client via strong verbal, written skills.• Based on identified client needs provide technical and commercial qualification on new opportunities for global accounts, areas include: Hardware and Software Products and Services, Professional Field Engineering Services, Logistics.• Provide consultancy services internally and externally, areas include: Cisco Products and Services; Routing and Switching Solutions, ASA Firewall Solutions, Unified Communication Solutions, Mobility and Wireless Solutions, Data Center Solutions etc.• Write and develop ‘scopes of work’ and RFP proposals to document new opportunities negotiated and brief the relevant internal departments as part of a formal hand over process in readiness for project delivery, hardware installation, support and managed resourcing.• Development and delivery of solution commercials and cost models around equipment lists and services including ROI, margin and forecast projections for internal approval.

Century Falls, Century City, Cape Town

• To Assist the Transition Manager with operational management of the Transition workflows.• To provide technical assistance to the OSS Business Unit for Transition and Service • Administration• To assist the Head of Unit with Technical sales requirements.• Daily monitoring and management of the Transition workflow.• Assisting, as required, with Sales opportunities with a technical service requirement.• Assisting, as required, with Service Administration requests for technical part code and validation requirements• To ensure that all transitional activities are delivered observing and complying with relevant nscglobal procedures. Where possible, identifying and suggesting corrective actions to management to avoid any reoccurrence of exceptions.• To perform any other duties as defined by his/her manager.• To formally communicate and request assistance and guidance in a timely manner in situations where contractually, or where it is personally felt necessary, that escalation is required. • To liaise with other external departments where necessary to support their execution of nscglobal business.• To liaise with nscglobal customers for the purposes of on boarding new service contracts and communicating effectively nscglobal interfaces and processes.• To act as interface with the nscglobal Pre-Sales group, attending meetings and responding to requests as necessary.

Century Falls, Century City, Cape Town

• Production of Cisco Kit Lists and builds focusing on Cisco’s Borderless Networks• Verification & Validation of Cisco Builds.• Meet SLA requirements for Cisco Builds and quotes for Account Managers.• Work directly with distribution to ensure that Cisco builds are correct and delivered within set SLA’s.• Answer Customer and Account Manger queries and questions as well as offer advice and technical substitutions and recommendations.• Endorse and Promote the Cisco Solutions Team both internal and externally within nscglobal• Provide support on Tender documents, producing technical briefs on solution design and verification.

Cape Town, District 41 Building

Technical support, online servicing and fault reporting for broadband clients. Support broadband services such as ADSL, ADSL2+, Dialup and VOIP Configuration. Configuration of ADSL Routers, internet browsers, e-mail accounts and clients, Wireless auth. and securities such as (WPA/WPA2/WEP). Technical support for all tier 2 queries. Handling account queries (billing and invoices).

Cape Town Standard Bank / Telkom Towers

Technical support, online servicing and fault reporting for broadband clients. Support broadband services such as ADSL and Dialup. Configuration of ADSL Routers, internet browsers, e-mail accounts and clients, Wireless auth. and securities such as (WPA/WPA2/WEP).

Btec Level 3 Advanced Diploma, Network Information Specialist (Itnis)

PEARSON Level 3 BTEC Advanced Diploma CompTIA: Computer Hardware Management - (A+) Operating Systems - (A+) Linux Administration Wireless.

Certificate, Cisco It Specialist, College Certificate

CCNA 1 - Networking Basics CCNA 2 - Routers and Routing Basics CCNA 3 - Switching Basics and Intermediate CCNA 4 - WAN Technologies IT.

Cisco It Specialist Certificate

CERTIFICATE - CISCO IT SPECIALIST Curriculum Type: Cisco Accreditation: Accredited by College of Cape Town Cisco | CCNA • CCNA 1.

High School, High School Matric Certificate, Grade 12

Afrikaans: First Language English: Second Language Mathematics Physical Science Technical Drawing Welding and Metalworking