Mpho Theko Email and Phone Number

As a Managed Service engineer in the the Network field my responsibilities are to provide a high-level, high-quality service assurance role to our corporate clients, in the Customer Services Operations Centre.-First line Network troubleshooting i.e Troubleshooting ME1200,Merakis, Cisco router replacements. Identify problems and errors before they impact a client’s service.Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN-Assist with failing traffic over to backup links, investigating routing protocols BGP,OSFP. - Monitors client infrastructure and solutions.- Adherence to the ITIL process.- Lead and manages all initial client escalation for operational issues. Contribute to the change management process by logging all change requests with complete details for standard and nonstandard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.-Vendor management, reporting of all incidents to relevant parties. -Fault Management update on ITSM / Service now.- .Provide second level support to all incidents, requests and identify the root cause of incidents and problems.-Cross collaborating with other teams and clients for extending support.-strong customer service orientation and awareness of service level agreements-Ensuring that the operational deliverables enable cost effective, client centric delivery that meets SLAs.

I was a Tier 1 Engineer -Supporting and fault problem handling for WAN technologies: MPLS, Satellite, ADSL, GPRS/3G, etc.- Adherence to the ITIL process.-Responsible for resolving network related faults and services requests for IS customers.-Supporting, maintaining and troubleshooting client's specific MPLS based networks, including ISP and telecom related services.-Assisting clients with new requests and doing first tier support (CISCO Router troubleshooting replacements and reconfiguring of CISCO Routers).-Vendor management ,Co-ordinating with Vendors, IE Telkom, Neotel Etc for faults resolving.-Responding to incoming service requests- Collaborating extensively with peers and other teams within IS to drive problem resolution-Showing initiative and being proactive in finding ways to work smarter