An evolution of the previous role, the company’s service delivery departments underwent a modernization, the 1st Line Operations, Senior Network and Senior Unified Comms teams were restructured into dedicated Network and Unified Comms support teams within a Technical Services department. Both teams performing support & maintenance, as well as solution design & project implementation. Responsibilities were expanded to include the oversight of Senior and Specialist engineers.

Responsible for the managerial oversight of 1st Line Network and Unified Comms engineers within the Operations department. The network team being responsible to the maintaining of enterprise networking equipment, the UC team focusing on open source based telephony & call centre solutions.

Primary responsibilities included the supervisory oversight of 1st line operations engineers, providing technical guidance to said engineers, facilitating technical escalations from Operations to Senior Technical Teams, acting as an internal process escalation point and a client facing service escalation point.

Responsibilities included monitoring and maintenance of client enterprise network infrastructure using ITIL business practices. Technologies included Routers, Switches, AP’s, WLC’s, Firewalls, PABX’s and Call Managers. Monitoring tools included CA Spectrum and LogicMonitor. ITSM systems included Service Now and AutoTask.

Started in December 2012 and continued to work on and off during university holidays. Responsibilities included IT support and troubleshooting.

Support Technician Shadowing at Systech Computing. Took place during university holidays in April 2015 and June 2015. Activities included IT support and learning from more experienced IT professionals.