Thomas Lekoane Email & Phone Number

South Africa

▪ Account creation (AD)/Disabling account(AD)▪ PolyCom telephone troubleshooting: Assigning extentions to the phones: Updating Polycom systems▪ AVAYA: Troubleshooting Avaya phones:Assigning extentions on the phone▪ Configuring network (USB Printers) printers/Installing : Troubleshooting printers within the organizations: Assigning codes (private printing):WAN, LAN,WI-FI environment printer installation▪ Teams remote session troubleshooting▪ VPN connection setup according to the clients’ request▪ Prep of Desktops and Laptops (Imaging)▪ Patching /raising ticket for port configuration▪ Software application installation▪ Resolve or escalate requests in a timely manner▪ Providing 1st and 2nd Level investigation and diagnosis before escalating to 2nd Level and 3rd Level▪ Resolve users’ questions, problems and requests in the areas of hardware, software, OS, remote access, network issues.▪ Telephonic troubleshooting ▪ Escalating tickets to 2nd Level if the problem cannot be resolved in a given turnaround time and providing steps that were taken in trying to resolve the issue.▪ Email phone setup▪ Weekly server room checklist

City Of Johannesburg, Gauteng, South Africa

▪ Fixing and maintain desktops/laptops (deploying new equipment)▪ Provide investigation,diagnosis,resolution and recovery for hardware,Software problems.▪ Escalate unresolved issues to 2nd and 3rd Level in accordance with Helpdesk escalation processes.▪ Provide initial assessment of urgency and business impact on all support calls.▪ Maintain overall ownership of user’s issue and service ensuring that they receive resolution within a reasonable time frame.▪ Manage service requests, software installation, new computer setups, upgrades etc.▪ Record incident resolutions in Helpdesk Tool▪ Support MS Office products, printers, laptops, network copiers, LAN, WAN connectivity.▪ Ability to work independently and in team work▪ Ability to communicate well with internal and external contacts

City Of Johannesburg, Gauteng, South Africa

Desktop Engineer▪ Managing the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.▪ Tracking and managing IT assets (logical and physical) in accordance with IT operations policy and procedures.▪ Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies.▪ Utilizes the company service desk system to log, and close user incidents and requests.▪ Provision and maintain all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.▪ Provide level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.▪ Utilizes the company service desk system to log, and close user incidents and requests.▪ Participate in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.▪ Communicate prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.▪ Provide set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.▪ Resolve incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.▪ Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements

Johannesburg, Michigan, United States

▪ Account creation (AD)▪ Troubleshooting network connectivity, providing desktop support through telecommunication platforms▪ Monitor and attend to helpdesk support tickets▪ Service internal clients assisting with daily infrastructure needs ▪ Respond to e-mails and calls for assistance including required escalations for resolution▪ Resolve users’ questions, problems and requests in the areas of hardware, software, OS, remote access, network issues.▪ Answer and evaluate incoming telephone, voicemail and e-mail issues▪ Resolve or escalate requests in a timely manner▪ Troubleshoot AVAYA, ALCATEL phones in the call centers▪ Escalating tickets to 2nd Level if the problem cannot be resolved in a given turnaround time and providing steps that were taken in trying to resolve the issue.▪ Using remote tools to troubleshoot remotely▪ Printer troubleshooting WAN, LAN,WI-FI environment▪ Providing 1st Level investigation and diagnosis before escalating▪ Weekly server room checklist

Johannesburg, Michigan, United States

▪ Account creation (AD)▪ Troubleshooting network connectivity, providing desktop support through telecommunication platforms▪ Monitor and attend to helpdesk support tickets▪ Service internal clients assisting with daily infrastructure needs ▪ Respond to e-mails and calls for assistance including required escalations for resolution▪ Resolve users’ questions, problems and requests in the areas of hardware, software, OS, remote access, network issues.▪ Answer and evaluate incoming telephone, voicemail and e-mail issues▪ Resolve or escalate requests in a timely manner▪ Troubleshoot AVAYA, ALCATEL phones in the call centers▪ Escalating tickets to 2nd Level if the problem cannot be resolved in a given turnaround time and providing steps that were taken in trying to resolve the issue.▪ Using remote tools to troubleshoot remotely▪ Printer troubleshooting WAN, LAN,WI-FI environment▪ Providing 1st Level investigation and diagnosis before escalating▪ Weekly server room checklist

▪ Managing the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.▪ Tracking and managing IT assets (logical and physical) in accordance with IT operations policy and procedures.▪ Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies.▪ Utilizes the company service desk system to log, and close user incidents and requests.▪ Provision and maintain all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.▪ Provide level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.▪ Utilizes the company service desk system to log, and close user incidents and requests.▪ Participate in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.▪ Communicate prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.▪ Provide set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.▪ Resolve incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.▪ Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements▪ Escalates incidents to the appropriate IT operations resources in accordance with established procedure

City Of Johannesburg, Gauteng, South Africa

▪ Using SPICEWORKS attending to tickets logged▪ Assisting users telephonically, Remote assistance provided▪ Providing technical support to soft wares like PASTEL, BEAM▪ Setting up new machines, troubleshooting printers▪ Configuring phones (AVAYA, SHORTEL), setting up emails on users’ phones▪ Troubleshooting switches (DELL, NETGEAR), AP and routers▪ Configuring tablets (set up tablets)

City Of Johannesburg, Gauteng, South Africa

▪ Logging inbound and outbound calls▪ Assisting customers telephonically▪ Providing remote support in installing and configuring printers▪ Configuring wireless setup (Windows XP, Vista, Win 7 and Apple Mac▪ Remote assistance using LMI tool ▪ Fixing printers, faxes and copiers▪ Resolving customers queries and escalating as necessary within the agreed turnaround time▪ Making outbound calls by getting back to customers to find out if printers are working and attending to issues if needed be.▪ Guiding customers step by step on how to install the printers▪ Installing printers in companies remotely