•Operations 1.Minimize repetitive tasks through automation 2.Adhere to the required security practices, principles and processes 3.Monitoring and reporting on relevant KPI’s 4.Problem determination and solving as well as root cause analysis 5.Implement, maintain, configure and support of infrastructure and systems 6.Perform continuity administration and maintenance (Backup, DR, Replication) 7.Adhere to the change control process 8.After hour standby support 9.Implement and adhere to best practices guidelines policies and procedures 10.Compile and maintain all system and operational documentation 11.Compilation and maintenance of daily, weekly, monthly yearly processes and procedures 12.Participate in project delivery•Finance 1.Identify risks and opportunities and escalate accordingly 2.Awareness of product licensing implications 3.Housekeeping and the optimization and utilization of resources•People 1.Engage with appropriate training interventions to promote own professional development 2.Support effective team work•Strategy/Technology 1.Maintain, configure and support infrastructure and systems (product roadmaps, new versions)•Service Excellence 2.Effective communication and feedback 3.Pro-actively administer the environment to honour required service levels 4.Execute on request fulfilment 5.Build and maintain healthy collaborative partnerships with relevant stakeholders

PC RepairTrouble shooting of Microsoft ApplicationsSupport and Installation of Operating systems and other Microsoft packagesInstallation of Service PackTroubleshooting of Network problemsConfiguring of Computers on the networkReset user passwords on Business applications and DomainLog Service Desk queries and follow up on solutionsDo telephonic support for both head office and branch usersInstallation of Business softwareEmail configurations and troubleshootingSafeguard Call Centre IT resourcesSupport end-users both on field and remotelyBuild, administration, configuration and support of workstations,Administration of local network. Assisting support team with advanced technical support issues. Monitoring various servers.Responsible for Hardware and Software support of the workplaceAssistance in LAN related additions and changesDomain registration and managementCreating new email accounts (AD Profiles)Delivering support to hosted clientsDealing with overflow customer support callsMonitoring, supporting, configuring, maintaining, troubleshooting and reporting on McAfee antivirus, rightfax, SUS, Exchange tasks, AD, VPN Links, Symantec Backups. Assisting also with configuration of blackberry mail setup and 3G connectivity

1. Project Title : DNS I – Desktop UpgradesTechnician:Upgrading Win 2000 to Win XPUpgrading Office 10 to Office 11Installing Third Party ApplicationsInstalling Local and Networked PrintersConfiguring E -Mail AccountsInternet Access Settings Managing User Accounts and Passwords Joining New PC’s to the DomainAssigning Permissions and user rightsTroubleshooting general computer and Network problems.2. Project Title : DNS II – Server and Desktop Migration2nd line call centre support agent:To provide second line technical support telephonically or via remote access, to our clients. Administer second Line Support Folder. Call technicians on sites and provide second line troubleshooting support either telephonically or remotely. Update all calls logged in the second line support folder by logging a full description of troubleshooting & resolution close call or if unresolved escalate the call by assigning it to an engineer. Quality Control - Ensure that all calls logged in the second tiersupport folder are correctly logged . Make any corrections necessary.Engineer White Board - Update the Engineer white board daily to ensure helpdesk and technicians are aware of all current assignments. Follow-up on calls that are open, update calls & change the status of calls. Administer Sign-off Folder - Ensure that the sign-off folder is constantly updated. When a call is closed, up date the call with client comments & change the status to signed-off. If a client is unhappy with the resolution of a closed call, re -open& either re-assign or escalate the call. Clear Communication - Ensure that alltelephonic communication with client s is clear, and that your phone manner is professional and easily understood at all times