Edmund Cloete

Objective – IT Help Desk Support Specialist

I am a analytical and meticulous IT Desktop and Application Support Specialist with over 2

Decades of professional experience. Highly proficient and providing business with the best IT

support services from a help / support desk perspective. A team leader who has exceptional

Communication and interpersonal skills to cope with any situation and a deep respect for

dead-lines and SLA agreements as per business policy and requirements. Totally adaptable to

change. Work extremely well with cross functional teams. I posses a high level of multi function

abilities. Fully hands on. Strategic and good presentation Skills.

Personal Information

DOB: 29 June 1967

Nationality: South African (Birth)

Email Address: adjwru@r.postjobfree.com

Mobile Number: +27-76-426-****

Residential Address: 24 First Street, Maraisburg, Roodepoort, Gauteng

Languages: English, Afrikaans

Driver’s Licences: Light Motor Vehicle Code B

Link: https://www.linkedinn/edmund-cloete-9ba2a931

Skills

• Individual and Teamwork

• Problem-Solving, analytical thinking

• User / Customer service orientated

• Leadership and punctuality

Work Experience

Vodacom Midrand: Senior IT Installation and Support Engineer

From 01 December 2019 to 28 February 2020

Job Type: Contract- Project 3 Months

Duties: Upgrading 400 Windows 2007 machines to Windows 10 and office 365. Installation of new Windows 10 Desktops and Laptops. Backup user data to one drive, Upgrade Machine and restore all user data and applications, map network drives and printers. Support all 2nd and 3rd line calls logged on service desk. Installations of new applications as requested.

Training new staff members on the system and internal applications.

Participate in daily scrum meetings.

Supervise the day-to-day operations of the Service Desk, ensuring SLA's & KPI's are met in line with agreed working practices.

Coordinate IT Services Administrators and Desktop Engineers on the delivering quality technical services.

Manage Priorities and Input into the technicians daily tasks.

Identify and specify improvements in the Service Desk System ensuring minimal downtime.

Reason for Leaving: First Phase of Contract completed, put on hold due to Covid-19

First Rand Group – NetsureIT- IT Installation and Support Engineer

From March 2018 to July 2019

Job Type: Contract- Project

Duties: Upgrading 1700 Windows 2007 machines to Windows 10 and office 365. Installation of new Windows 10 Desktops and Laptops. Backup user data to one drive, Upgrade Machine and restore all user data and applications, map network drives and printers. Support all 2nd and 3rd line calls logged on service desk. Installations of new applications as requested.

Training new staff members on the system and internal applications.

Participate in daily scrum meetings.

Supervise the day-to-day operations of the Service Desk, ensuring SLA's & KPI's are met in line with agreed working practices.

Coordinate IT Services Administrators and Desktop Engineers on the delivering quality technical services.

Manage Priorities and Input into the technicians daily tasks.

Identify and specify improvements in the Service Desk System ensuring minimal downtime.

Reason for Leaving: Contract completed

CEB Maintenance - IT Installation and Support Engineer

From January 2017 to October 2017

Job Type: Contract

Duties:

Installation and support of Point of sale equipment at various retail stores, Pick n Pay, MR Price, Clicks Pharmacies, Truworths, Legit and Spar

Training of employees at the various retail stores on operation of equipment.

Participate in daily scrum meetings to identify any problems arising from project.

Manage Priorities installations as assigned.

Reason for Leaving: Contract Expired

Brightstar International

Position: MS & HP IT Administrator/Desktop Support, Application Support

Job Type: Permanent

From December 2010 to December 2015

Duties

Monitor various clients network and server environment. Microsoft Dynamics, ARS and rectify any errors and problems that occurs on all MS Server 2003, 2008. AD Administration, creation of new users, new computers and adding to the laptops to the Brightstar domain. Ensure AV on all laptops is up to date and all Microsoft Required and Security updates are implemented on a monthly basis. Installation of local and network printers.

Roll out and setup of all new laptops using SCCM for imaging with the company standard Operating System and applications.

Platforms, Applications supported:

1.Windows XP, Windows 7 Enterprise and Professional

2.MS Office 2007, 2010, 2013.

3.In house, Solomon and AX Financial applications, Avio Portable phone configuration and setup for Nigeria and Cameroon.

Complete calls logged on service desk (Sysaid) within SLA. Conform to policies and procedures implemented by clients and adhere to it. Implementation of new hardware and software for all new users, configuration of new and used HP Laptops and distribute to London, Dubai and Nigeria. Manage and implement projects at clients (MTN)

Maintain and update Asset register for proper costing to the different regions with in EMEA (East, Middle East and Africa)

Daily and weekly reports supplied to management and clients to ensure process control.

Timesheets and leave administration for all IT staff.

Maintenance and the usage of the generator (diesel etc)

Biometric access control.

Facility Management on all infrastructure.eg: Generator ups, air-conditioning, conference facilities. (Webex)

Reason for Leaving: Retrenched South Africa Office closed down.

Mthombo IT Services - EOH

Position: MS & HP Systems Administrator/Desktop Support, Application Support Specialist and SCCM Administrator

Job Type: Contract

From February 2010 to November 2010

Responsibilities/ Duties

Monitor various clients SARS, Lesotho Revenue Services network and server environment using MS Operations Manager (SCOM) from a central point. Analyze and rectify any errors and problems that occurs on all MS Server 2003, 2008 Platforms, Applications supported: Forefront, DPM, SCCM, Exchange. Complete calls logged on service desk within SLA. Conform to policies and procedures implemented by clients and adhere to it. Implementation of new hardware and software at various clients on Enterprise level. Manage and implement projects at clients.

Daily and weekly reports supplied to management and clients to ensure process control.

SCCM:

Plan and implement SCCM in a work environment. Utilizing SCCM to distribute all software and updates required by the client, e.g.: Anti Virus, Security updates. Create packages for various software products for roll out to client environment. Create customized reports for management and client.

SCOM:

Create customized alerts and reports to all Servers and workstations in environment. Utilizing SCOM to rectify and return feedback on status.

Manage all servers from central point.

Reason for Leaving: Resigned

Rand Merchant Bank – Dimension Data Outsourced

Position Systems Administrator/Desktop Support, Application Support Specialist and SCCM Administrator

Job Type: Permanent

From May 2007 to 30 Jan 2010

Responsibilities and Duties: Systems Administrator / Desktop Support:

Daily Active Directory Administration on account and group management, directory structure and general server health checks and Backups.

Build and configure new servers on a 2003 environment. Ensure AV and MS Security patches are implemented before the live environment. Run daily scans on all production servers to ensure security patches are implemented and active. Run daily AV scans to ensure correct version is installed. Plan and execute all upgrades of servers within the environment as per company policy and procedure.

Report daily on any inconsistencies. Second line support for all escalated calls.

Compile new policies and procedures for all new applications and tasks.

Liaise with vendors and clients for ultimate performance and satisfaction.

Report all irregularities to management on daily basis.

DR implementation and Regular testing in case of failover.

System Centre Configuration Manager (SCCM) - Administrator

Implementation and roll-out of SCCM to Business. Deploy all Microsoft Security Updates to all Workstations and Servers as released by MS using SCCM. Deploy Operating systems to all Workstations and Notebooks using SCCM and Altiris. Deploy all Applications to all Servers and Workstations using SCCM and Altiris. Update all Anti-Virus to all Serves and Workstations. Reporting for all software licences. Reporting of all assets to Procurement Manager.

Liaise with vendors for any problems not resolved and for any new processes to implement to benefit business.

Active development and support to Disaster Recovery Site and regular internal testing.

Support all calls logged on Service-desk call logging system within required SLA.

Allocate calls on priority basis to support staff to ensure minimal downtime.

Maintenance and support on all Video/ Telephone conference and presentation facilities throughout the business. (Vendor-Omega )

Setup of all new wireless clients on wireless network within business.

Training and assistance to all new and younger support staff.

Team member for the group on the migration from Lotus Notes 8.5 to an Exchange 2007 environment.

Reason for Leaving: Resigned

BCS-NET-City Power

Position: Senior Systems Administrator

Job Type: Permanent

From July 2003 to March 2007

Responsibilities/Duties:

Administration on 12 Windows 2000 server Environment.

Active Directory and Exchange 2000 in a cluster environment.

Management and Administration of all user and group accounts.

Administration of Exchange mailboxes and quota management.

Administration and management of the Anti-Virus server (Mcafee 8.0)

Adminstration of the MRS (Fax) Server

Administration of the Windows SUS server (windows security updates)

Administration of the Exchange Mail Marshall server (mail monitoring)

Administration of user home directories.

1.Daily tasks include system health checks on all servers.

2.Ensure all daily back-ups has been successful.

3.Ensure Antivirus and SUS updates has been deployed to all servers and W/S.

4.Monitoring of all incoming and outgoing mail on mailmarshall

5.Check the process on the fax server for all incoming and outgoing faxes.

6.Daily reports to Management.

7.Training to new and fellow staff.

Reason for Leaving: Resigned

Sagem – Nigeria North Africa

Position: Senior Systems Administrator and Project Manager

Job type: Contract

From: May 2002 to March 2003

Duties and Responsibilities:

Installation and implementation of all new Dell servers and Workstations on a windows platform. In rural areas of Nigeria.

30 Windows 2000 Servers with a central Ad and Exchange.

220 Windows NT 4 based workstations. 150 Dell Printers.

Configuration of 3com hubs/switches.

Daily and weekly eports on progress of project.

Training of 1500 Nigerian citizens, in their local areas.

Reason for Leaving: Contract Completed

MTN – South Africa

Position: Senior Systems Administrator and Project Manager

Job Type: Permanent

From: September 1997 to March 2002

Duties and Responsibilities:

Software Installations to all workstations and notebooks.

All printer installations.

Support to all IT helpdesk calls logged and completing within SLA.

Installation and updates of Anti Virus.

Management of all backups (Arcserve) on live production Servers.

Weekly and monthly reports to management.

Training and assistance to new and fellow workers.

Asset management and control of all computer equipment.

Reason for Leaving: Resigned

Commercial Union Insurance

Position: Senior Systems Administrator and Project Manager

Job type: Permanent

From : June 1986 to July 1997

Duties and Responsibilities:

Running daily, weekly and monthly batch jobs (mainframe based)

Running daily security jobs (mainframe)

Printing reports on high volume printers and distribution to various departments within the company.

Requests for installation on all new Telkom data lines for the various branches.

Installation and support of all new pc equipment Windows 95

Assist and support of setting up a helpdesk for the IT group.

Asset management control for all new and existing equipment.

Training and assistance to current and new employees.

Reason for Leaving: Resigned

Education

Grade 12 Matric

Institution: Riverlea Secondary

Completion Date: November 1985

Subjects: (English, Afrikaans, Mathematics, Biology, Geography, History)

MCSE NT4 Certification- Training Connection

Completion Date: August 1998

A+ Plus Certification- Training Connection

Completion Date: June 1999

Microsoft Office Certification- Training Connection

Completion Date: August 2000

Windows 2000 Professional Server Administration- CS Holdings

Completion Date: June 2002

MCSE 2000 Certification- CS Holdings

Completion Date: August 2002

Windows 2000 Network Design amd Implementation CS Holdings

Completion Date: December 2003

Compaq / HP ASE Certification- HP- South Afica

Completion Date: May 2004

SCCM 2003 Certification- Torque IQ

Completion Date: August 2005

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