Network Engineer Desktop Support

CONTACT DETAILS

Home Address : **** ****** ******

P.O. Kwa-Xuma

1868

Mobile Phone :081*******

E-Mail : *****************@*****.***

PERSONAL DETAILS

Surname : Moluoane

First Name : Dimakatso

Nationality : South African

Home Language : South Sotho

Other Language : Tswana, Zulu, South Sotho and English

EDUCATION QUALIFICATION

School Attended : Cocekani High School

Highest Grade Passed : Grade 12

Subjects Passed : Biology

Physical Science

English

Afrikaans

South Sotho

Mathematics

Year Obtained : 1998

POST-MATRIC EDUACTION

Institution : ITTA (Pty) Ltd

Course : IT Technical Support

(Learnership Programmes)

Level : Level 4

Duration : 12 Months- November 2004 till November 2005

Syllabus : Network (N+)

- Network Installation

- Network Troubleshooting

- User Names Accounts

- Making Fly-Leads

- Cross-Over Cables

A+ Hardware & Software

- Building A Personal Computer

- Software Installations

- Pc upgrading

- Troubleshooting (Hard & Software)

Business Skills

- Book-Keeping

- Communication Skills

- Entrepreneurship

End-User Computing

- Microsoft Word

- Microsoft Excel

- Microsoft PowerPoint

- Internet & E-Mail

- Microsoft Access

Institution : Pc Training and Business College

Course : MCITP

Duration : 12 Months- Year 2012

Curriculum

- Managing and Maintaining a Microsoft Windows Server 2007

- Implementing, Managing and Maintaining Microsoft Windows Network Infrastructure

- Planning, Implementing, Managing and Maintaining Microsoft Windows Active Directory Infrastructure

- Installing, Configuration and Administering Microsoft Windows 2000 Professional

- Designing Security for a Microsoft Server 2003 Network

- Installing, Configuration and Administering Microsoft SQL Server 2000

Institution : Pc Training and Business College

Course : CCNA

Duration : 12 Months- Year 2014

In-service training

Company : Metro-rail

Duties - Helpdesk operator

- Logging calls on HEAT

- Making follow up on calls logged

- Making sure that the call is resolved

- Resetting users passwords

- Configuring users outlook

- Making sure that calls were resolved

within SLA.

- Communicating to users through e-mail

- Configuring user s outlook

- Assisting users on how to put a

- A signature on their email.

- Assisting users on how to archive their

emails

EMPLOYMENT

Company : Merchants (Dimension Data)

Position : Call Centre Agent & Training Assistant

Duration : 01 September 2005 till August 2007

Duties - assisting customer telephonically

- Logging of faults on Morpheus

- Irate customers management

- Making technical department aware if there is

any network problem

- making sure that i meet my KPI

(AHT 2 minutes, QA 100%, adherence 95%)

Training assistant

Duties - helping new recruits on their first week answering

Calls

- handling escalations

- listening to their calls and rating them

- giving them feedback on their overall performance

- making sure that they meet all the requirements to

pass their OJT

- making their time sheet

- allocating them on different teams

- assisting them with all the queries that they have

Company : University of the Witwatersrand

Position : IT Helpdesk

Duration : October 2007 till October 2008

Duties : Logging calls on HEAT

: Making follow up on the calls

- Assisting clients on how to access their internet

- Assisting them on changing the proxy settings

- Setting up users outlook

- Logging Oracle calls

- Resetting users domain passwords

- Connecting user s to the printers

- Archiving users emails

- Communicating to user through email

- Assisting them on how to access their emails

remotely

Company : National Health Laboratory Services

Position : IT Service Desk

Duration : 1 November 2008 till July 2010

Duties - Logging calls on the Oracle System

- Resetting passwords for Oracle and Windows

- Unlocking Novell accounts for users

- Logging calls that are send by fax

- Logging Disa related queries

- Creating internet accounts for users.

- Making follow-ups on calls that are logged and send to different departments.

- Unlocking Email and windows passwords

- Logging Novell related queries

- Logging Oracle related queries.

- Setting-Up email and internet for the user

Company : NBC Holdings

Position : Network Engineer

Duties - Configuring and managing Cisco Switches

- Configuring Juniper Switches

- Configuring HP Switches

- Setting telephone extension

- Configuring Cisco Routers

- Giving user access to make outgoing calls from the landlines

- Configuring phones on PABX

- Installing network points

- Installing phone points

- Connecting and managing user s VoIP phones

Configuring printers

- Configuring Microsoft Outlook

- Joining computers to the domain

- Internet connection and trouble shooting of LAN

- Installing Hardware and Software application

- Installing and updating antivirus

- Assisting users remotely and providing desktop support

- Receive and respond of incoming calls logged via e-mail to ensure that effective resolution to end-user issues is resolved.

- Assist with the installation, configuration and maintenance of all NBC workstations, including PC s, laptops and thin client devices

- Assist with the installation, configuration and maintenance of all NBC printers solutions

- Assist with the installation, configuration and maintenance of all NBC Standard software Applications

- Provide user training as and when required

- Assist with the installation, configuration and maintenance of external connectivity solutions (3G, VPN, desktop telephones, etc.)

- Maintain all NBC boardrooms at a high ICT standard

- Assist with the relocation of NBC staff when required

- Assist with the design, installation, configuration as well as maintenance of the NBC LAN and WAN solutions

- Assist with the configuration and maintenance of the PABX and Telephones solutions

- Ensure that all areas of responsibility complies with the NBC disaster recovery & business continuity processes (Including documentation)

- Assist with the installation, configuration and maintenance of the NBC E-faxing solution

- Assist the IT Infrastructure manager and Senior Network Engineer with ad-hoc tasks and projects as required

- Working on the project of Skype: creating usernames for users, giving them access and training

- Giving users VPN access and setting it up on their laptops

- Setting up 3G

- Setting up Bit locker for users and assisting them with the recovery key and resetting of Bit locker passwords

-Creating users on Mimecast, giving them training on how to access it, how to block emails, how to release blocked emails and sending/receiving of emails.

- Releasing emails on the exchange server gor users if they can't do it themselves on Mimecast.

- Assist with after-hour maintenance as and when required

Duration : August 2010 till August 2016

Company : Multichoice

Position : NOC Analyst

Duties:

Active monitoring of all Business critical systems

Troubleshooting of problems proactively

Tracking and logging of critical tickets on HP call logging system

Reporting requirements of all systems (availability, performance and outages)

Monitoring the performance and capacity of computer systems using a variety of tools.

Analysing and looking for hardware, software, and environmental alerts or malfunctions

Reporting requirements of all systems and platforms (daily, weekly and monthly)

Escalating calls that can t be resolved to the relevant department

Troubleshooting errors and escalating errors

Support maintain ongoing communication within the team and externally, to keep all stakeholders aware of any

Issues experienced.

Monitoring Oracle databases

Monitoring AppsDynamics to make sure that the customers can access the system

Maintaining customer s accounts, taking access to customers that didn t pay their accounts and opening the

Accounts after payment

Duration: March 2018-March 2019( 12 Months Contract)

Company : Council for Medical Schemes

Position. : Helpdesk Support

Duties :

- Providing end-user support on both hardware and software related problems to CMS employees daily, on the web-based helpdesk interface.

- Installing and configuring new end user computers and associated peripherals as needed.

- Pro-actively alerting the Network Manager / CIO when irregularities occur regarding end-user software and hardware; . Configuration, maintenance and update of tablet devices and laptops, MacBooks and Ipads.

- Logging, allocation, attendance and follow-up of IT service requests using the IT Service Desk application.

- Liaising with external suppliers regarding procurement of IT related goods as well as service level agreements.

- Monitoring, logging and making follow up of IT service request and ensure that standard service delivery is achieved.

- Upgrading Microsoft to Office 365

- Connecting users to the printer and scanners

- Moving and allocation of telephone extension on the PABX

- Creating and giving users access to make calls from their phones

- Giving users access to the WIFI

- Creating and giving users access cards

- Assisting users how to archive emails

- Setting up the boardrooms, making sure that the projectors are working.

- Making weekly checkups on the UPS to make sure that all is working fine.

- Giving users access to the boardroom booking system.

- Giving users access to the network drives.

- Making sure that the Access Points are working and giving enough signal for WIFI access to the users.

- Monitoring of our Switches and making sure that everyone is on the correct VLAN.

References

NHLS- Vanessa Lentsoane (Service Desk Manager)

Contact number : (011-***-****

NBC Holdings- Alex Mahlangu (IT Manager)

Contact number : (010-***-****/072*******

Multichoice -Tankiso Mphokane( NOC Manager)

Contact number: 011*******/+27-74-011-****

Council for Medical Schemes- Joseph Nong(Network Manager)

Contact number : 012*******/083-***-****

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