Remote support engineer
Resume:
Bhavesh Ramsumair Cloud / Server / Network Engineer
n ************@*****.***
n 166 South Rd, Walker Fruit Farms SH, De Deur, 1875, South Africa n Professional Summary
Dedicated and highly adaptable IT professional with 10+ years of experience in technical support, both in field and remote environments. Proven ability to resolve complex user issues, maintain enterprise systems, and deliver exceptional service. Skilled in remote desktop tools, system diagnostics, client-facing support, and Level 2 escalation processes. Seeking to leverage this expertise in a Level 2 Remote Support role within a dynamic, tech-driven organization.
n Core Skills
l n Remote Support & Troubleshooting (Level 1 & 2) l n Technical Diagnostics & Issue Escalation
l n Windows OS, Networking & Server Support
l n System Deployment & Maintenance
l n Active Directory & User Account Management
l n Ticketing Systems (e.g., Freshdesk, Zendesk, etc.) l n Customer Service & End-User Training
l n VPN & Remote Access Tools (AnyDesk, TeamViewer, RDP) l n Incident Management & Documentation
n Professional Experience
n First Technology - Remote
Remote Support Engineer 2023 - 2024
l • Delivered Level 1 and Level 2 support to users across multiple client networks l • Diagnosed and resolved hardware, software, and network issues remotely l • Maintained system uptime and performed remote monitoring using diagnostic tools l • Provided escalation support for unresolved technical issues l • Ensured documentation of solutions and maintained service desk records n Purple Blue - Johannesburg, South Africa
Field Support Engineer 2022 - 2023
l • Installed, configured, and supported hardware and software at client sites l • Delivered remote troubleshooting and escalated complex technical problems l • Performed routine system updates, patching, and backups l • Provided on-site training and guidance to end users l • Supported networking devices, printers, and endpoint security tools n EOH - Johannesburg, South Africa
Field Support Technician 2014 - 2022
l • Offered technical support for desktops, laptops, and networked devices l • Conducted site visits to troubleshoot and repair system issues l • Collaborated with IT teams to manage hardware upgrades and asset tracking l • Provided VIP support for critical business users l • Worked within SLA timelines and maintained excellent client satisfaction n Nashua - Pietermaritzburg, South Africa
Workshop Technician 2013 - 2014
l • Diagnosed and repaired printers, copiers, and IT peripherals l • Installed and configured devices for client environments l • Supported desktop users with hardware and connectivity issues l • Maintained service logs and performed preventative maintenance n Panasonic - Pietermaritzburg, South Africa
Field Technician 2012 - 2013
l • Conducted on-site hardware support for clients including installations and repairs l • Provided basic network and connectivity support l • Delivered high-quality customer service during field visits n KZN Treasury - Durban, South Africa
IT Intern 2011 - 2012
l • Supported the internal IT team with desktop support and software installations l • Assisted with account setups, password resets, and asset tagging l • Gained foundational experience in enterprise-level IT systems n Education
n Systems Engineering Diploma
Commerce and Computer College of South Africa 2009 – 2010 n Matric Certificate
Dr Arthur Dawson Lazarus Secondary 2001 – 2006
n Languages
• n English (Fluent)
• n Hindi (Fluent)
• n Afrikaans (Proficient)
n References
Sachin Govender
Operations Manager, First Technology
Phone: 031-***-****
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