Service Desk Cape Town/ Troubleshooting Engineer

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CURRICULUM VITAE

Of

Thulani Makeleni

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PERSONAL DETAILS

Gender: Male

Nationality: South African

Ethnic Group: African

Languages: IsiXhosa, English, Isizulu, Afrikaans

Driver’s License: Yes

Dependents 1

Single Yes

Desired Work Location: Cape Town and Johannesburg

CONTACT DETAILS

Cell phone number: 081-***-****/ 021-***-****

Email address: *******.********@*****.***

Residential Location: 12 Lekoma Way Langa 7455

CAREER ASPIRATION

I have a great interest in Information Technology. I am keen to build a career in the industries. I have worked as a Service Desk Troubleshooting engineer for over 17 years in so many accounts eg. Pick n Pay, City of Cape town, Woolworths, Shoprite, Mr Price, Metropolitan, Sanlam etc. I possess a strong knowledge of ITIL principles and have had 17 years’ experience in executing ITIL within the roles I have worked. I provided support for customer, clients & vendors with network related incidents. I have basic knowledge of Cisco layer 2, switching & configuration. I am also very interested in Service Delivery Management. Possesses excellent interpersonal, analytical and communication. Ability to influence decisions and to develop positive relationships both internally and externally. I have a clear ability to communicate effectively with colleagues & Management. I am a strategic thinker and a very efficient individual who adapts easily with a dedicated work ethic. P a g e 3

EMPLOYMENT:

Company Amazon Web Services (Cloud)

Year 2021 - present

Job Description Technical Customer Service Associate Responsibilities Providing prompt, efficient, detailed and high quality customer-oriented service to customers. Driving projects that improve support-related processes. Working with customer support teams to ensure a consistent and high- quality level of support. Assuming responsibility for developing detailed knowledge about specific product lines and features. Being a voice and advocate for customers when something doesn’t feel right.

Company Dimension Data

Year 2018 -2019

Reason for leaving Went back to school to complete Diploma Job Description Service Desk Analyst Telecoms Operations Centre Responsibilities Identifies and resolves technical problems and fulfils requests following agreed procedure with the City of Cape Town. Actively analyses incidents / requests to produce knowledge articles enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time resolutions. Monitor infrastructure ensuring that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, I perform necessary checks, apply monitoring tools and respond to alerts. Ensure resolution of incidents and requests investigate first line support calls assigned to me and identify the root cause of incidents and problems. When required I will take

responsibility receiving calls and incidents at the services desk. I assist in analysing, assigning and escalating the support calls. Identify problems and errors, the Service Delivery Support Engineer (L1) identifies problems and errors prior to or when they occur.

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Company Internet Solutions

Year 2008 -2018

Reason for leaving Growth Opportunity

Job Description Call Taker/ Service Desk Troubleshooting Agent Responsibilities Rapid Response Tier 1 engineer, Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix. support calls assigned to me and identify the root cause of incidents and problems. When required I will take responsibility receiving calls incidents at the services desk. I assist in analysing, assigning and escalating the support calls. Telnet or SSH to Cisco switches & routers using Putty, checking weather base configs are configured correctly to perform first line checks prior escalating to L2 engineers Troubleshooting SD WAN switches & Identifies root cause of non- compliant configuration items and takes ownership to remediate.

Company WK. Construction

Year 2006 (16 Months)

Reason for leaving Civil Engineer (Internship Contract expired) Job Description Prepared preliminary drawings and shop drawings, checked design. Performed field inspection, prepared field reports, performed quantity take-off, and cost estimating.

Negotiated rates and checking the quality standard of construction materials Reviewed quotations and achieved reduction in the cost. Responded to the questions and concerns of public regarding construction. Submitted bids with cost estimates that included construction materials. Examined concrete work on site Completed reports on progress both daily and weekly. Tested soil for adequacy and strength of concrete. Oversee subcontractors of laying Kerbs and subsoil material.

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Tools worked on

ITSM Tool

Microsoft Office Excel, Word, Outlook and Power Point. Siebel6 and Siebel7

Event Monitoring System

Share Point

Cisco routers

Windows servers.

Basic troubleshooting firewalls

Citrix

Ally Cad

Auto Cad

Civil Designer

EDUCATIONAL HISTORY

Certification: Matric 2003

Subject: English, Afrikaans, Maths, Science, Metal work and Technical Drawing. Institution: Cape Peninsula University of Technology (CPUT) Tertiary Education: ND Civil Engineering

(Completed 2020)

Institution: Boston City Campus

Tertiary Education: Diploma in Network Systems

2nd Year

Certificates: CCNA Pending

ITIL V4 (Currently busy studying)

Reference

Name: Tesfu Okebalidet

Organisation: Internet Solutions Senior Noc Engineer Cell Number: 073*******

Name: Gary Nebel

Organisation: Dimension data/Internet Solutions Operations Manager Telephone: +27-83-677****

Contact this candidate