About

Work Experience

• Technology Specialist, TekConcierge - Richardson,TX

  Nov, 2021 - Present

  • Providing remote assistance to clients through Datto Autotask help-desk ticketing system.

  • Updating client configurations and maintaining documentation on ITGlue.

  • Configuring and managing remote access protocols for clients working remotely.

  • Administering Office 365 for client email, collaboration, and conferencing needs.

  • Configuring and maintaining client network infrastructure and routing solutions.

  • Conducting proactive monitoring of system alerts and status changes.

  • Developing and implementing technical solutions to resolve client issues.

  • Utilizing Datto Autotask, transitioned from ConnectWise Manage, as the primary help desk system.

  • Leveraging Datto Backup, including SaaS Backup for Microsoft 365 Email and SharePoint, as the preferred data protection solution.

  • Deploying standard software and tools using Immybot and PowerShell scripting, with integration into MS Intune and other MSP platforms.

  • Successfully deploying Autodesk AutoCAD and Revit remotely through Immybot and PowerShell.

  • Managing Microsoft 365 services for client email, SharePoint, and Teams, including Avanan and Barracuda for advanced spam filtering.

  • Administering Google Workspace, including email management, spam filtering, and Google Apps administration.

  • Utilizing Datto RMM and ConnectWise Control for the remote management of workstations and servers.

  • Level 2 escalation point for all level 1 escalated queries.

  • Setup and maintenance of client workstations and servers, using Microsoft Intune

• Technology Specialist, Preferred IT Group LLC - Forth Worth,TX

  Aug, 2021 - Nov, 20213 months

  • Remotely assisting clients using ConnectWise help-desk ticket system and Kaseya.

  • Updating client configuration and documentation on ITGlue.

  • Configuring and maintaining remote protocols for clients working from home.

  • Administering Office365 for all client email and conferencing needs.

  • Configuring and maintaining customer network and routing.

  • Maintaining service availability by performing routine maintenance, fail over testing, and implementing best practices.

  • Proactive monitoring of alerts and status changes.

  • Finding technical solutions to problems where necessary.

• Platform Engineer, Britehouse A Division of NTT Global - Johannesburg, ZA

  Jul, 2016 - Jul, 20204 years

  • Maintaining service availability by performing routine maintenance, failover testing, implementing best practices.

  • Proactive monitoring of alerts & status changes.

  • Capturing repeat faults and conducting root cause analysis.

  • Undertaking technical audits for key customers as part of the Service Improvement Process.

  • Implementing customer change requests, including impact and risk analysis.

  • Managing hosted Linux VMs using Ansible and Git/Bitbucket.

  • Successful implementation of the Elastic stack for OS log analytics and visualizing.

  • Regularly updating service management system with quality notes detailing progress and actions completed on open incidents, problems, and change requests.

• Systems Administrator, First National Bank - Johannesburg, ZA

  Jan, 2016 - Jun, 20166 months

  • Configuring and maintaining the networked computer system, including hardware, system software, and applications.

  • Ensuring data is stored securely and backed up regularly.

  • Diagnosing and resolving hardware, software, networking, and system issues when they arise.

  • Monitoring system performance to ensure everything runs smoothly and securely.

  • Providing technical support when requested and documenting processes for employees to follow.

• Platform Engineer, Britehouse A Division of NTT Global - Johannesburg, ZA

  Jul, 2015 - Dec, 20155 months

  • Maintaining service availability by performing routine maintenance, failover testing, implementing best practices.

  • Proactive monitoring of alerts & status changes.

  • Capturing repeat faults and conducting root cause analysis.

  • Undertaking technical audits for key customers as part of the Service Improvement Process.

  • Implementing customer change requests, including impact and risk analysis.

  • Managing hosted Linux VMs using Ansible and Git/Bitbucket.

  • Successful implementation of the Elastic stack for OS log analytics and visualizing.

  • Regularly updating service management system with quality notes detailing progress and actions completed on open incidents, problems, and change requests.

• IT Support Technician, Cartrack - Rosebank, ZA

  Feb, 2013 - Jul, 20152 years 5 months

  • Supporting users remotely and on-site.

  • Troubleshooting software and hardware-related issues.

  • Implementing and administering Windows client operating systems in a networked environment.

  • Creating user accounts on active directory and setting up email accounts.

  • Deploying and administering Asterisk servers on Linux platform and configuring VoIP phones.

• Helpdesk Support Technician, Imagine IPS - Rosebank, ZA

  Apr, 2011 - Nov, 20121 year 7 months

  • Providing 1st, 2nd, and 3rd level support to clients.

  • Handling all escalated queries and adhering to agreed SLA.

  • Configuring routers and managed switches.

  • Creating and configuring email accounts and setting up Windows servers.

  • Managing VPN to remote branches and deploying Windows Operating systems.

Skills