Divian Moodley

Divian Moodley – ICT Support Supervisor Date of Birth: 22 December 1986 ID Number: - Nationality: South African Marital status:Single Race:Indian Gender:Male License:Driver’s License Own Vehicle:Yes Address: 285 Main Road Bryanston Gauteng Phone number (Cell):072 - Email- Tertiary Qualificationsand Education AWS Cloud Practioner AWS Cloud Solutions Architect (currently studying) CompTIA Architecture + (A+) CompTIA Network + (N+) CompTIA Security+ (S+) Cisco Certified Network Associate (CCNA) Cisco Certified Network Professional(CCNP) University attended:Durban University of Technology- Degree:Civil Engineering Major:Incomplete Employment History Name of Company:Umvilo Plastics Position Held:Machine Operator Duration:April 2008 - November 2008 Duties: Oversee the production of plastic drums, and to do regular routine maintenance on the machines. Name of Company:E-Valuations Position Held:Data Collecter Duration:January 2009 - 2010 Duties: Digital data collecting of private and commercial property using Microsoft Silver light, Buffalo, Microsoft Excel, Google maps and company proprietary software. Performed minor hardware and software upgrades and troubleshooting. Name of Company:XBS Position Held:Desktop Technician Duration:July 2015 - October 2015 Duties: Provided Onsite desktop support for third party company’s. Name of Company:Vumatel Position Held:Senior NoC Agent (Tier 3) Duration:October 2015 – March 2018 Reason for leaving:Head hunted to Cell C Duties: Working on both GPon and Active Ethernet technologies Provided desktop support for in house Vumatel employees Tasked and assisted onsite fibre technicians remotely Handled in and out bound calls to customers Training of newly recruited NoC agents Handling of high risk customers or walk in customers Monitoring of PoP’s and the logical fibre network Activation of devices such as newly installed switches on the network Diagnosing physical and logical issues related to our fibre network Sending comms to all affected customers involved in a network outage Planning routes for fibre technicians on a day to day basis Escalation point with ISP’s with customer or customers experiencing Layer 3 issues Handling of any escalated Layer 2 or 3 issues Providing advice on high risk customers or general queries Handling migration projects or cutovers that are done on our network Sitting in on meetings with ISP representatives to refine work processes Name of Company:Cell C Position Held:Supervisor for Cell’s FTTH Support Department Duration:March 2018 – December 2018 Reason for leaving:Head hunted to Cool Ideas Duties: Supervising of eleven call centre agents, dealing with isp related issues, Layer1, Layer 2 and Layer 3 connectivity issues. Creating monthly shift rosters Managing our customers PPPoE credentials Verfifying authencation for customers on our Radius Servers Training agents on best practices and troubleshooting with end users Configuring routers PPPoE,WiFi,VoiP and port forwarding settings Troubleshooting Layer 2 fibre related issues with our related BSP’s Escalation point with high risk customers that have gone over SLA time Name of Company:Coolideas Position Held:Manager for Cool Ideas FTTH Support Department Duration:December 2018 – 2020 Duties: Managing 18 support agents and 2 team leaders, dealing with ISP related issues, Layer1, Layer 2 and 3 connectivity issues. Creating monthly shift rosters Managing our call hold times, pause times, Managing our customers PPPoE credentials Verifying authentication for customers on our Radius Servers Training agents on best practices and troubleshooting with end users Configuring routers PPPoE,WiFi,VoiP and port forwarding settings Troubleshooting Layer 2 fibre related issues with our related BSP’s Escalation point with high risk customers that have gone over SLA time Name of Company:Coolideas Position Held:SME at Cool Ideas FTTH Support Department Duration:December 2020 – April 2021 Reason for leaving:No room to further career or growth Duties: Maintain relationship with the Support departments and Technical teams Articulate and communicate information effectively to the support department Help train and give guidance to other employees Research complex issues and provide written solutions to be uploaded to the Knowledge base Provide timely updates for both Internal and External customers Report any risks and trends to the relevant departments Add and Update announcements Detect patterns of issues, and coordinate with staff regarding persistent problems. Analyze reports for trends of issues and proactively find solutions and work arounds for them Update Knowledge base with new or updated workarounds Assist with handling major incidents and identifying their root causes Support and provide feedback for all escalated queries that has followed the escalation process Handle all the MyBroadband queries and escalate to the appropriate Team Leader/Manager Provide technicians and team leaders feedback after successful resolution of tickets Assist team leaders, other internal departments, and peers by handling escalated tickets Ensure trends is picked up in an acceptable manner and timely manner Name of Company:Bitco Position Held:Supervisor for Bitco's Support Department Duration:March 2021 – Current Duties: Supervising of ninteen call centre agents, dealing with isp related issues, Layer1, Layer 2 and Layer 3 connectivity issues. Creating monthly shift rosters Managing our customers PPPoE credentials Verfifying authencation for customers on our Radius Servers Training agents on best practices and troubleshooting with end users Configuring routers PPPoE,WiFi,VoiP and port forwarding settings Troubleshooting Layer 2 fibre related issues with our related BSP’s Escalation point with high risk customers that have gone over SLA time