Thabang Mphailane

Current Role Amazon Web Services – AWS Support Engineer Previous Employers and role ALS Geochemistry – IT Support Technician West East & Sub-Sahara Africa Reason for leaving - Retrenched – Duration - 02/01/2020 – 29/05/2020 Safrican Insurance Company - IT Technical Specialist Reason for leaving – Resigned – Duration - 01/04/2019 – 31/12/2019 Emid ICT Solutions – IT Technical Specialist Reason for leaving – Received Offer - Duration - 01/08/2016 – 29/03/2019 T-Systems - Back-Office Support (Logical Security) Reason for leaving – Contract Expired – Duration – 15/05/2015 – 30/10/2015 General Electric – EUS Engineer Reason for leaving – Contract Expired – Duration- 01/03/2012 – 30/04/2015 Duties & Responsibilities IT Background & Experience General Electric – EUS Engineer Full desktop support on workstations and laptops, monitor incidents on ServiceNOW Configure, test, maintain and troubleshoot end user telecommunications hardware and softphones on Avaya platform Configure McAfee ePO create and users and machine, encrypt and decrypt corrupt machines BOYD configuration on airwatch and mobileiron platforms T-Systems - Back-Office Support (Logical Security) User and machine administration on AD Administration and support on Cisco Unified Communication Manager SAP installation and configuration Remote support to offsite users and machines Emid ICT Solutions – IT Technical Specialist Create, monitor and resolve incidents on Microsoft Dynamics CRM Hands on fixes on desktop, servers and VOIP software and hardware Schedule and monitor daily, weekly and monthly backups on Backup-exec AD administration user and machines, Group policy deployment Juniper WAP device and user administration Safrican Insurance Company - IT Technical Specialist Create, monitor and resolve incidents on JIRA Application support and error fixing on MIP Cisco and audio visual support Avaya telephony device install and support ALS Geochemistry – IT Support Technician West East & Sub-Sahara Africa Azure AD administration users and machines Create, monitor and resolve incidents on Microsoft Dynamics CRM 365 Exchange install, config and user creation Configure group policy and deploy Schedule and monitor backups on VEEAM Installation and configuration on Desktops, Laptops, 3G Routers, Access Point and Audio Visuals Experience in server hardware design, configuration and maintenance Remote Support via Dameware to East and West Africa Configuration and Maintenance on Sartorious Balance for weight samples Maintenance/Software upgrade on Varian Spectrometer AA MS System support and Microsoft application administration. Experience in LAN/WAN installation and maintenance An understanding of networking including LAN/WAN, topology, DHCP and DNS, TCP/IP. Setup, configuration on McAfee ePO and administration MS Exchange Server (2012 to 2016) maintenance and administration. Scheduling, running Veeam Backup and restore on Backup exec Ensure systems are secure and perform regular Patches, hotfixes and upgrades. 24/7 support of production services to ensure high system availability. Installation and configuration on mobile devices (BYOD) Cisco VC installation and configuration Amazon Web Services – IT Support Engineer Support live contact via chat and calls – Remote Support Provisioning and configuring EC2 instances AWS S3 configuration AWS CloudWatch configuration and support Configuring and monitoring computer systems in Windows, MacOS and Linux environment Remote Support Exchange console: PowerShell scripting to automate shared mailbox creation Support and maintain corporate network, VPN and firewall environment ensuring robust security and seamless connectivity Hardware procurement and asset management Creating and documenting Knowledge bases, Wiki and Articles enhancing troubleshooting efficiency Educational Background Matric | CompTIA A+ and N+ | National Certificate NQF L5 Information Technology Windows Server 2008: MCITP |AWS Solutions Architect – In Progress Career Skills & Training Project management skills and the ability to work without supervision Structured approach to problem solving. Resolving 95% of issue first time contact reducing downtime by 30% CRM Management (ServiceNow, Omnia, ZOHO Manageengine, JIRA, Microsoft Dynamics, SNOW) AWS Console configurations Ability to manage client’s expectations. Manage case in terms of escalated case and resolution times. Adhere to client’s SLA requirements. Adhere to company change control guide Adhere to 3RD Party relation and customer survey Key Achievements IT Certification. Infrastructure refresh and upgrades. Avaya VOIP Media Gateway rollout and upgrade Projects on time delivery. AWS Deepracer challenge Reference Available on request