Nicolas Damon

Experience

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  IBM Global Business Process Services

  Jan 2002 - Jan 2011

  Field Service Technician

  • Diagnosed and serviced all IBM desktop computers and portable models.• Diagnosed, serviced and maintained the IBM Power Server product range including peripherals.• Diagnosed, serviced and maintained IBM storage products including all IBM backup tape products. • Assisted clients and resolved problems via phone and email as well.• Assisted with decisions regarding installation of equipment.• Installed servers and relevant peripherals where it was required.• Performed equipment inventories at client’s premises for maintenance contracts.• Maintained an accurate spares usage and time recording through daily administration on the ticketing system.• Be on call for a full week for any after-hour related problems.• Performed routine visits to clients in order to maintain good client relationship.• Assisted the Laptop/Desktop technicians as requested.• Compiled a report for the client with data collected from their systems that reviewed performance figures and potential critical issues.• Acted as a situation manager when clients required an escalation on open problem tickets logged with the helpdesk. Show less

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  TFG (The Foschini Group)

  Jan 2011 - Aug 2012

  Storage Area Network Administrator

  • Administrator of the Storage Area Network.• Assisted the back-up team with their daily back–up activities using Tivoli Storage Manager. • Configured and administered virtualized storage (IBM SVC Clusters).• Configured and administered IBM Disk Storage, Tape Storage, Tape Libraries and Data Domain storage.• Created and assigned storage LUN’s requested through change control process. • Logged incidents via change/incident management system and attended to them. • Adhered to all change control and incident management procedures based on ITIL framework.• Utilized monitoring tools such as IBM Tivoli Productivity Center (TPC), Brocade SAN Health and built-in interfaces on the storage equipment.• Worked one week of standby in rotation to ensure backups are completed successfully. • Performed some high-level architectural planning for storage commission for Windows Server Systems – Clustered and Non-Clustered and virtualized in VMware), VMware clusters and UNIX (IBM AIX) server systems – physical and virtualized.• Commissioned new storage and servers on the SAN including fiber cabling.• Maintained storage on Windows Server Systems from the operating system level for the device drivers of adapters connecting to the SAN and for the relevant Storage Subsystems to be attached.• Assisted with Proof-Of-Concept projects (VEEAM and IBM Tivoli Productivity Center Version6). Show less

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  Zoomaworks

  Aug 2012 - Nov 2016

  IT Support Specialist

  • Perform minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.• Installed, configured and troubleshot hardware and software for workstations, and local area network for SMB’s such as network interface cards, broadband including routers for DSL, cable and fiber, switches, patch cables, email and MS office suites.• Assisted with the installation of a broadband and AV network solution in a new property build.• Supported in house developed CRM solution running on SQL Server backend. This was done with mainly using remote access.• Assisted clients with their migration of websites between hosting platforms which include DNS changes.• Assisted clients with their migration and setup of email providers and internet domains.• Edited Wordpress based websites with client marketing material and installed relevant plugins which included YouTube linking.• Created and uploaded training videos to company’s YouTube channel• Tested Amazon Cloud Services for non-office-based travel agents by setting up windows a server with SQL instance and an OpenVPN instance, including an AWS virtual workstation authenticating with MS Active Directory. Show less

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  Looking for Opportunities

  Dec 2016 - Feb 2017

  IT Support Specialist
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  AVI Limited

  May 2017 - Feb 2018

  Service Desk Agent

  Provided operational support to the Infrastructure team including after-hours support to business users by assisting in problem resolution. Rotational shift work. Performed monitoring of systems and infrastructure environments through the use of monitoring tools and pre-defined monitoring processes. Performed SAP transports in accordance with pre-defined processes. Reviewed user issues logged via email and ensured that they were appropriately logged and assigned to the correct resolver group. Responded to user requests for information and assisted in problem resolution outside of normal business hours. Re-assigned calls that could not be resolved immediately to the relevant resolver team or 3rd party as was defined in the company’s operational procedures. Ensured effective communication of the downtime schedule to key business and IT stakeholders. Logging, documenting and maintaining history records of logged calls on the IT Knowledge Base. Show less

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  Alviva Holdings (Formally Tricon Services)

  Mar 2018 - Feb 2020

  Field Engineer

  Travel between various clients providing on-site support as per raised support tickets, which included cross border travel. Performing trouble-shooting and maintenance for end-user equipment on a software and hardware level (Dell, Lenovo). Assigned as a Technical Lead on various client projects to coordinate daily tasks amongst fellow engineers to meet project goals.Perform a re-image of end user’s laptop or desktop as required, which includes backing up and restoring user’s data. Provide hands, eyes and feet remote assistance for second and third level support teams from Networking and Wintel for the support on Dell, IBM, Cisco, Aruba and Juniper products. Raising support requests and liaise with third party vendors on behalf of clients when needed. Performing IMAC activities for end-user, servers and networking equipment. Basic Sysprep of windows desktop images for client’s end-user equipment. Provide After-Hours support when requested by client. Show less

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  HCLTech

  Feb 2020 - now

  Field Engineer

  Assigned as the End-User support engineer to a client site of 200+ hybrid working users.Performing Level 3 trouble-shooting and resolutions for end-user equipment on a software and hardware level, in person and remotely. Manage support requests assigned via Service Now. Perform a re-image of end user’s laptop or desktop as required. Ensuring that all devices conform to client’s strict cyber security policies (McAfee encryption/AV, CyberARK). Raising support requests and liaise with third party vendors on behalf of clients when needed. Responsible for on-site stock of laptops, desktops and peripherals. Installing of software for user who raised appropriate request. Show less