Kagiso Mere

Experience

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  IBurst (Pty) Ltd

  Aug 2006 - Mar 2009

  Helpdesk Agent
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  MWEB Business

  Apr 2010 - Aug 2011

  Technical Support Agent
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  MTN

  Sept 2011 - Jan 2019

  Support Engineer

  Perform intermediate troubleshooting on customer queries Troubleshoot technical escalations from first level support Diagnose voice, routing, switching, firewall, MPLS and end to end hosting connectivity problemsProactive monitoring of customer circuits/lines and provide proactive feedback and logging and escalations to the relevant parties for resolution. Troubleshooting of WLAN, LAN, VSAT, VOIP, APN and wireless connectivity.Configuration of CISCO, JUNIPER, HP, and Huawei devices.Configuration and troubleshooting of firewalls.Logging and resolving faults generated by management systems (REMEDY), completing fault resolutions and changes and closing the ticket only once all relevant parties are satisfied (according to SLA terms).Carry out configuration of network devices according to standards.Report any deficiencies on technologies to managementEnsure failover(redundancy) takes place if customer connectivity is downEnsure the escalation of technical queries to Tier 3Utilize network performance monitoring tools (REMEDY, IRIS, PALLADION, LOKI, OCOM) to isolate and root cause issues Show less

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  Vodacom

  Feb 2020 - Feb 2021

  Technical Support Officer

  Receiving, logging, updating, investigating, and resolving customer requests whilst ensuring regular feedback to the customer, as well as resolving reported issues.1st Line technical support to Customers for Converged Network services.First level telephonic and technical support for Business services (Wide Area Networks, VoIP, internet access, hosting and Electronic Commerce and many more). Access services include fibre, microwave, Satellite, diginet, ADSL, 3G and WirelessMonitoring and management tools such as Netcool, Infovista, MSPI, Cisco QPS, Palladion, Voogle and Splunk. Assess, investigate, resolve issues and complete requests.Management and reporting of access links to internal and external suppliers in South Africa and internationally; vendor management / escalation to ensure quickest possible restoration of services.Log all incidents and customer queries on Siebel. Show less

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  SEACOM LTD

  Mar 2021 - Dec 2022

  Network Engineer

  Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service. Updates management of all related network components, performs pro-active routines to ensure optimal network health, understand the service and its dependencies. Supports remote offices and networks as required – WAN/LAN and VoIP services. Facilitates telecom vendors, equipment vendors, and service providers. Takes a proactive approach to network management, to address problems before the user community is affected. Troubleshoot and supports Cisco routers, Juniper routers, Mikrotik routers, Cisco/HP switches and Fortigate Firewall. Collaborates with implementations network engineers to diagnose, resolve, and prevent network issues. Configure routers and assist field engineers remotely through TeamViewer or anydesk for troubleshooting and configuration. Show less

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  In2IT Technologies

  Mar 2023 - Apr 2023

  Network Engineer L2
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  Tharisa

  Apr 2023 - now

  Junior Network Engineer