Lawrence Lebenya

Experience

• 

  Dimension Data

  Nov 2004 - Aug 2007

  Taking calls using the Avaya, Mopheus SystemHelping out being a team leader (making sure everybody adheres to their time schedule taking breaks on time and having team briefings about call time)Activating new sim cardsInstalling WAP assess to mobile handsetTroubleshooting balance enquiriesTroubleshooting Starter packs & Mobile handsetsReferring customer to their manufacturerTroubleshooting recharge vouchersBlacklisting of stolen or lost mobilesHandling customers that are IrateBasically taking the clients through necessary procedures to get Mobile phone and Sim card working again if troubled Show less

  • Technical Consultant

    Jun 2007 - Aug 2007

  • Technical Consultant

    Nov 2005 - May 2007

  • Technical Consultant

    Nov 2004 - Nov 2005
• 

  Mthombo IT Services (Pty) Ltd

  May 2007 - Jun 2007

  Callcenter Agent

  Logging Calls, (Weblog System)Accepting Calls, (HP System)Assistant TrainerCalling HP for information on system

• 

  Gijima

  Sept 2007 - Aug 2008

  Front Office Analyst

  Troubleshooting both software & hardware Problems, Computer configuration, Following up on calls users logged on Remedy and Unicenter,Resetting, unlocking user’s passwords and accounts etc.1st and 2nd line support, and meeting SLA standard as per contract agreement, Logging and tracking queries using Remedy 6, and Unicenter, as well as resolving queries and maintaining the query log.

• 

  Business Connexion

  Aug 2008 - Aug 2010

  Customer Support Engineer

  Remote Desktop SupportInstalling of desktop applicationTroubleshoot software compatibility issuesTroubleshooting desktop applications: E-mail Achieving System EAS, Microsoft Outlook 2003, 2007,Microsoft Office 2003, 2007,Internet Explorer, Etc Active Directory SupportResetting/unlocking of passwordsAdding and removing computers/laptops on the domainChecking rights to folderHelpdesk CoordinatorResponsible for logging, assigning, pending and resolving calls on Remedy, UnicenterTracking queriesReassigning calls to the Correct groupProviding users with updates and ensuring SLA is metTroubleshoot software compatibility issuesFollow up all escalation and problem resolution procedure to ensure an orderly delivery of supportSupporting clients through e-mail, fax or telephone callsRemedyLogging, assigning, pending and resolving calls on Remedy 6, 7Tracking queries using Remedy 6,7 as well as maintaining the query logReassigning calls to the correct group on RemedyUnicenterLogging, assigning, pending, closing and resolving calls on UnicenterReassigning calls to the correct group on UnicenterProviding users with updates and ensuring SLATracking queries using Unicenter, as well as resolving or closing queries and maintaining the query log Show less

• 

  NHLS

  Jan 2011 - Feb 2012

  Desktop Support Engineer

  Remote Desktop SupportEnd user support Travelling to various clients around Gauteng, Eg. Charlotte Maxeke (JHB Hospital), Leratong Hospital, Sebokeng Hospital, etc.Windows XP/ Windows7 support Office 2003/2007/2010 support SystemConnectivity support (3G/ADSL/Laptops/wireless AP’s),Hardware and software troubleshooting,Hardware and software installation Repair,Printing support ( IP printing, shared network printing, local printers),Set up and restore of desktop,Backup support,Group policy management,Creating usernames,Managing usernames,Internet Access Control,Oracle troubleshooting and Repairs,Java updates,J-initiator updates,Dial-up support and installation Remote monitoring of systems and applications,Adding and removing computers/laptops on the domain,Remote support of users and hardware Tracking queries,Network Access and Software Application availability.Antivirus e.g. Symantec. Show less

• 

  Business Connexion

  Apr 2012 - May 2014

  Field Service Engineer

  Traveling to clients to various clients surrounding Bloemfontein region i.e. o Sterkspruit, o Zastron, o Aliwal north, o Colesburg, o De Aar, o Kimberley, o Vryburg, o Kroonstad, o Welkom, o Qwa qwa, o Bethlehem o LesothoSupporting various retail stores: o Foschini Group TFG, o Shoprite, o Shoprite Checkers, o U-Save, o OK Furnitures, o Spar, o Woolworths (PTY), o Truworths, o Clicks, o Clicks Pharmacy, o Mr Price, o Cashbuild Keeping a log book for all the travelled kilometers from site to site Ensuring that all calls are answered within the required time (Meeting SLA's)Diagnosing and Maintaining/Rebuilding of all Tills Hardware’s including: o Screens, CPU, Scanners, Customer displays, Cash drawers, Pinpads, Slip Printers, Network pointsDiagnosing and Maintaining/Rebuilding of all Servers of all retails clients mainly:o IBMo HPo MECERo UPSDiagnosing and Maintaining/Rebuilding all the Stores Administrators Desktop PC:o Windows 7o Windows XPo Microsoft Office 2003/2007/2010o Printers: Epson, HP, Canon, Lexmark, Oki Installation of New Software'sDiagnosing and Maintaining all network related issue i.e.:o Switcheso Routerso Tradelinko Wi-Fio IP Configuration Installations/De-Installations of New Storeso Projectso Stocktaking ScannersAdvises Management on service plans and technical matters required i.e.:o Stores check listKeeps all logs, account control books and other documentation on an accurate basis i.e.:o Petrol & Toll Gate slipso Kilometerso Expenses o Boot Stocko Overtimeo Timesheetso Incident Reports Do an audit on your Boot Stock on a Weekly basis. Show less

• 

  EOH

  Apr 2015 - now

  Field Service Engineer

  Desktop Support/ Remote Support throughout SASSA Free StateTroubleshooting: MS Office 2010/2013, Windows 7/8, GroupWise, Oracle, BAS, SocpenHardware Maintenance on: Mecer, Dell, Proline, HP, AcerPrinter Support: HPScanner Support: Epson, HP