Vilo Naidu

Experience

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  Sun Air

  Jan 1997 - Nov 1999

  • Helpdesk Support - support on the following Packages; • Installing Windows NT Workstation & Server, Windows 95/98 & 3.11, Pastel and VIP;• Backup and Restores of Server Data;• BA Speedwing, Reward Loyalty System & MS Office 97;• Upgrade & Repairs of PC’s, Telephone System Installation & Maintenance (Index);• Installation of new PC’s & Creating users, adding groups granting access. • Checking-in of Passengers, Meeting & Boarding of Flights• Customer Services

  • Network Technician

    Jan 1998 - Nov 1999

  • Customer Services Professional

    Jan 1997 - Dec 1997
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  British Airways

  Feb 2000 - Apr 2000

  Customer Services Professional

  • Checking-in of Passengers;• Meeting & Boarding of Flights;• Customer Services.

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  Telkom

  May 2000 - Sept 2000

  Systems Administrator

  • Software Support on Maximo, Windows 95/98/NT & Office;• Hardware Support & Maintenance – Upgrading and repairing PC’s;• Updating of live Database.

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  Dimension Data

  May 2001 - Dec 2003

  Desktop Technician (Support Analyst)

  • 1st Line Support (Helpdesk System - Remedy)o Taking calls and resolving calls at 1st point of contacto Support on MS Office – Assisting users with PowerPoint, Word and Excelo Support on Win NT, Win 2000 and XPo SAP password resetso Support on in-house application – Nielsen Infact, Eureka• NT Administration o Creating users ,adding groups, granting access to shared areas• Creating users for email (Intrastore and Exchange)• Lotus notes - issuing I.D’s & creating Users• 2nd line Support o Installing and configuring PC’s on Network, cabling and patching Show less

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  London Development Agency (Mayors Office)

  Feb 2004 - Mar 2004

  Desktop Technician (Support Analyst)

  • 1st line support (Helpdesk System - Remedy) – taking calls and resolving them remotely and assisting users with Office applications. Support on Win98, Win NT, Win 2000 and Windows XP;• 2nd line Support o Visiting users at the desk when calls cannot be resolved remotelyo Installing and Configuring PC’s on Network.o Setting up meeting rooms with Laptops and Projectorso Cabling and patching network pointso Hardware Support – fault finding and repairing PC’s (Dell & Compaq)

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  NHS Trust

  Mar 2004 - Apr 2004

  Desktop Technician (Support Analyst)

  • Removing old PC’s and installing New Dell PC’s;• Upgrading the Operating system from Win95/98 to Win 2000; • Configuring PC’s on network;• Upgrading to latest versions of Software (anti-virus and Notes CCS);• 2nd line support – Repairing PC’s(Dell) and liasing with Vendors for peripherals;• Software Support – Assisting users with MS Office Applications.

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  City of London

  May 2004 - May 2005

  Support Analyst and Helpdesk Supervisor

  • Software and Hardware Support;• 1st line support (Touch Paper call logging system)-Taking calls and resolving user problems. Taking calls and resolving calls at 1st point of contacto Support on MS Office – Assisting users with PowerPoint, Word and Excelo Support on Win NT, Win 2000 and XP. Support on in-house application• NT Administration - Creating users, adding groups, granting access to shared areas, creating users on Ms Exchange. Cabling and patching network points• 2nd line support -Upgrading PC’s, reinstalling and setting up PC’s on the network and liaising with Vendors for peripherals. Configuring Network printers and assigning IP’s to MAC addresses for PC’s on DHCP. Configuring ports on switches with Mac Addresses Visiting users at the desk when calls cannot be resolved remotely. Setting up meeting rooms with Laptops and Projectors• Releasing mails from Mail sweeper and Mail Marshall• Assisting Development Teams with roll-outs, testing and trouble shooting applications and hard ware faults. Managing Departmental Moves. Assisting with Interviewing/Recruiting process. Show less

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  Universal Print Group

  Jun 2005 - Mar 2010

  Network Administrator/Site Manager

  • Software and Hardware Support;• Creating users, adding groups, granting access to shared areas, creating users on Ms Exchange. Cabling and patching network points; • Upgrading PC’s, reinstalling and setting up PC’s on the network and liaising with Vendors for peripherals;• Configuring Network printers and assigning IP’s to MAC addresses for PC’s on DHCP;• Configuring ports on switches with Mac Addresses Visiting users at the desk when calls cannot be resolved remotely;• Daily Backup; Wan and LAN;• Firewall administration;• Monitoring Links between sites;• Implementing New technologies;• Supporting applications specific to the printing industry;• Support on Win98, NT, 2000, XP, Windows 2000/2003 Server, Active Directory, Right Fax;• Basic Unix, Linux and VIP Payroll support;• Implementing a Policy and Procedure document for the IT Department;• Manage Projects;• Procurement and budgeting. Show less

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  SPAR South Africa

  Apr 2010 - now

  • To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) as per service levels;• To ensure that customer expectations are met or exceeded;• Responsible for ensuring staff are meeting and exceeding performance expectations, and standards and processes are followed to provide effective customer service and meet requirements;• Oversee requests, incidents, and problems; Act as escalation point for all requests and incidents;• Manages and coordinates urgent and complicated support issues;• Develop and maintain phone/ticket escalation processes to ensure flowing escalation and information within the organization.• Train, coach, and mentor Service Desk Specialists including career development;• Oversee staff activities;• Schedule employees working times and provide backup support. Interact with internal and external customers;• Provide data and reporting of trends to IT department and others in ad-hoc, weekly, monthly and as needed; Builds/obtains training material for support staff;• Develop strategies for improvement; Build relationships within the organization across departments; • Work to make Service Desk the single point of contact and service delivery channel for IT;• Monitor and manage phone queue;• Develops an effective and workable framework for managing and improving customer IT support in the organization;• Advise management on situations that may require additional client support or escalation;• Manage process for communicating outage/emergency activities to the organization; • Manage vendor relationships as it depends on daily operational needs;• Responsible for building and managing relationships with companies that supply products and services to the organization; • PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools, and support experience;• Keep confidential all applicant, client, and verification and company proprietary information. Show less • Managing Projects and consultants;• Oversee Software and Hardware Audits;• Installations and setup of IQ;• Site Visits and Site Audits;• Reporting on Stores and advising on best practice;• Project managing store setups;• Troubleshooting retail IT systems and infrastructure;• Prioritizing of store complaints / issues;• Analyzing, delegating and resolving store complaints;• Implementation and monitoring of related I.T. projects;• Support Systems Analysts and Developers to ensure understanding and accuracy in interpretation of business requirements during the development phase;• Quality assures the final product before user testing and handover;• Supportive roll to all staff relating to retail software. Show less • Provided support to network implementations, support of Microsoft network;• Performing system store conversion rollouts;• Configuring Hardware peripherals; • Provided 1st, 2nd , 3rd line telephonic and remote systems support to stores; • Supported Desktop and Laptop users, troubleshooting hardware, network and software issues at 255+ Build It Retail Stores in Southern Africa;• Supported all types of Operating Systems, Win XP and Win 7, Windows server 2003, 2008, domain networks, workgroups; Investigating problems with retail software and printers at store level. Show less

  • Service Desk Manager

    Nov 2022 - now

  • Helpdesk/Service Desk Manager

    Feb 2013 - now

  • Retail System Manager

    Jan 2013 - Jun 2013

  • 1st & 2nd Line Support

    Apr 2010 - Jan 2013