John September

Experience

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  Tim Atkinson Associates

  Jan 2001 - Jan 2006

  IT Support Technician
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  Choice Technologies

  Jan 2006 - Jan 2009

  Desktop support engineer
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  Vodacom

  May 2006 - Oct 2013

  Systems and Infrastructure
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  Computacenter

  Feb 2014 - Jun 2014

  Technical Systems Analyst

   Monitor the availability of the customer systems and infrastructure at time intervals as indicated in the Master Schedule Monitor the availability and utilisation of server and network infrastructure via the System Management Console (SNMPc / BMC, etc) Identify system failures and errors and follow the agreed procedure as specified for each system or application (refer IMP&GC01) In event of system failures provide first and second line support.First line support can be defined as scripted instructions for on the fly fixes. Second line support can be defined as problems that would need a bit of investigation that would either lead to the problem being solved, or referring the problem to another resolver group or a 3rd party for resolution.  Liaise with customer/management in event of failures and restarts of key customer business Applications. Ensure all monitoring alerts are logged on the Incident Management System and updated accordingly to provide audit tracking and assigned to the appropriate resolver group or 3rd Party.  Liaise with relevant resolver group and standby personnel for Second or Third line problem resolution and provide assistance in regard to the restart of applications, servers and network infrastructure. Ensure all scheduled tasks are run on time and in accordance with the relevant procedures  Ensure any error conditions are escalated correctly and within correct time scales  Ensure system checking is done within time scales defined  Work with a single team work ethic regardless of location Update the Shift Report with all major and outstanding issues Work with customer service focus at all times To resolve support incidents as necessary according to expertise and knowledge  Accurate identification and assignment to resolver groups Show less

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  Global Media Services (Pty) Ltd

  Jun 2014 - Nov 2015

  Junior IT Systems Technician

  • IT support Role to Internal/external IT Function• Provide support to all users specifically during night shift and weekends • Answer calls made to the IT Department After Hours• Support phone while on an after-hours shift • Log, report and track progress on IT related issues• Assist users with IT issues. • Setup, Configure and maintain network. This includes physical cabling to Server configuration and desktop setup and integration.• Ensure, in the event of an escalation, that senior support team have sufficient data to diagnose and resolve the incident• Create, delete, amend and configure additional features for hosted services• Maintain technical workshop, and ensure adequate stock levels for day to day sundry equipment. (e.g. RJ45 cables, spare network cards, mice, keyboards etc.).• Provide support for setting up new staff with relevant and required hardware/software• Proactive support – on-going maintenance and monitoring of systems in accordance with appropriate plans. Show less

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  RCS

  Sept 2016 - Nov 2016

  Customer Care Agent

  Addressed customer inquiries promptly, providing accurate information and solutions tailored to individual needs.Leveraged a deep understanding of the company's products and services to offer personalized recommendations, enhancing customer satisfaction and engagement.Documented all customer interactions in the CRM system, ensuring data accuracy for future reference and analysis.Collaborated closely with other departments to resolve more complex issues, ensuring that customers received timely and consistent responses.Identified opportunities for process improvement based on customer feedback, playing an active role in the company's continuous improvement initiatives.Managed multiple communication channels, including phone, email, chat, and social media, to ensure accessibility and prompt support.Participated in regular training sessions to stay updated on product changes and to develop advanced customer service skills.Consistently achieved performance metrics, demonstrating a commitment to both efficiency and quality in service delivery. Show less

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  Nexio South Africa

  Feb 2017 - now

  Specialized in BMC Discovery technical details.Managed and resolved problem tickets with root cause analysis and implemented fixes.Oversaw application enhancements, patches, and handled appliance OS level issues including performance tuning, disk space, and device driver management.Skilled in troubleshooting driver conflicts, DNS/IP address issues, and OS-level penetration testing.Addressed file system corruptions and understood appliance OS configurations and custom binaries.Maintained configurations between Scanners, Proxies, and Consolidators; monitored and rectified discovery scan failures.Dealt with credential issues during scans and developed patterns for discovering applications.Familiar with ExxonMobil's application deployment process.Assisted in standardizing discovery methods and comprehended the utilization of Discovery data within CMDB.Collaborated with ITSM and CMDB teams regarding CMDB-related changes affecting Discovery.Adhered to problem management, change control procedures, and ensured compliance with security and control standards. Show less

  • BMC Service Consultant Operations

    Nov 2020 - now

  • BMC Discovery Consultant

    Feb 2017 - Nov 2021