Mas'ood Ismail

Experience

• 

  I.T. Allies

  May 2018 - Mar 2019

  •Executed various techniques to maintain servers and systems, keepingbasic networks fully operational during peak periods.•Evaluated and responded to incoming sales leads and requests fortechnical support assistance.•Collaborated with vendors to locate replacement components andresolve advanced problems.•Followed up with clients to verify optimal customer satisfaction followingsupport engagement and problem resolution.•Activated accounts for clients interested in new services.•Removed malware, ransomware and other threats from laptops anddesktop systems.•Installed, modified, repaired software and hardware to resolvetechnical issues.•Assisted customers with product selection based on stated needs,proposed use and budget.•Built and provided end-user troubleshooting and desktop support onWindows systems.•Conducted in-depth product and issue resolution research to addresscustomer concerns.•Performed Office 365 & Exchange administration•Identified Pastel/QuickBooks issues, analyzed information and providedsolutions to problems. Show less •Executed troubleshooting and server support, including in-person andremote situations.•Patched software and installed new versions to eliminate securityproblems and protect data.• Performed preventive maintenance on Networks & Servers, maintainingaverage uptime of 98%.•Provided technical support in both on-site and telephone consultations.•Maintained service schedule for software and hardware.•Diagnosed malfunctions in hardware and software, directing supporttickets to appropriate personnel for remediation.•Rapidly identified and corrected system faults to minimize operationaldowntime•Oversaw quality assurance management and offered suggestedrecommendations.•Analyzed project-related information and made recommendationsbased on discoveries.•Developed suggestions for technical process improvements to optimizeresources.•Served customers in a friendly, efficient manner following outlined stepsof service. Show less •Relocated, configured desktop computer devices and phones tofacilitate office moves and new employee workstations.•Maintained inventory of installed desktop hardware and softwarecomponents to keep records accurate and updated.•Explained technical information in clear terms to non-technicalindividuals to promote better understanding.•Responded to support requests from end users and patiently walkedindividuals through basic troubleshooting tasks.•Assessed system hardware and software, suggested modifications toreduce lag time and improve overall speed.•Documented and updated known fixes in knowledge base for futurereference.•Configured and installed computer systems for other sub-organizations.•Troubleshot potential problems and eliminated before issues escalatedor cascaded.•Collaborated with vendors to locate replacement components andresolve advanced problems. Show less

  • Senior Support Engineer

    Sept 2018 - Mar 2019

  • Junior Support Engineer

    Jun 2018 - Sept 2018

  • Intern Support Engineer

    May 2018 - Jun 2018
• 

  Intellitech-Systems-SA (Pty) Ltd

  May 2019 - Nov 2022

  Served Louis Dreyfus Company as the primary Systems administrator

  • Senior Engineer | Technical team lead

    Feb 2020 - Nov 2022

  • Systems Administrator

    Jul 2019 - Feb 2020

  • Outsourced Support Engineer

    May 2019 - Jun 2019
• 

  Nestlé

  May 2019 - May 2019

  Outsourced Support Engineer

  Outsourced as a Support Engineer from Intellitech-Systems-SA (Pty) Ltd

• 

  Louis Dreyfus Company

  Jul 2019 - Jun 2020

  Outsourced Systems Administrator

  Outsourced as a Systems Administrator from Intellitech-Systems-SA (Pty) Ltd

• 

  Core Group Southern Africa

  Nov 2022 - now

  Senior Network Engineer - Southern Africa