Lebo Thamene

Experience

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  First Technology

  Jan 2013 - May 2017

  • Provide a presentation for all new hires on the IT processes and the different methods to get assistance from onsite and remote helpdesko Start preparation for new hires laptops a week before on boarding date. o Make sure all required tools are applied for ahead of time• Executive support onsite and at offsite conferences• Weekly team meetings with engineers• One on one meetings for engineers not meeting monthly targets• Accountable for all IT equipment leaving site and newly bought items• Ensure stock is added onto service tool and assigned to the correct end user• Extract monthly stock takes from the local database • Assist level 3 teams with hands and eye support• Responsible for ensuring all work requiring third party companies is logged and accounted for by all parties• Maintain telephone system• First line of contact in the case of an escalation• Incident handling and assigning all tickets in the queue• Escalation point for junior engineers• Ensure all issues are completed within the agreed SLA agreement• Raising workflows and sourcing IT equipment for users onsite• Analysis of failures and trends on 3rd Party applications• Assist with mobile support, Apple and Android devices• Assist with setting up repairs and part replacements for users’ machines (Dell and Lenovo)• Ordering of stock and sending stock that has reached end of life back to the leasing company performed monthly• Remote and telephonic support for users not onsite or working offsite• Schedule refreshes and refurbishment of users’ hardware• Scheduling shifts for junior engineers Show less • Ensure stock is added onto the database• Ensure stock is assigned to the correct user on the system• Assist level 3 teams with hands and eye support• Get third party companies onsite to assist with part replacements• Assist with End user support functions Maintain telephone system • User support, troubleshooting of hardware and software related problems• Create new accounts for users in AD• Support users, telephonically, face-to-face and remotely• Resets passwords in ad, unlock accounts, modifying accounts• Ensure installation and troubleshooting of software • Re-imaging machines when needed/required • Help users with printing, troubleshooting of printers• Assist users from remote locations Durban, Cape Town, Bloemfontein, Mozambique telephonically with technical problems• Encryption of laptops and external hard drives Show less

  • Technical Team Lead - GE Account

    Sept 2014 - May 2017

  • Technical Support Engineer

    Jan 2013 - Aug 2014
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  EOH MS Services a division of EOH Mthombo Pty Ltd

  Jun 2017 - Aug 2018

  Technical Support Engineer - Sasol Account

  • Support all Sasol users with application/system issues.• Maintain 3 Day SLA closure on all callso (FCR)To limit the number of recurring calls• Desktop software support.• Updating and Closing calls with Service Now system.• Install software package correctly and support them.• Active Directory administration, user management and support.• VPN creation and management• IOS and android cell phone support• 3rd party application troubleshooting and problem analysis• Assist in user training, support and education• To ensure that all calls are handled by the Remote Support team prior to being redirected to a Site FSE Show less

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  Dimension Data Middle East and Africa

  Sept 2018 - Jun 2021

  Technical Support Team Lead

  • Management of PC day 1 process1o Ensuring all employees receive working machines on their first day of employmento Training on IT processes and support• Management of remote L1 and L2 desk• Onsite walk in support centre• Management of config centre(rolls out all laptops to the organisation)• Escalation point for junior engineers• Identify training requirements with fellow engineers to upskill talent• Provide support to the L3 engineer by assisting with VIP Incidents• Effectively delegate tasks to junior engineers ensuring an even distribution of workload• Develop a workaround plan and ensure the implementation of a resolution and recovery• Identify the root cause of incidents, events and problems and liaise with all stakeholders to identify a resolution• Effectively manage a team of IT Support Engineers, their resource allocations, assignments, capacity and overall performance.• Weekly stock management Show less

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  NTT Ltd. - Global Managed Services Division

  Jul 2021 - Aug 2022

  Technical Lead

  • Responsible for implementing, monitoring and maintaining Microsoft Azure solutions• Identity management• Management of PC day 1 process1o Ensuring all employees receive working machines on their first day of employmento Training on IT processes and support• Escalation point for junior engineers• Develop a workaround plan and ensure the implementation of a resolution and recovery• Creation of end-to-end processes for daily management of support desk• Process mapping and correction of existing processes• Management of walk-in center created for all onsite Employees (4 engineer site)• Identify the root cause of incidents, events and problems and liaise with all stakeholders to identify a resolution• Active Directory administration, user management and support. Show less

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  Amazon Web Services (AWS)

  Sept 2022 - now

  IT Support Manager