☁️Daniel Chikwava☁️

Experience

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  Mars Technologies

  Dec 2011 - Mar 2015

  IT Support Technician

  • Managing and supporting business systems i.e., E-mail, Network, MS Office Applications and all Client software.• Monitor and timely manage the network using the TMG Client• Managing the installation and Support of Computers on the domain, Local Printers, Fax Machines• Provide Remote support using Lync, Remote Desktop Connection or Team Viewer • Setting up users for secure printing on network Printers (Xerox WorkCentre and Canon).• Identify user's needs and provide written documentation to the Site Delivery Manager• Train users and IT Internship students for basic understanding of using computers within the organization• Provide weekly server reports • Liaison with other third party and service providers on Site e.g. Configuring;• IP Telephones to the Business Connection Managing Server• IPads and any other smartphones or tablets for business use• Microsoft Windows 7 Enterprise on HP Desktops, Laptops, and joining them to the Domain• Uses HEAT Call Logging System• Performs any other business related duties as directed by the IT Manager. Show less

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  4Tech

  Mar 2015 - Dec 2015

  IT Support Consultant

  Provide technical computer assistance to end users across the Company’s clients i.e.Radisson Blu HotelSeaman’s RenaultAll Echo Foundation CentresCRH AfricaCB AgenciesVW Tavcor Strand Hardware etc.• Assist with rollout and installation of computer equipment• Configure, test and support printer, novell, mobile, tablet smartphone s• computer equipment• Install Microsoft software related SAP products• Wireless implementations for internal use as well as inter branch• Daily tape backups at Radisson Blu Hotel.• Troubleshoot faulty equipment and software• Identify and resolve automated software deployment errors• Providing onsite hardware, software and LAN Technical support• Hardware Maintenance• Provide Antivirus Solution• Emails and Internet programs support. Show less

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  Dimension Data

  Jan 2016 - May 2019

  • Setup network monitoring for client’s on the SolarWinds Platform. • Managing approximately 12 000 network devices across the SolarWinds Platform• Meeting, Planning and strategizing efficient deployed methods as per client needs.• Includes setting up and on boarding new clients.• Acting as 2nd line of support or escalation• Setting up Application template monitors for applications, Services and Components using SolarWinds Server and Application Monitor (SAM)• Setting up email/SMS for various trigger events/alerts such as device up/down, high Mem/CPU, high interface percentage Utilization, UPS on Mains/Battery etc. SolarWinds NetFlow Traffic Analyser.• Creating custom reports• Setting up parent\child relationships between devices and dependency to suppress alert flooding.• Creating web portal views for customers to view their specific instance.• upgrading\maintaining Solar winds Platform• Setup custom pollers for devices that do not have default OID\MIB's• Creating Network Topology maps to display customer devices in a creative visual way using SolarWinds Network Atlas tool Show less • Dealing with the clients VIP users and acting as Team Lead• Taking responsibility for 1st and 2nd line remote desktop support and numerous Business Applications in a 24 x 7 (Shift Structured) environment• Use of the following environments/ platforms: Windows support and MS Office. • Responsible for hardware and software troubleshooting via remote desktop support tools.• Monitoring of WAN/ LAN networks, application servers and business services for clients via numerous monitoring platforms. • Troubleshooting WAN, VPN and LAN connectivity issues• Maintaining Server Infrastructure (Server 2003 – 2012)• Maintenance and Configuration of Virtual Platforms (VMware and Hyper-V)• Performing Administrative Tasks in Active Directory and Microsoft Exchange 2003 – 2010• Service Provider and Third Party engagement to resolve incidents• Incident Management of all priority incidents • Mentorship of T1 and T2 engineers within the Team• Perform service desk administration tasks on a daily basis (Call management).• Documentation and process implementation to align with corporate standards Show less

  • Systems Engineer (L2), CFS.Service Enablement

    Sept 2017 - May 2019

  • Service Centre Engineer

    Jan 2016 - Sept 2017
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  Amazon Web Services (AWS)

  Jun 2019 - now

  Escalation Engineer

  An Escalation Engineer works as part of the AWS Support Escalation & Event Management (E2M) Team to identify widespread and systemic customer facing problems for Amazon Web Services. Responsible for monitoring internal tools to identify customer facing problems. When a problem is identified ensures the appropriate parties are engaged to drive the resolution of the problem and act as an advocate on behalf of the customer to both report and manage the customer experience. Because our unique role, AWS Escalation Engineers have front-and-center limitless exposure to all things AWS, including numerous leading edge technologies.• Continuous real-time monitoring of incoming alarms• Prioritize, manage and own emerging and developing customer issues from start to finish• Quickly detect and diagnose service impacting events• Provide critical incident response/management for AWS Service Teams• Monitor and manage communications during high impact events via relevant channels• Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence• Drive down mean time to engagement and communication for all incident types• Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates• Provide crisp and timely communication on developing issues to relevant stakeholders• Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence• Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues• Deliver customer impairment reports for relevant stakeholders Show less