Sebaka Ntlatleng

Experience

• 

  Dimension Data Middle East and Africa

  Oct 2000 - Sept 2009

  • Total management of Insite Operation engineers and Service Desk agents outside of normal business hours. • During normal working hours the job includes management of the Shift Engineers from a technical and service delivery perspective• To be an escalation for the Shift engineers, assisting with major outages, ensuring the correct procedures are followed at all times, that the correct people have been informed of faults and are updated according to the Correct procedures. • To ensure that the Netcool Journal and Siebel updates are accurate, detailed and appropriate.• To ensure inbound calls are correctly logged, allocated and tracked to completion. • To produce daily, weekly and monthly service delivery metrics for Service Desk and Insite. Compile and analyse weekly and monthly SLA reports and identify improvement areas.• Run monthly reports on voice and Siebel calls, device configuration download failures, analyse and present them to the Operations manager. • Ensure that there are sufficient staff members to run the shift.• Approving leave, dealing with daily HR issues for the team, including recruitment, and any disciplinary that may be appropriate.• Organise training for new employees, hand holding process and handover process. • To setup KPI’s with engineers and follow up process and conducting half year and end of year reviews• To conduct QA checks, identify improvement areas and setup performance rehabilitation process. • To mentor, guide and train staff members to achieve the desired service levels in GSC. Show less • Configuration and implementation of network management tools (Cisco Works, Spectrum and eHealth)• Configuration and implementation of IP telephone billing system (MIND)• Installation of IP telephones and assisting in configuration of call manager system.• Deployment of Cisco devices (switches, routers and firewalls) to the network management tools.• Monitoring and management of Cisco devices.• Pro active report generation and presentation to the client.• 1st and 2nd line troubleshooting of Cisco equipment.• Implementing workflow processes and procedures for the client.Skills transfer to the client. Show less • Monitoring and management of client’s networks.• Doing ping and SNMP/ICMP response tests on Cisco devices.• Remote diagnosis of network related problems (show commands, IP accounting, trace routes, ISDN dialer activation, threshold monitoring and analysis including servers), includes Cisco routers, switches and hubs.• Support and management of wireless devices and firewalls.• Pro active management of life stats of devices monitored.• Reporting and escalations of faults to Telkom and other 3rd party vendors.• Ensure correct allocations and escalation procedures are followed on all incidents Show less

  • Team Leader

    Aug 2007 - Sept 2009

  • Network Management Engineer

    Jun 2006 - Aug 2007

  • Global Service Centre - Engineer

    May 2003 - Jun 2006

  • Communications Center Agent

    Oct 2000 - May 2003
• 

  SIZWE IT CONSULTING

  Oct 2009 - Sept 2012

  Network Engineer

  Preparation, installation and configuration of Cisco equipment (routers, layer2 and layer 3 switches), Network infrastructure cut over for clients (Network Upgrades)Installation and configuration of wireless network Installation of Cisco IP Phones and configuration on Cisco Call ManagerNetwork Management/Support and troubleshooting and telephonic support.Network Support (LAN and WAN) for the North West regionTravelling to client sites to resolve network related problems. Voicemail setup on Cisco Unity serverRightFax setup Network support to remote clients.User training on IP Telephony and skills transfer. Preparation of training documents for users on IP Telephony Show less

• 

  Sentech

  Sept 2012 - Sept 2017

  Network Administrator

  Network management and monitoring across all regions (network traffic and bottleneck)Keeping an eye out for needed updates and upgradesDesign, installation and implementing (Wired, wireless and voice) networkEvaluating, implementing network management and monitoring toolsEvaluating and appointment of suppliersAdvising on new technologies to be implementedAssisting with server and security deployments2nd and 3rd line network support

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  Sizwe Africa IT Group

  Sept 2017 - now

  • Service Delivery Manager: Collaboration and Enterprise Solutions

    Mar 2023 - now

  • Senior Network Engineer

    Sept 2017 - Mar 2023