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I am an energetic and enthusiastic person who enjoys a challenge and achieving personal goals. My present career aim is to work within IT Industry because I enjoy working with computers, I enjoy the environment and I find the work interesting and satisfying. The opportunity to learn new skills and work with new technologies is particularly attractive to me.


  • Technology Forums
  • Social Networking
  • Travel and Exploration 


  • My Diploma in IT has enabled me to develop good organisational skills, an analytical/logical approach to tasks and the ability to work under pressure. I am able to work well both on my own initiative and as part of a team.

    My main strengths are adaptability, dependability and the determination to get a job done as proven by my varied work experiences in retail, and IT industry. I try to learn something new from every experience because I believe there is always room for self-improvement both personally and professionally.


Web Development
My advance web development capabilities encampuses analysis, design, development, and maintenance work using the following languages: Java Script, VB Script, and HTML,/XHTML
  I am knowledgeable in SQL Server, Oracle 10g, and MS Access. I can provide the following services in the above mentioned databases: Analysis, Design and Development.  
Use it to run basic commands together with SQL 2008 to manipulate date from a live database
Remote Support
 Able to use the following tools to remotely login to the client environment, Team Viewer,Virtual and VNC - Problem solving abilities Good communication skills, verbal and written Ability to work under pressure Team Player Ability to Self-Manage and Self-Motivated Positive attitude Customer Focus Listening skills Adaptability  Building customer loyalty    

Work experience

Mar 2013Present

Technical Support Consultant



Partners: Engage with the partners support desk delivery and resolution and response timelines committed to LRMG through the partner contracts.



  • Manage the communication of all open tickets through the ManageEngine helpdesk
  • Resolve issues logged on the helpdesk
  • Escalate tickets that cannot be resolved internally to vendor and manage communication and resolution with vendor
  • Continually up skill own knowledge of support products and solutions.
  • Participate on a project team that will be defined and organized according to the skills and experience required for the implementation.
  • Execute tasks related to client delivery; time will be focused on detailed project tasks.
  • Identify and recommend product customizations, enhancement or work-around to meet client requirements.
    • Perform knowledge transfer to client admin staff.
    • Provide both engagement and product leadership to the client as well as to a cross-functional team.
    • Work with internal groups to define, deliver, and assist with post-implementation issues.
    • Manage and grow help desk system
    • Generate monthly client reports
    • Generate monthly helpdesk reports
Sep 2010Feb 2013

Helpdesk Agent


Duties and Responsibilities

Responsible for the following focus areas:

  • Ensure the phone is always answered timeously and in a professional manner
  • Display professional, helpful, responsive behavior and willingness to assist the users at all times
  • Ensure no telephone calls are dropped.
  • Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle.
  • Demonstrate effective and efficient management of incidents during the life cycle of the incident using Simplicity

Respond to all raised incidents via :

  • Telephone calls (ensure that the telephone script is followed)
  • Emails
  • If unsuccessful, reassign and/or escalate the incident to 3rd level support, including the Field Service Engineer
  • Must assign the incident and ensure incident resolution process begins
  • Track and update incidents via the simplicity system
  • Responsible for checking the Service Desk Email Messaging system for User calls.
  • Take ownership if any incident that have been re-assigned to you
  • Hand-over all incident to the next shift for further resolution.
  • Responsible for escalation of incidents to IT internal management or to external 3rd Party
  • Management if required to resolve and restore the Service affected
  • Responsible for providing the user with regular feedback on the progress of the incident
  • Responsible for ensuring that incidents within Simplicity record the activities taken during the incident life cycle to reach a resolution monitoring of incidents
  • Responsible for ensuring that all details captured into Simplicity system are accurate, error free and clearly highlights what the impact is / was to the user
  • Responsible for following up of all reassignments to ensure that incidents do not breach and that adequate / timeous progress is being made as per agreed SLA’s
  • Monitor the progress of all incidents assigned and ensure that all steps are taken by the right resource resolve the incident before it breaches

Closing of incidents

  • Once a resolution has been found and/ implemented take responsibility for obtaining permission via email from the user to close the incident logged.
  • The incident may not be closed unless the user has given permission to close it.
  • Responsible for attaching required permission email to the logged incident within Simplicty ensure that resolution details are filled in appropriately.
  • Follow-up with the user on the resolution of the incident.Governance and Compliance


  • Implement developed systems, timeously, for the Service Desk environment e.g.; trouble shooting guides, methodologies, operation manuals etc.

Customer Service


  • Respond timeously to customer queries and provide regular feedbackUpdate customers on the progress being made with their specific incident.Actively find ways to improve customer serviceProvide customer service as per agreed SLA’s with Business.
  • Performance Contracts
  • Participate in annual contracting process, agree and sign required documentationParticipate in quarterly performance management process / reviewsSkills Development
  • Ensure learning solutions are identified, proposed and implemented according to ongoing personal and team development plans.Negotiate training and development requirements with manager.
Mar 2008Aug 2010


Business Connexion


  • Act as the first point of contact (telephonic) for the user community of IT services.
  • Log each incident on Remedy
  • Provide contact level support and keep track of the Remedy incidents that have been assigned  to second and third level support groups.
  • Keep the user informed about the status and the progress made on the incident reported by the user.
  •   Attempt telephonic 1st level diagnostic in order to quickly resolve / restore the failed service Act as the single point of contact (SPoC) for all IT related issues,incidents, service request etc for the user community

Key Responsibilities

  • Telephonically supporting users nationally using the remedy call logging system.
  • Logging and assigning, updating and closing of all Remedy Incidents.
  • Doing first-line support, taking preventative action and implementing workarounds when needed.
  • Following and escalating problems incidents with other departments during the day-to-day operations
  • Updating remedy with meaningful quality information and giving regular feedback regarding incidents or procedural changes.
  • Offering a professional service to internal and external customer
  • Abiding by the rules, guidelines and policies as stipulated


Feb 2004Jun 2008

N Dip:Information Technology

Durban University of Technology (DUT)

Major subjects

  • Development software
  • Information Systems

Programming Languages  

  • C# (Software Development)
  • Java (Technical Programming)
  • Visual Basic 6.0(Development Software)

Web Page Design              

  • Internet Programming(HTML, CSS,SQL,JavaScript,XML)

Other subjects                   

  • Systems Software (Networks and Operating Systems theory)
  • Communication Skills
  • Accounting Skills
  • Legal Aspects


Francis Lawrence

My former team leader at UCS Technologies
  Mobile : 073 544 8084 Email :[email protected]