Tshawanda M.
Mid-Level IT Support Engineer
Open to offersNew to PlatformAbout
Tevin M. is an accomplished IT professional specializing in providing comprehensive technical support in corporate settings. With a proven record as an IT Service Desk and Network Administrator, Tevin excels in managing complex technical issues with efficiency, ensuring optimal functionality of critical systems. Currently serving as an L2 IT Support Engineer at Absa Group since July 2022, Tevin provides Tier 2 IT support nationwide, focusing on banking system reliability and remote access security via platforms like Zscaler and Cisco VPN. His expertise extends to administering the Microsoft 365 Suite and managing Azure Active Directory to boost user productivity. Prior work at Advanced Projects and People saw him manage SDWAN and VoIP systems for retail and fuel station chains, honing his skills in incident resolution and ITSM processes including Incident, Problem, and Change Management. Tevin’s certifications, such as Microsoft Azure Administrator and CCNA, bolster his substantial technical proficiency and dedication to staying at the forefront of IT industry advancements.
Experience
L2 IT Support Engineer
Absa Group · 2022 — PresentProvide remote Tier 2 IT support for ABSA users nationwide, addressing technical issues related to banking systems. Resolve over 16 incidents daily while meeting performance targets and SLAs. Support core in-house banking applications to ensure the functionality of financial systems. Troubleshoot connectivity issues with Zscaler and Cisco VPN to maintain secure remote access. Manage Cisco VoIP applications, focusing on call quality and configuration. Administer Microsoft 365 Suite, including Teams and Outlook, to enhance user productivity. Comply with organizational standards when installing and configuring software and hardware. Escalate complex incidents through ServiceNow to relevant teams. Conduct root cause analysis to address recurring issues and train L2 Desktop Support Interns.Network Engineer
Advanced Projects and People · 2020 — 2022Installed and maintained SDWAN and VoIP systems at JD Retail stores and Shell Fuel stations in Gauteng. Deployed FortiGate firewalls, Cisco firewalls, managed switches, and FortiAPs to ensure network performance. Executed network cutovers and resolved incidents adhering to 4-hour SLAs while maintaining client satisfaction. Followed ITSM protocols for Incident, Problem, and Change Management to promote efficiency. Documented billing hours and travel distances for accurate financial records.Desktop Support Engineer
Ampleinsurance Brokers · 2019 — 2020Provided technical support to over 80 insurance agents within a fast-paced call center. Managed Active Directory alongside VPN and IP-PBX systems. Monitored network performance for dual failover connections, ensuring 99.9% uptime during peak periods.IT Support Engineer
Mezzanet Computers · 2011 — 2018Delivered field technical support to small and medium-sized businesses in Gauteng, optimizing IT infrastructure performance. Installed and supported various operating systems including Windows 7, Windows 10, and Windows Server 2016, as well as Microsoft Office 365. Managed user accounts in Active Directory and Exchange Server. Installed and monitored virtual machines using Hyper-V, along with printers, routers, managed switches, and wireless access points.IT Support Intern
PC Workshop Midrand · 2008 — 2010Developed essential skills in Active Directory, Exchange Server, hardware repair, server assembly, and network troubleshooting.
Skills & Expertise
Education
- Cambridge O LevelGifford High School
- Cambridge A LevelGifford High School
- Diploma in Marketing ManagementBulawayo Polytechnic