Energetic IT Engineer | Digital Jersey

My name is Danny and I reside in sunny Durban, South Africa. I am looking for opportunities with a great and dynamic company In Jersey. I am an extrovert who is highly self-motivated, and I bring with me 14 years of IT experience.

I have experience mostly in the Windows desktop and server environments, but I have supported Mac laptops and desktops too.

Experience with:
– IBM Lotus notes
– Microsoft Office 365 application support
– Setting up basic networks and network devices such as switches and routers, IP cameras and modems
– Network fault finding and troubleshooting
– Analysing monitoring systems
– Backups and disaster recovery on both servers and desktop environments
– Upgrades and general maintenance of hardware
– I have some limited IIS experience such as setting up basic binding settings when renewing site certificates!

Most recently (4 years or so) I have switched over to application support:
– Supporting BMC REMEDY ITSM ticketing system which is in the process of moving to cloud hosted Helix solution
– Managing support scrums to ensure team is on top of assigned tasks
– Engaging with clients and stakeholders to manage feedback on logged issues
– Support of Atlassian suite of Confluence and Jira hosted on Linux servers, including the setup of these applications on the Linux servers
– Troubleshooting of various issues when applications have been troublesome
– Advising and consulting users on how to use these applications
– Setup of Jira projects, workflows and fields
– Installation and troubleshooting of plugins for both Jira and confluence
– I have also been involved in the setup and support of Agiloft (compliance contract management software)
– Basic admin of OKTA admin portal for assigning users applications and setup of device tokens

I live, breathe and value customer service; I understand that I may not know the answer to every problem, but I make it my mission to find out and to follow a problem or task through to its completion. I am efficient and consider myself an asset to any team. I have also started diving into Azure cloud administration and I recently attended the Azure administrator AZ-104 course. I’m a very enthusiastic and highly energetic person, a motivator and team player, and strive to bring the best out of any situation and people around me!

Details

Name: Danny Mchunu

Email: [email protected]

Experience

IT Support Services Engineer

Company:	Derivco
From:	01/10/2018
To:	06/09/2022
Responsibilities:	• Managing of Support Queues in BMC REMEDY Service desk, attending to calls logged by users and assisting with resolution of all issues to try meet agreed SLA agreements • The Primary Support of BMC Remedy system to the organisation, creating accounts, creating support groups, resolution categories and many other functions within the Remedy product • Managing the Remedy Modules (Incidents, Work Orders, Change, Tasks, Problem Management. ect.) of the organisation as per ITIL Standards • Working with Operators to create user accounts to the Assist portal, assisting operators with issues arising from Assist and Remedy • Training of both internal and external staff as well as operators on the different functions and how to use Remedy and the Assist portal • Working with developers and testing their changes to the applications we support and providing them with feedback • Running basic SQL queries to update and resolve background system forms and tables for Remedy • Creation of reports From Remedy and other applications we support to assist us in better support of the products • The infrastructure maintenance of our Servers used in the team, including reporting on our current hardware, the performance of windows updates and server maintenance; advising devs on the status of their servers • Managing and supporting the Atlassian Suite of Jira and Confluence, both the server environment and end user support • Experience in working on the OKTA authentication portal • Basic troubleshooting of Linux Servers which are running Jira and confluence applications • Setup of Monitoring screens using Grafana monitoring system for monitoring of servers • Generating of IIS certificates and applying these to web servers • Assisting the team to support various other in-house applications

Desktop Engineer - Level 2

Company:	Derivco
From:	01/03/2017
To:	28/09/2018
Responsibilities:	• Managing of a service desk, attending to calls logged by users and assisting with resolution of all issues • Assisting with the running and support of meeting rooms to make sure that meetings are conducted without any issues • Working with project managers on certain projects to ensure company applications are delivered to the right teams and that the applications are well supported, e.g., Microsoft Teams enrolment • Working on projects given to me by my manager for whatever is required for the organisation, e.g., DeepFreeze Project for all the training rooms • Hardware Audit project to determine the current hardware of departments and assisting with spec for newer hardware upgrades • Building of user PC's using SCCM

Education Qualifications

Skills:
Networking, Active Directory, Windows Server, Office 365, BMC Remedy, Basic SQL, Jira, Confluence

Awards:
- ITL Foundation 4
- Apple Certified Support Professional 10.13
- Azure Administration Essential Training
- Azure Machine Learning Development
- Jira Basic Administration
- Learning Jira Software