Open to opportunities

Mario Oliver

@mariooliver

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Dedicated IT professional with a passion for technical support.

South Africa

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What I'm looking for

I am looking for a role that offers growth opportunities and a collaborative environment.

I am a dedicated IT professional with a strong background in technical support and a passion for information technology. My experience spans various roles, including Tier 2 Desktop Engineer and NOC Engineer, where I have honed my skills in troubleshooting, customer service, and technical problem-solving. I thrive in both team settings and independent environments, always striving to achieve my goals and exceed expectations.

Throughout my career, I have worked with diverse technologies, including Microsoft Azure, Office 365, and various network management tools. My commitment to continuous learning is evident in my recent certifications, including Microsoft Azure Fundamentals and Administrator Associate. I am eager to leverage my skills and experience to contribute to a dynamic team and help drive technological advancements.

Experience

Work history, roles, and key accomplishments

Tier 2 - Desktop Engineer

Easy Computer Consultant - ECC

Jul 2024 - Oct 2024 (3 months)

Provided Tier-2 ICT/MSP support to UK-based companies remotely via telephone, emails, and live chats. Assisted Tier-1 support engineers with technical incidents and contributed to upskilling and training new Tier-1 support engineers.

Microsoft Partner Center Azure Active Directory SharePoint)Hyper V Kaseya VSA RT Zendesk Halo MS CRM Checkflow G Suit Firewalls DHCP DNS VPN TCP IP SweetProcess

Tier 2 - NOC Engineer

Frogfoot - Fibers

Mar 2021 - Mar 2024 (3 years)

Addressed client Layer-2 Network support-related issues and set up/configured Layer-2 FTTH/FTTB-ONT devices and service solutions. Monitored network and service performance using various tools and managed client environments via a central RMM system.

FTTH FTTB ONT UNMS Microtik WinBox Juniper Solar Putty CLI Telecommunications WiFi CRM

Desktop Support Technician

Tech-Quarters/Babble

Apr 2020 - Jan 2021 (9 months)

Provided Tier-2 ICT/MSP support to UK-based companies remotely and assisted Tier-1 support engineers with technical incidents and training. Troubleshot environments with Microsoft Desktops, networks, and managed support ticketing systems.

Microsoft Partner Center Azure Active Directory Firewalls DHCP DNS VPN TCP IP NinjaRMM RT Zendesk Halo MS CRM Checkflow SweetProcess

Customer Service Consultant

Digi Outsource (DOS)

Sep 2018 - Mar 2020 (1 year 6 months)

Managed customer relationships and responded to queries via calls, emails, web chats, and social media, maintaining and exceeding customer support SLAs. Optimized IT value chain using SCM, ERP, and CRM tools, and handled compliance and regulatory requirements.

Customer Relationship Management SCM ERP CRM Troubleshooting KYC AML SOW PCI DSS GDPR Malta Regulations Payment Method Investigation

Data Recovery Technician

Computer Storage Services (CSSi)

May 2015 - Mar 2017 (1 year 10 months)

Logged service requests, performed knowledge transfer, and troubleshot/escalated incidents. Configured desktop PCs and laptops, installed software, and managed email migration and recovery.

Troubleshooting Incident Management Desktop PC Configuration Laptop Configuration Installation Email Migration Email Recovery Data Backup ISO 9001

Help Desk Analyst

TAG William Lea Division (DHL-Group of Companies)

Apr 2016 - Jul 2016 (3 months)

Managed escalations and query resolution, controlled technical jobs, and performed user password changes. Conducted auditing of company equipment, created emails, and set up shared mailboxes.

Query Resolution Service Manager Password Changes Shared Mail Setup MF Printers Setup

Warranty-Controller / I.T-Technician

Techxperts in house at Incredible Connection Canal Walk Divi

Apr 2013 - Apr 2015 (2 years)

Handled general administration, escalations, and query resolution, and controlled technical jobs. Troubleshot faulty units including MF-Printers, NB-Laptops, Network Devices, and various operating platforms.

General Administration Query Resolution Troubleshooting MF Printers NB Laptops

Education

Degrees, certifications, and relevant coursework

Microsoft

Microsoft Certified: Endpoint Administrator MD-102, Endpoint Administration

Currently pursuing certification as a Microsoft Certified Endpoint Administrator. This involves studying to deploy, configure, secure, manage, and monitor devices and client applications in an enterprise environment.

Westridge High Senior Secondary School

Grade 12 / Matric, General Studies

Completed secondary education with a focus on English, Afrikaans, Biology, History, Maths, Life Orientation, and Geography. Gained foundational knowledge across various academic disciplines.

Boston City Campus & Business College

CompTIA / I.T Server Engineer support & Security Practitioner, Information Technology

Completed comprehensive training in IT server engineering and security. Acquired certifications in Windows-XP/VISTA/7, A+, N+, Server+, Security+, and Project+.

Microsoft

Microsoft Azure Fundamentals AZ900 Certification, Cloud Computing

Obtained certification in Microsoft Azure Fundamentals, demonstrating foundational knowledge of cloud services and how Microsoft Azure provides them. This included understanding core Azure services, solutions, and management tools.

Microsoft

Microsoft Azure Administrator Associate AZ104 Certification, Cloud Administration

Achieved certification as a Microsoft Azure Administrator Associate, validating skills in implementing, managing, and monitoring identity, governance, storage, compute, and virtual networks in a cloud environment. This involved hands-on experience with Azure administration.