Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
OperationsManager

Lucian Sieberhagen

IT Enthusiast
Auckland,AUK

Summary

As an accomplished professional with 8 years of industry experience, my skills and training would add value to your organization.

In my previous role as a IT Support Engineer, I gained the knowledge and experience I need to hit the ground running and start making an immediate contribution right away.

The following are just a few highlights of my professional skills and achievements that I hope to bring to your organisation.

Overview

2
2
Languages
7
7
Certifications
5
5
years of post-secondary education
8
8
years of professional experience

Work History

Technical Support Representative

CloudTech
Auckland
05.2019 - Current
  • Devised solutions to operations issues related to SugarCRM and Office365, working closely via phone, email, and web teleconference.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Configured hardware, devices and software to set up work stations for employees.
  • Use Sugar ticketing systems to manage and process support actions and requests.
  • DB Ddministration
  • Advanced Reporting SugarCRM & MySQL
  • Troubleshooting SugarCRM (Admin Certified)
  • Advanced Workflow Creation
  • Microsoft AAD and Sugar Integrations
  • Oauth2 setup and configuration
  • Office365 and Azure Admin

Support Engineer

SyncmyOffice
Cape Town, WC
07.2017 - 05.2019
  • SharePoint - Creation, Management of Sites
  • Designed and implemented new server standards
  • Office 365 Deployment & Migration
  • Windows Server 2012 Configuration, Maintenance & Migrations
  • Project Management
  • Website development (HTML, CSS)
  • Acronis & SolarWinds Backup Management
  • Telephonic, Remote & onsite support
  • Provided documentation on start-up, shut down and first level
    troubleshooting of processes to helpdesk staff
  • Directed onsite training for business users to maximize productivity
  • Recommended network security standards to management

IT Support Manager

Kingsley Technologies
01.2016 - 07.2017
  • Prepared employee schedules for maximum coverage during key hours.
  • Monitored employee and customer interactions to assess quality of service.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Hired, trained and mentored staff to maximize effectiveness.
  • Managed support department
  • Communicated with the Director & Office Manager daily to provide
    status updates
  • Level 3 Support (desktop, email, cPanel/WHM and internet connections)
  • Monitoring server reports, such as up-time, malware detection, etc
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
  • Project Management
  • Client Relations

Second in Charge

Matrix Warehouse Computers Bellville
Cape Town, WC
01.2013 - 01.2016
  • Technical support, Reported to Regional Manager
  • Building and Troubleshooting High-end Computers
  • Linked computers to the network and to peripheral equipment, including printers and scanners.
  • Answered calls and emails at the company's help desk, assisting employees and customers with troubleshooting computer issues.
  • Used diagnostic tools to identify hardware failures and replace components that were not functioning.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Managed staff
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.

Education

High School Diploma -

Bellville HighSchool
Cape Town
01.2008 - 11.2012

Skills

Web Development

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Accomplishments

  • Promoted to Second in charge after 8 months of employment.
  • Exchange to Office365 Migration 60+ users
  • SSO integration with Sugar and Azure
  • Increased number of resolved job tickets by 30% over previous year.
  • Supervised team of 6 staff members.
  • Assessed potential issues and recommended solutions that were within budget constraints.
  • Provided extensive technical support to the customers
  • Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.
  • Completed the Certified SugarCRM Administration Specialist exam and certification after 6 months (KPI was set for 12+ months after start date)
  • Promoted to Support Manager within 3 months due to outstanding work performance and ethics.
  • Program Requirements Wrote program requirements which
    succeeded in a positive outcome.

Certification

Cloud Computing

Interests

Computers

Motorcycles

Reading

Gaming

Timeline

Technical Support Representative

CloudTech
05.2019 - Current

Support Engineer

SyncmyOffice
07.2017 - 05.2019

IT Support Manager

Kingsley Technologies
01.2016 - 07.2017

Second in Charge

Matrix Warehouse Computers Bellville
01.2013 - 01.2016

High School Diploma -

Bellville HighSchool
01.2008 - 11.2012

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Lucian SieberhagenIT Enthusiast