Computers
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
Microsoft SQL ServerMicrosoft Office 365TSQL, MySQLMicrosoft/Azure Active DirectoryAnti-virus, Malware & Anti-spywareAcronis & SolarWinds Backup Management
Document Management SystemsCustomer serviceSystem upgradesDiagnostic skills
Project ManagementRisk managementSystem Analysis
Communication skills
Deployment of Enterprise applicationsProficiency with CRM systemsOral and written communicationHelp deskExchange Server
Fast learner
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
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