Mervin Pillay
Liquor Store Sales Assistant
Papatoetoe
Summary
Enthusiastic and skilled Hybrid Desktop & Network Administrator with over 10 + years of experience in managing and optimizing both desktop and network environments. Proficient in providing exceptional technical support, troubleshooting complex issues, and ensuring seamless network performance. Adept at implementing robust security measures, conducting system upgrades, and maintaining hardware and software integrity. Known for excellent communication skills, a proactive approach to problem-solving, and passionate about automation and efficiency to enhance user experience business continuity. Eager to leverage a diverse skill set and a passion for technology to contribute to a dynamic IT team and organization.
Overview
27
27
years of professional experience
2020
2020
years of post-secondary education
Work History
Liqour Store Sales Assistant
Portage RD Liquor
01.2020 - Current
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Assisted customers with prompt and polite support in-person and via telephone.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
Accounts Manager
NZ MOBILES LTD
04.2017 - 06.2018
- Manage and grow a portfolio of high-value accounts, ensuring strong client relationships and retention.
- Develop and implement account strategies to maximize revenue and customer satisfaction.
- Identify new business opportunities and proactively pursue leads to drive sales growth.
- Regularly provide senior management with reports on account performance, challenges, and opportunities.
- Ensure accurate and up-to-date account records, contracts, and administrative systems.
- Monitor client accounts to ensure timely payments and address any billing issues.
- Act as the main point of contact for key clients, resolving escalations efficiently and professionally.
- Achieve and exceed sales targets through proactive account management and upselling.
- Prepare and follow up on quotations, ensuring a high conversion rate.
- Analyze customer needs and recommend tailored solutions to enhance business value.
- Collaborate with internal teams, including technical support and operations, to ensure seamless service delivery.
Business & Technical Support
2Degrees Mobile Ltd
08.2010 - 01.2017
- Provided Level 1 & 2 technical support via face-to-face, remote tools, and phone, ensuring high client satisfaction.
- Managed Active Directory, Windows 10, Office 365, Azure AD, Intune, and M365 Admin Center for user administration and security compliance.
- Mentored and trained junior team members, taking ownership of unresolved tickets to ensure timely resolution.
- Led End User Computing (EUC) management, including workstation setup, mobile device management, and software distribution via Intune.
- Implemented and enforced device compliance policies, ensuring all managed devices met security standards.
- Managed IT asset lifecycle, including hardware tracking, Office 365 licensing, and inventory management in ITSM.
- Configured and deployed IT hardware/software, including MS Office, VPNs, OneDrive, SAP, and MFA, aligning with company policies.
- Worked closely with L3 teams to resolve complex technical issues and optimize IT infrastructure for business needs.
NOC Engineer
2Degrees Mobile Ltd
01.2016 - 03.2016
- Handle and escalate faults and incidents, ensuring timely resolution and minimal service disruption.
- Perform facilities maintenance and regular checks to ensure optimal operation of equipment and infrastructure.
- Maintain and update the WIKI and technical documentation, ensuring accurate and accessible knowledge for the team.
- Provide Tier 3 support for co-location, customer backup networks, and ISP services.
- Participate in the 24/7 on-call rota, providing after-hours support when required.
- Report regularly on the status and performance of Zen's network, ISP services, and facilities.
- Identify and respond to faults across Zen’s systems and networks, coordinating with 3rd party suppliers as needed.
- Monitor and manage critical systems such as air-conditioning, UPS, generators, and power usage, ensuring proper health and safety checks at Zen POPs (Points of Presence).
- Ensure maximum service availability and performance, proactively addressing potential issues.
- Provision customer network services on core network equipment, ensuring smooth implementation and configuration.
- Provide ongoing support to engineering and technical teams, assisting with troubleshooting and service optimization.
IT Support Engineer – 1st & 2nd Level Support
SYSTEMS ADVISORY SERVICES
10.2005 - 12.2009
- Provided 1st and 2nd level support for AS400, Active Directory, and Citrix Program Neighborhood.
- Managed the build, configuration, and support of PCs, laptops, and workstations.
- Oversaw software management for both workstations and servers to ensure system stability.
- Managed customer bulk printing, ensuring smooth operation and timely output.
- Monitored system performance and data to identify and resolve issues proactively.
- Managed Tivoli storage, including disk monitoring and management to ensure efficient use of resources.
- Installed hardware and software for customers, ensuring correct configuration and compatibility.
- Managed AS400 server backups, ensuring consistent data protection and recovery readiness.
- Conducted Nagios performance monitoring, troubleshooting and resolving alerts as needed.
- Performed routine tasks such as resetting passwords, printers, routers, switches, and controllers to maintain system access and functionality.
UNIX Systems Officer
EKURHULENI METROPOLIN TOWN COUNCIL
10.1998 - 01.2005
- Supported 500 end users, providing timely assistance and troubleshooting for hardware, software, and network issues.
- Managed and scheduled night shift work for support analysts, ensuring continuous service availability.
- Responsible for the maintenance of Sun Solaris E3000, Mapper, and the Venus receipting system, ensuring optimal performance.
- Set up and installed UNIX upgrades within existing client networks, ensuring seamless integration and minimal disruption.
- Planned and participated in IT projects aimed at improving work efficiency, driving innovation, and optimizing infrastructure.
- Windows Network Administration: Created user accounts, reset passwords, and managed network shares.
- Provided proposals and recommendations to internal clients on how to improve their existing IT infrastructure and optimize performance.
- Managed and created user accounts on both UNIX and Windows networks, ensuring proper access control and security.
- Troubleshot and resolved issues across the UNIX network, ensuring minimal downtime and optimal functionality.
Education
Preparation for Work Programme - Completion Certificate
QUALITY EDUCATION SERVICES
Certificate in web designing - level 2
SUCCESS EDUCATION
National Certificate in Employment Skill - undefined
AUCKLAND CITY TRAINING (A.C.T)
Key Skills
- Workstation Deployment & Setup: Expertise in hardware installation and assembly; providing real-time support for software issues, peripheral troubleshooting, and resolving printer driver conflicts.
- Cloud Services: Extensive experience with MS Entra, G-Suite, Office 365, and migration from on-premise Active Directory to cloud-based environments. Skilled in Group Policy and automation.
- Virtualization & Integration: Proficient in Hyper-V, Windows VM, Office 365 integration with Mimecast and Email Exclaimer.
- File Storage & Management: Deep understanding of shared drives such as OneDrive, SharePoint, ONQ, NAS drives, and on-prem servers (Windows Server 2012 to 23H2).
- Operating Systems: Expertise in Windows Server, various Linux distributions, macOS, and Android.
- Networking: Configuration of routers, switches, servers, LAN, and WAN environments; proficient in PuTTY and PowerShell scripting.
- Networking Protocols: Strong knowledge of TCP/IP, DNS, DHCP, DHCPv6, and routing protocols (OSPF, EIGRP).
- Collaboration Tools: Skilled in configuring MS Teams and Zoom meeting rooms.
- Telephony Systems: Understanding of PABX and Genesys PureCloud telephony systems.
- Dashboard Systems: Expertise in ScreenCloud, Spinify, and PureCloud Matrix for performance and analytics.
- Remote Support Apps: Configuration of remote support applications on company devices for efficient troubleshooting and management.
- Ticketing & CRM Systems: Familiar with Jira, ServiceNow ticketing systems, and Salesforce CRM for streamlined operations and customer management.
- Communication: Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly.
- ITIL & IT Governance: Expertise in ITIL processes and IT governance to ensure service delivery excellence.
- Problem Solving: Strong analytical skills with an aptitude for troubleshooting complex issues.
- Service Orientation: A highly service-oriented approach with a focus on delivering customer satisfaction.
Personal Information
- Citizenship: NZ Citizen
- Driving License: NZ Drivers License
Timeline
Liqour Store Sales Assistant
Portage RD Liquor
01.2020 - Current
Accounts Manager
NZ MOBILES LTD
04.2017 - 06.2018
NOC Engineer
2Degrees Mobile Ltd
01.2016 - 03.2016
Business & Technical Support
2Degrees Mobile Ltd
08.2010 - 01.2017
IT Support Engineer – 1st & 2nd Level Support
SYSTEMS ADVISORY SERVICES
10.2005 - 12.2009
UNIX Systems Officer
EKURHULENI METROPOLIN TOWN COUNCIL
10.1998 - 01.2005
Certificate in web designing - level 2
SUCCESS EDUCATION
National Certificate in Employment Skill - undefined
AUCKLAND CITY TRAINING (A.C.T)
Preparation for Work Programme - Completion Certificate
QUALITY EDUCATION SERVICES
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