- English
- Afrikaans
- Zulu
- Sotho
Ntokozo Bam
Hilversum
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
IT Support & Infrastructure Manager
WCC Development B.V.
01.2023 - 06.2024
- Managing sites in Amsterdam, Kuala Lumpur, US & New Zealand
- Network redesign, purchase of hardware, configuration and implementation
- Built new Corporate & Guest WiFi using UniFi hardware
- Creating new Onboarding and offboarding procedures
- Managing phone contracts with KPN activation and registration
- Implementing new MDM solution JumpCloud to reduce Azure costs
- Reviewing IT contracts and implementing changes using overall costs (using Torii)
- Reviewing hardware supplier (switched to new hardware supplier)
- Printer optimization for network, secured printing and internet printing
- Modernizing desk setup in office
- Asset management for all regions using JumpCloud and Intune
- Assisting in obtaining ISO27001 certification
- Developed comprehensive disaster recovery plans, ensuring business continuity during critical events.
- Tested network's performance and created strategies to maintain integrity of overall infrastructure.
- Enhanced team performance through coaching, mentoring, and providing professional development opportunities for staff members.
- Worked in team-driven environments and communicated effectively with stakeholders.
Senior Information Technology Engineer
Backbase
05.2022 - 12.2022
- Asset Management
- Managing Intune & JAMF Pro
- Meeting Room System Management and upgrade
- Offered troubleshooting via voice and text chat, maintaining resolution rates.
Information Technology Project Coordinator
Sennder
01.2022 - 05.2022
- Managing sites in Amsterdam and Rotterdam
- Asset Management
- Network Management
- Registering calls in ticketing system
IT Support & Infrastructure
Fastned B.V.
08.2021 - 01.2022
- Managing sites in Amsterdam, Belgium, UK, France & Switzerland
- Network redesign, purchase of hardware and implementation
- Onboarding and offboarding employees
- Managing phone contracts and implementing changes
- Implementing a new MDM Solution for mobile phones & laptops
- Antivirus solution for corporate devices testing, purchase and implementation
- Camera Security System design and implementation
- Restructuring laptops being used, and fine tuning for each department to save costs
- Mobile phone choices optimize and reduce the number of options
- Printer optimization for network, secured printing and internet printing
- Meeting room redesign and implementation
- Purchasing hardware for each user and standardizing equipment used for both desk and home office
- Also standardizing desk setup
- Documentation and management of everything including network, contracts
- Implement proper support tools including asset management, software management and lifecycle of hardware equipment
- Administering users and drives in Google Workspace
IT Technician / Analyst
GEANT
03.2020 - 09.2021
- Updating all Mac hardware and creating new images for zero-touch deployment
- Managing the whole Mac using JAMF Pro for both iOS & macOS devices
- Purchase and setup of new hardware for the meeting rooms Logitech Tap, Logitech Meetup and Logitech Rally
- Configuring Time Machine for macOS allowing for use offsite and onsite
- Purchase, replacement printers and configure for use on the network enabling mobile printing
- Creating user documentation for standard applications Zoom, Slack, Teams, eduVPN, OneDrive and Google Drive
- Creating accounts for new hires Login and Email, Zoom, Slack, Outlook, LastPass
- Arranging hardware for new hires laptop, mobile phone, monitor and other accessories for home office as well as for their desk setup at the office
- Re-organizing the IT store and doing a proper stock take
IT Technician
SuitSupply B.V.
06.2019 - 01.2020
- Logging Calls in Topdesk, E-mail handling, answering calls, providing limited onsite support, network troubleshooting, software support
- Also supporting iPads & iPhones
- 1st and 2nd line Support for 100+ stores including weekend shifts
- Creating user documentation and procedures and supporting inhouse applications
- Network monitoring of all the stores worldwide ensures connectivity
IT Support Analyst
Norgine B.V.
09.2018 - 06.2019
- Manage the effective resolution of reported support issues
- Act as a technical authority, providing expertise to both team members and users
- Ensure that we surpass internal clients' expectations
- Keep internal clients informed in a professional manner ensuring accuracy of detail
- Troubleshoot problems and provide advice on appropriate and required actions
- Install, support and provide routine maintenance to hardware and software
- Ensure that documentation and job notes are kept up-to- date and accurate
- Manage the IT inventory
- Participate in IT projects
- Handle other duties and responsibilities as defined by the manager
- Manage both the Amsterdam (Norgine BV) and Belgium, Heverlee (Norgine NV) sites (monthly visits)
- Upgraded all Windows 7 clients to Windows 10
- Update all Flex desks with ergonomic Logitech keyboards & mouse
- Manage MacBook's using JAMF Pro
Service Desk Technician
Booking.com B.V.
11.2014 - 07.2018
- Procurement of hardware PCs, laptops and other computer equipment and also, stock take
- Support and troubleshooting of Video Conferencing Systems and Audio-Visual Support for meetings and internal events using various tools BlueJeans, Cisco WebEx and Cisco Jabber
- Support and troubleshooting of all PC related equipment
- Recording all incidents and work activities in Jira & Zendesk and resolve within SLA
- Improve personal knowledge base through attending classes, self-study, on the job training, etc
- User and administration of operating systems including Mac OS X, Windows, Linux and Ubuntu
- Networking support and troubleshooting of a corporate user and remote user environment with LAN, WAN
- Global VPN implementations
- Configuring and troubleshooting corporate owned devices or BYOD
- So mobile phones, iPads and tablets on platforms IOS and Android
- Escalate and assign any unresolved incidents to other departments if necessary and to keep track of such issues
- Experience with Remote Support technologies such as Remote Desktop, Microsoft, Apple Remote Desktop, TeamViewer, VNC and Dameware
- Supporting Mac's / users using Casper Suite
- Creating new procedures and policies / guidelines
- Training other colleagues when necessary
Service Desk
Fujitsu / Sykes
03.2014 - 10.2014
- Logging Calls in ITSM, Email handling
- Answering calls, Supporting Citrix users in their Virtual Environments
- Network troubleshooting and Software support
ServiceDesk
Philadelphia
10.2013 - 10.2013
- Logging Calls in Topdesk
- Email handling
- Answering calls
- Providing onsite support
- Imaging laptops (updating XP to Windows 7)
- Supporting Citrix users
- Network troubleshooting
- Software support
- Enabling accounts for new users
- Supporting iPads & iPhones
- Assigning Calls (getting rid of the backlog)
Helpdesk Administrator
Cerus Europe B.V.
07.2013 - 07.2013
- Onsite Support & Remote Support for Cerus Europe
- Assessing old laptops and reimaging or disposing when necessary
- Resolving issues with MFP's and Dymo Label Printers
- Migrating remaining XP users to Windows 7
- Assisting with Microsoft Office issues regarding documents shared / merged
Technical Support Engineer 2nd line.
Citco Nederland B.V.
10.2012 - 10.2012
- Creating user accounts in Active Directory
- Laptop & Desktop migration of users from Windows XP to Windows 7
- Asset Management, Daily tape backup duties
- Troubleshooting hardware and software problems
- Drive encryption
- Limited telephonic support
- Handling the various changes, problems & request orders
- Logging calls using CA Service Desk Manager
- Managing and maintaining Avaya phone systems
- Remote assistance using CA Remote software
- Logging and assigning calls to teammates
- Assessment of current support tools for helpdesk and recommend alternatives
1st line / 2nd line
G-Star RAW C.V.
02.2007 - 06.2012
- Providing support to over 900 users
- In charge of roll-out of all Notebooks (primarily the Sales Department)
- Maintaining stock of all notebooks & accessories
- Installing Operating Systems and Antivirus and Microsoft Office and Outlook for offline use also configuring Network printing
- Upgrading all machines from PC's and Notebooks
- Logging calls using Topdesk software and assigning calls to Technicians
- Maintaining Avaya Database (by creating numbers for new users and removing old users from the Database)
- Remote assistance using TeamViewer, Dameware & LogMeIn
- Testing various software on the network
- Liaising with the IT Asset Manager and supplying specifications for inventory
- Troubleshooting Network problems including Virus Detection and Identification
- Liaising with Vendors (HP, Sony, OCE, Nashuatec)
- Troubleshooting Desktops and Notebooks
- Creating AS400 user accounts including AS400 user accounts and redirecting AS400 print queues
- Traveling to various locations nationally as well as internationally
- Patching network points as well as telephony
- Migrating Windows XP users to Windows 7
- Support SAP FiCO Users with Print & Authorization and SAP GUI Client
- Configuring Thinclients (EX5000 & EX6050) for various Citrix Environments
- Managing Citrix Users using the Citrix Management Console
1st Line Support
Delta Lloyd
01.2006 - 02.2007
Call Centre Agent
I B M
11.2004 - 11.2005
- Solving Printer Problems (AIX)
- Active Directory, maintaining and updating users
- Monitoring Servers and maintaining RS6000 systems
- Starting and stopping of services (AIX), Redirecting printer output (AIX)
- Creating HCON users (AIX)
- Monitoring Tape Back-ups
IT / Printer / Helpdesk Technician
Implitec Business Services
09.2002 - 11.2004
- Providing support to over 1200 users
- Installing Operating Systems and Antivirus
- Installing Microsoft Products and supporting Microsoft Office 2000 & XP
- Installing SAP GUI 6.0.2 & Add-on Components
- Configuring Networking in Windows 2000 and Windows XP
- Configuring Win 98 for Network Connectivity
- Using Microsoft Virtual PC and configuring it for users with older incompatible programs on Windows 2000 and Windows XP machines
- Joining of PC's and Notebooks to the Domain
- Troubleshooting Desktops and Notebooks and performing maintenance
- Repairing printers mainly HP, Epson, and Kyocera
- Installing printer drivers and maintaining driver databases
- Manage printers using HP Web JetAdmin and password protecting all printers
- Installing Venus & Ingress configuring the printer options
- Installing MRS (messaging system that integrates fax capabilities with Outlook 2000 & 2002)
- Maintaining a Notebook Driver database for Windows 2000 laptops (mainly HP, Dell, Compaq and Acer)
- Logging all issues and requests in HEAT Software assigning calls to Technicians
- Remote assistance using Heat Software and Goverlan 5.5
- Maintaining user accounts using Active Directory
- Testing various software on the network user tools and support tools
- Liaising with the IT Asset Manager and assisting Supply Chain with purchase of Printers
- Also supplying them with the notebook specifications
- Liaising with the various Vendors HP, Dell, Compaq, Acer
Musi High School
12.2000 - 01.2001
- Repairing 486 SCSI computers
- Installing Operating Systems (Windows 98)
- Installing Antivirus (Norton Antivirus for Win95)
- Making recommendations for upgrade of PC's
Technician in Workshop and Production
Epsidon First Technology
02.1998 - 10.1998
- Assembling, repairing and upgrading PC's, IBM Servers and Pentium II PC's
- Installing Operating Systems and Antivirus software
- Installing various MS Products and Lotus Notes
- Responsible for disposing of old hardware received from Alexander & Price Forbes
- Liaising with Customers
- Helpdesk Duties
Education
PC Engineering -
Damelin College
01.1997
Skills
- Hardware and software maintenance
- IT Asset Management
- Task Prioritization
- IT Budgeting
- Incident Management
- Network Administration
- IT Security Management
- Information Security
- Network infrastructure installation
- Storage Management
- Operating systems
- Problem-Solving
Personal Information
Date of Birth: 03/13/77
Languages
Dutch
Bilingual or Proficient (C2)
References
- Peter Baigent, Project Manager, Citypower, +27 (011) 490 - 7338
- Nhlanhla Nkabinde, Supervisor Helpdesk, Implitec Business Services, +27 (011) 490 7115, +27 082 8390377
- Jason Daniels, Assistant Desktop Manager, Citypower, +27 (011) 490 - 7456
- Flavia McLean, Technical Support Manager, I B M South Africa, +27 (011) 302 - 6979
- Debbie Vermaak, Client Support Manager, I B M South Africa, +27 (011) 302 - 6237
- Rob van der Bent, Helpdesk Coordinator, G-Star RAW C.V., 020 567 7600
Homeaddress
Waterjuffermeent 22, Hilversumse Meent, 1218GV
Timeline
IT Support & Infrastructure Manager
WCC Development B.V.
01.2023 - 06.2024
Senior Information Technology Engineer
Backbase
05.2022 - 12.2022
Information Technology Project Coordinator
Sennder
01.2022 - 05.2022
IT Support & Infrastructure
Fastned B.V.
08.2021 - 01.2022
IT Technician / Analyst
GEANT
03.2020 - 09.2021
IT Technician
SuitSupply B.V.
06.2019 - 01.2020
IT Support Analyst
Norgine B.V.
09.2018 - 06.2019
Service Desk Technician
Booking.com B.V.
11.2014 - 07.2018
Service Desk
Fujitsu / Sykes
03.2014 - 10.2014
ServiceDesk
Philadelphia
10.2013 - 10.2013
Helpdesk Administrator
Cerus Europe B.V.
07.2013 - 07.2013
Technical Support Engineer 2nd line.
Citco Nederland B.V.
10.2012 - 10.2012
1st line / 2nd line
G-Star RAW C.V.
02.2007 - 06.2012
1st Line Support
Delta Lloyd
01.2006 - 02.2007
Call Centre Agent
I B M
11.2004 - 11.2005
IT / Printer / Helpdesk Technician
Implitec Business Services
09.2002 - 11.2004
Musi High School
12.2000 - 01.2001
Technician in Workshop and Production
Epsidon First Technology
02.1998 - 10.1998
PC Engineering -
Damelin College
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