Andile Gwam

Led 2nd Line IT support operations and managed critical IT infrastructure, ensuring seamless business continuity and enhanced user satisfaction for Home Fabrics.

• Provided comprehensive 2nd line desktop support, resolving escalated hardware, software, server, and networking issues for all business users via Jira, significantly reducing resolution times.
• Managed Office 365 licensing and user account setup/offboarding via Active Directory (AD), ensuring compliance and efficient user lifecycle management for new and existing staff.
• Implemented and maintained critical data backup solutions via OneDrive and enhanced ICT security measures, safeguarding sensitive company information and reducing data loss risk.
• Collaborated effectively with stakeholders on IT projects and trained company end-users on new software and systems, improving system adoption and operational efficiency.
• Investigated and proposed system improvements, contributing to strategic IT planning and enhancing overall system performance and reliability.

Supported and maintained critical IT functions across production shifts, ensuring high availability of hardware, software, and network systems for manufacturing operations.

• Provided essential IT support for critical production points across multiple shifts, minimizing downtime and ensuring continuous manufacturing operations.
• Managed hardware, operating system, software, and network repairs, maintaining high availability of IT equipment essential for production processes.
• Maintained optimal levels of spare parts and critical backups for local production data, enhancing system resilience and recovery capabilities.
• Implemented proactive maintenance plans for IT equipment, extending asset lifespan and reducing unexpected failures across the production floor.

Maintained and supported the ICT environment for allocated stores and divisions, ensuring robust network connectivity and hardware integrity.

• Installed, configured, and upgraded software and hardware across multiple retail locations, ensuring optimal system performance and compatibility.
• Managed network infrastructure including cabling (CAT5,6,UTP), switches, and patch panels, establishing reliable connectivity for store operations.
• Resolved IT incidents using Remedy software and provided weekly operational reports, ensuring efficient problem resolution and infrastructure support.
• Ensured all desktops and laptops had updated anti-virus software and managed replacement equipment, enhancing network security and user productivity.

Provided essential help desk and troubleshooting support for internet, telephone, and email services, ensuring operational continuity for users.

• Provided first-line help desk support for internet and telephone line issues, resolving incidents promptly for users.
• Troubleshot and resolved email inquiries, assisting users with email client configurations and access issues.
• Escalated non-first line incidents to 2nd line support, ensuring timely resolution of complex technical problems.

Migrating all devices to Micorsoft Intune

Changing Cisco Network switches to Unifi Network switch CAT5e to CAT6

Changing our Sngoma PBX to Yeastar Cloud PBX. - SIP Trunk Creation - DID Creation - Number Porting

Upgrading devices to windows 10

Awarded for achieving 75% in Computer Application Technology (C.A.T) and Life Orientation (L.O) in Grade 11.

Recognized as the Most Promising Cricketer and served as Deputy Vice Captain for the 1st Team Cricket.