Sulayman Ouaaddoud

Fulcrum IT as first line technical support

• My daily responsibilities consist of managing the teams workload and making sure all the work that is coming in has been handled. I complete most of the cases myself, by answering the phones and emails, and assisting our customers with their issues either by, providing specific troubleshooting steps over the phone, or a more structured solution via email in the form of a written guide.
• Occasionally we also provide internet connection and phones for events in the building that fulcrum has a contract with.
• The companies that will be hosting the event lets us know where in the building the access points are needed, and we create a plan on how the network infrastructure will be put in place

SwallowTech - Application / technical support

• The support I provided was for the SMART system which is a software used by banks and financial services
• My day to day job role was to pick up calls, create tickets for either myself if I can handle it, or assign it to one of the developers for further investigation.

Tickets I handled:

• Investigate discrepancy on financial accounts
• Errors importing bank statement file into system due to file formatting
• Errors in applications such as Oracle database
• Update system software versions for the bank

• Focussing on customers as number 1 priority Assisting customers with knowledge and product information
• Communication skills: Communicated with
• Building rapport and trust: Ensuring customers are given care and attention to their needs
• Handling repairs for computers, phones, laptops and televisions
• Handling, repairing and setting up hardware and software
• Extending know-how of Apple and all electronic products: Explaining to customers how a product works in detail
• Extending technical terms and knowledge of computers to customers with request

• For two weeks I was working with the IT technicians, imaging computers for student use, repairing and assembling computers and CCTV televisions and remotely accessing computers for software updates and repair
• World Skills 2014: I’ve been selected to participate and represent my college by competing in the networking competition
• However after I’ve won a bronze in the pre-heat, my web design teacher advised me to compete in the web design competition which I also won a bronze.

• Voluntary work
• Organisational Skills: Helping organising and labelling letters
• Team working skills: Working as a team in a group of 3
• Summer reading volunteer 2011-Queens park library
• Communication Skills: During the summer holidays I volunteered to take part in the circus stars reading challenge organised by my local library
• This involved encouraging and helping young children to read and understand books by summarising and explaining the plot or general message of the story.