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ALFRED VAN STER

Systems Engineer | SME | Service Engagement Manager Cape Town, South Africa (Remote | 100% Uptime UPS) alfred@avanster.tech | avanster.tech

PROFESSIONAL SUMMARY

Performance-driven Systems Engineer and Subject Matter Expert (SME) with over 5 years of experience in technical troubleshooting, infrastructure automation, and high-level escalations. Specialized in managing MSP infrastructure and serving as a Service Engagement Manager (SEM) for enterprise clients. Expert in maintaining high-availability environments and securing identity-focused cloud architectures.

TECHNICAL SKILLS PROFILE

  • Cloud & Identity: Microsoft Entra ID (Azure AD), M365 Admin Center, Google Workspace, Azure Cloud.
  • Networking & Security: TS Plus (Application Delivery), SentinelOne (S1), Cisco Meraki, IronScales, SonicWall VPN.
  • RMM & Orchestration: ConnectWise Asio, N-able (RMM/N-central), Jamf (Apple Device Management), IT Glue.
  • Automation & ITSM: Advanced Scripting (PowerShell, Bash, Python), n8n, Docker, Zendesk, ConnectWise PSA, Jira.

PROFESSIONAL EXPERIENCE

SERVICE ENGAGEMENT MANAGER (SEM) & L2 ESCALATIONS | Fortis & Cerge

Nov 2022 — Present

  • SME & Escalation Lead: Act as the primary Subject Matter Expert and escalation point for complex identity and infrastructure failures.
  • Service Engagement Management: Serve as the designated SEM for primary clients, overseeing technical strategy and long-term infrastructure health.
  • Application Delivery: Administer and optimize TS Plus environments to ensure secure, high-availability remote access.
  • Infrastructure Automation: Developed and deployed custom scripts using PowerShell and n8n to automate repetitive administrative tasks and offboarding workflows.
  • Security & Compliance: Manage threat hunting and incident remediation using SentinelOne and IronScales; enforce Zero-Trust principles.
  • Apple Fleet Management: Implemented and managed device enrollment and security policies using Jamf for macOS and iOS environments.
  • Network Security: Maintain and troubleshoot SonicWall VPN tunnels and Cisco AnyConnect clients, resolving complex subnet collisions.

CERTIFICATIONS & EDUCATION

  • CompTIA A+ & Network+: Knowledge Domains Completed.
  • Cisco CCNA: Coursework & Network Labs Completed.
  • Certificate in Business Administration: University of South Africa.
  • Certificate in Wealth Management: INSETA.