Bindu Shavhani

IT Technician Support and IT Service Desk with more than 6 years of experience manage and provide IT service across private and public sector. Proficiency in installation and maintenance of hardware, software, systems and applications. A knowledgeable and professional IT team player with background of setting up, maintaining, provide technical, troubleshooting issues, repairing user stations.

Strong background in information technology, and ability to solve complex problems using computer systems. Experienced IT support and critical analysis with problem-solving-skills.

IT Desktop Technician - Thulamela Municipality - Limpopo, Thohoyandou

(2024-06 - 2024-10)

• Ensure that all incidents logged in remedy and local queue are resolved remotely within the OLA/SLA
• Troubleshooting (Configuration issue, Permission problems, Hardware/software failure and Network issues.)
• Provided technical support to end-users by diagnosing and resolving hardware, software, and network-related issues.
• Setting up all new company mobile device, Email.
• Configuring Cisco phones.
• Virtual machines
• Network fundamentals
• Security basics
• Network Basics: TCP/IP, DNS, DHCP, Routing and Switching, Access points, Firewall and VPNs
• Check physical connections
• Use ping, traceroute, Ipconfig/Ifconfig
• Data storage and backup
• Active Directory and Exchange administrating.
• Managing Local software server.
• Troubleshoot analyzed and implemented solutions for issue resolution.
• Granting user access to share folder as per request.
• Installed, configured, and maintained desktop computers, and laptops
• Responsible for handling support of service requests which relate to all technology including, workstations, servers, printers, networks, and vendor specific hardware and software
• Printers: (Inject printer, Laser printer, Thermal printer, Multifunction/All-in-one printers, and other specialized printers.)
• Scanner: (Portable scanners, Drum scanners, Photo scanners. etc)
• Managed user accounts, permissions, and password resets through Active Directory.
• Installed and updated software applications, security patches, and system updates.
• Assisted users with LAN and Wi-Fi connectivity issues and basic network troubleshooting.
• Logged and managed support requests using an IT ticketing system, ensuring timely resolution.
• Key Performance Indicators (KPIs): Average resolution time, First contact resolution rate, Customer satisfaction, SLA compliance rate, Ticket backlog volume
• Performed system imaging, setup, and deployment of new workstations.
• Self-service portal: Empower users to resolve common issues via knowledge base
• Ensured compliance with company IT policies and security standard.
• Provide onsite and remote technical support to clients and users
• Configuring VPN networks
• Backup of data and joining machines to the domain.
• Troubleshoot (change settings, test performed, result, final solution.)
• Build troubleshooting knowledge base for the users. etc

IT Service Desk Agent - Discovery Health - Gauteng, Sandton

(2019-08 - 2023-12)

• Answering calls, handling calls logged to our service desk
• Logging all relevant incident/ service request details on the call ticketing system
• CA ticketing system
• Microsoft 365
• Re-assign unresolved incidents to the relevant call coordinator/engineer for resolution.
• Enhance customer experience and relationship.
• Setting up all new company mobile device. Email
• Resolving technical issues handling service request as quickly as possible
• Customer service and communication skills
• Good communication, Patience, Time management, Problem solving, Teamwork
• Active listening and strong multitasking
• Assist users with LAN and Wi-Fi connectivity issues and basic network troubleshooting.
• Online data storage and backup
• Network troubleshooting
• Installed, configured, and maintained desktop computers, laptops, printers and other devices.
• Ensured compliance with company IT policies and security standards.
• Document and track issue, resolution, and update in the helpdesk ticketing system
• Collaborate with other IT team members to escalate complex issue.
• Managed user accounts, permissions, and password resets through Active Directory
• Configured and supported email services including Microsoft Outlook.
• KPIs: Improve service level agreement (SLAs), Empower user with self-service options, User satisfaction or ticket resolution speed, Reduce ticket volume by 80 %, First call resolution, and Downtime incident
• Support roughly more than 100 users
• Escalate complex issues to higher-level support when necessary. Etc

1st Line Support Engineer - Datacentrix - Gauteng, Midrand

(2016-06 - 2017-03)

• Provide 1st line telephone and technical support across a wide range of technologies
• ITSM/ and other Help desk tools (ticketing)
• To assist with user incident and problem management
• Software installing (standard desktop application)
• Answering calls, handling calls logged to our help desk, solving, and troubleshooting IT related queries
• Receive and respond to incidents and service requests.
• Assist users with LAN and Wi-Fi connectivity issues and basic network troubleshooting.
• Troubleshooting (Configuration issue, Permission problems, Hardware/software failure issue and Network issue.) = change settings, test performed, result, final solutions.
• Virtual machines.
• Security Basics
• Routers, switches and access points
• Installed, configured, and maintained desktop computers, laptops, printers and other devices.
• Ensured compliance with company IT policies and security standards.
• Document and track issue, resolution, and update in the helpdesk ticketing system
• Collaborate with other IT team members to escalate complex issue.
• Managed user accounts, permissions, and password resets through Active Directory
• Configured and supported email services including Microsoft Outlook. etc.

IT Desktop Technician - Coalition ICT - Gauteng, Pretoria

(2014-06 - 2015-12)

• Provided technical support to end-users
• Diagnosing and resolving hardware, software, and network-related issues.
• Installed, configured, and maintained desktop computers, laptops, and other peripheral devices.
• Diagnosing and check physical connections
• Use ping, Ipconfig/ifconfig
• Firewall and VPNs
• Provide support for printers, scanners, and other office equipment.
• Laser printers, Inkjet printers, and multifunction/all-in-one printers
• Portable scanners, Photo scanners, and drum scanner
• Troubleshoot operating system issues and supported enterprise applications.
• Managed user accounts, permissions, and password resets through Active Directory.
• Installed and updated software applications, security patches, and system updates.
• Configured and supported email services including Microsoft Outlook and Office.
• Assisted users with LAN and Wi-Fi connectivity issues and network troubleshooting.
• Logged and managed support requests using an IT ticketing system, ensuring timely resolution.
• Performed system imaging, setup, and deployment of new workstations.
• Maintained IT asset inventory and ensured proper documentation of devices.
• Ensured compliance with company IT policies and security standard.
• Provide onsite and remote technical support to clients and user.
• Joining machines to the domain
• Networking fundamentals
• Virtual machines
• TCPC/IP, DHCP, DNS, Routing and switching
• Security basics
• SLA compliance rate
• Knowledge base usage
• Troubleshooting (Configuration issue, Permission problems, Hardware/software failure and basic network issue)
• Desktop Tools: Remote desktop tools, Team viewer, Help desk tools (ticketing tools), Endpoint security solutions, Backup and recovery tools, Active directory, Jira service management
• Faster troubleshooting
• Reduce number of tickets on the ticket system
• First contact resolution rate, and Customer satisfaction
• Improve service level agreements
• Documented troubleshooting procedure and technical solutions for future reference. Etc

Part-Time Radio Presenter/ Anchor - Vhembe FM 89.1-102.4 & Makhado FM - Limpopo, Thohoyandou

(2009-08)

Dynamic Radio host with more than 8 years in broadcasting media.

• Speaking on air- introducing songs.
• Discussing topics.
• Taking calls, reading messages.
• Building audience connection.
• Preparing scripts.
• Selecting music and Interviewing Celebrities.
• Handling microphones and recording software.
• Voice over artist
• Radio editing (Jingles, Promos, Adverts. etc)