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)
