Godisang Molefe

Dedicated and detail-oriented IT Support Professional with over 3 years of hands-on experience in MSP environments providing Level 1 and Level 2 desktop support across medium to large organizations. Proficient in troubleshooting hardware, software, and network connectivity issues, managing user accounts, and maintaining IT assets in line with company policies. Strong background in data management, backup systems, and recovery processes ensuring data integrity and business continuity.

Skilled in installing, configuring, and supporting Windows, Linux, and macOS environments. Known for delivering excellent customer service, meeting SLA targets, and ensuring minimal downtime for end-users.

Technical Engineer at Data Management Professionals SA (2024-01 – Present)

• Provide Level 1 & 2 technical support to end-users, resolving hardware, software, and network issues across desktops, laptops, and mobile devices.
• Install, configure, and maintain desktops, laptops, operating systems, and applications. Perform preventative maintenance, including updates, patching, backups, and malware scans, to ensure optimal system security and performance.
• Manage Active Directory accounts, permissions, security groups, and access controls to ensure proper user access.
• Troubleshoot LAN/WAN, VPN, and Wi-Fi connectivity issues, supporting end-users both on-site and remotely.
• Administer virtualization platforms (VMware, Hyper-V, vSphere) to deploy and manage virtual environments.
• Monitor and maintain backup systems, ensuring data integrity, security, and recoverability for business continuity.
• Generate technical reports and document resolutions for knowledge base improvements.
• Supported virtual machine migration activities between hosts and environments, ensuring minimal downtime and service disruption.
• Worked collaboratively with infrastructure teams to ensure smooth migration of workloads and post-migration service stability.
• Monitored and updated ticket queues, maintaining compliance with response and resolution targets to minimize SLA breaches.

Support Engineer at Data Management Professionals SA (2022-08 – 2023-12)

• Served as first-line contact for customers by logging calls, creating and assigning tickets, and delivering prompt support.
• Delivered desktop and application troubleshooting, including installation, setup, and performance optimization.
• Provided remote support using RDP and other tools to quickly resolve user issues.
• Restored customer data to required paths, managed client onboarding, and ensured continuity of data protection processes.
• Assisted in the enforcement of IT security standards, including MFA, antivirus deployment, and password policies.
• Maintained accurate IT asset and inventory records, tracking devices, software licenses, and user equipment.
• Created and distributed reports offering insights into system usage, incidents, and data management trends.
• Collaborated with technical teams to escalate and resolve complex issues while ensuring SLA compliance.

Diploma in IT Network Management – IIE Rosebank College (2019 – 2021)

National Senior Certificate – Tersia King Learning Academy (2017 – 2017)