Itshepeng Ntsimane
IT SUPPORT TECHNICIAN
About
Mid-Level IT Support Technician with 5+ years of experience providing 1st and 2nd line IT support in private-sector organizations.
Possess
Microsoft certifications in Application Development. A certificate in Network Architecture N+, recently completed an IT Customer Support and Computer Hardware courses from Cisco Networking Academy. Have deep knowledge of software and hardware configuration and as well as excellent communication and interpersonal skills. Seeking to improve data security and enhance business efficiency at [Company Name].
Experience
1st & 2nd IT Support Technician - Footgear Regional Office, Sandton (Wynberg) - Sandton (Wynberg)
(2022-09 - 2024-02)
- Perform hardware installations, including configuring and releasing software updates
- Upgrade existing IT infrastructure and implement system security enhancements
- Repair and replace faulty hardware components
- Provide solutions to 10+ customer tickets daily with a 97% success rate
- Assisting clients with Microsoft Office 365 configuration
- mailbox setup
- Installing and configuring Dolfin Point of Sale on terminals
- Windows 10/11 installations
- Monitoring and maintaining computer systems and networks
2nd Line Field Technician - Tradelink Retail Systems – Linbro Park Sandton - Linbro Park Sandton
(2021-09 - 2022-08)
- Ability to diagnose and repair equipment in Shoprite/Checkers sites and/or any other clients by the company; operate and have a sound technical knowledge and understanding of a wide variety of computing equipment and software.
- Operate a variety of standard office and retail equipment including POS terminals and servers, personal computers, printers, copiers.
- Coordinates Retail computer hardware and software troubleshooting, installation, repair, problem diagnosis, and implementation.
- Installs, tests, and maintains a variety of Retail computing and network hardware and software systems; performs diagnostic tests, modifies or repairs hardware to the board or component level; gathers and records appropriate data related to these functions.
- Windows 10 upgrade on Main Frame Servers and POS terminals Install and configure Retalix Store Line- Point of Sale on POS
Help Desk Analyst - Standard bank Group Technology Operations - Johannesburg - Johannesburg
(2016-10 - 2017-11)
- Monitoring Sybase, batch jobs and database alerts using BMC monitoring tool and Control M V8.
- Escalating alerts to support and await further instruction from support.
- Monitoring performance and maintaining systems according to requirements
- Troubleshooting issues and outages
- Integrated intelligent routing to direct client queries to the correct agent, thereby improving customer experience
IT Support Agent - Mabilo Investments PTY LTD – Pretoria North - Pretoria North
(2015-08 - 2016-10)
- Assisting clients with POS Configuration
- Creating & Deleting User Accounts on Oracle MICROS POS
- Resetting Users Passwords
- Database Management (Checking daily database backups)
- Assisting clients with Food and Paper queries (Reporting)
- Modifying receipts on Product Management
- Connecting Sybase to SQL using MYSQL
- Resolving Sybase connection issues
- Editing, Deleting and Copying of records
Education
Grade 12, National Senior Certificate - Rabboni Christian School (2008)
Microsoft Certified Technology Specialist - Application Development - WW.IT-IQ Training & Solutions Academy (2009 - 2011)
