Luthando Mtimkulu
Tier 1/2 Technical Support Engineer
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About
Dedicated IT professional with experience in Help Desk and
Customer Service roles. I am passionate about delivering exceptional service and excel in problem-solving. I possess strong knowledge in network troubleshooting, cybersecurity best practices, and front-end development.
Efficient and knowledgeable computer support team member accustomed to independently evaluating and solving range of technical issues. Trained in software, hardware and networking problems. Quickly troubleshoots concerns and diagnose root causes.
Proficient in building, updating and fixing computer systems for Windows and Mac users. Bringing excellent technical know-how and problem-solving abilities gained over three-year record of success as skilled onsite/remote Service Desk
Technician. Highly analytical and organized multitasker with decisive nature and strong attention to detail.
Experience
SENIOR SUPPORT ENGINEER - JOSKOS SOLUTIONS
Supporting clients with hardware and software issues encountered by users
Manage and secure Apple devices, including iPhones, iPads, Macs
(JAMF Pro)
Installing, configuring, testing, and maintaining operating systems,
application software, and system management tools
(Windows OS, Linux, Mac OS)
Network printer configuration (Papercut)
Manage email security, handling user requests on releasing of archived mail or attachments (TopSec)
Maintain security of web content by filtering and blocking malicious traffic (Smoothwall)
Management of system and platform related passwords (Keeper)
Installation, configuration and troubleshooting of firewalls (Fortinet,
Sophos)
Backup, and redundancy strategies using (Barracuda backup, Veeam)
Access control and video management systems (Paxton)
Provide 1st and 2nd level support
Liaise with vendors and other IT personnel for problem resolution
Be first point of contact with users, logging tickets, assigning to first line, or onsite engineers
Regularly review my ticket resolve rate and customer service satisfaction to users
COPPER AND FIBRE INSTALLATIONS Jul 2024 ‐ Aug 2024
Indigo technology services, London, United Kingdom
Install and terminate copper cables
Interpret project plans to construct and deploy network equipment
Install network equipment (switches, routers, access Points, cameras and phones)
Test cables using wire tester and coordinate with network engineers for break fixes
Working in fast paced environment (festivals)
FIELD SERVICE TECHNICIAN Nov 2023 ‐ Jun 2024
Advantage Smollan, London, United Kingdom
On boarding, Off boarding, activation and deactivation of permanent staff in the UK and international contractors (Slack, Feed Manager,
Miro, Lucid, Bright Data Proxy VPN)
Perform general problem solving and assistance on diverse software applications and hardware systems for department users
Provide individual and/or group instruction and training to faculty,
staff - making how to guide and publish on company knowledge base
(Jira, Confluence)
LM
Monitor network performance and ensure system reliability(Meraki).
Education
CONPUTING DIPLOMA Jul 2018
Solent University, Southampton, United Kingdom
