Mansa Musa

LAN Administrator. Managing Microsoft Office 365 Microsoft Intune

Desktop Support Technician at National Youth Development (Nyda). (Present)

• LAN Administrator.
• Managing Microsoft Office 365
• Microsoft Intune
• Designing and planning the network
• Setting up the network.
• Maintaining the network.
• Adding new host machines to the network.
• End Point Security for user machnies.
• Expanding the network.
• Network Monitoring.
• Administering network security.
• Troubleshooting network problems.
• Configuring machines in users' homes or in remote office sites.
• Connecting your network to the Internet, enabling users on your network to retrieve information from other systems.
• Enabling users to exchange files and electronic mail with remote machines.
• Working with exchange server and setting up outlook accounts.
• Working on Active Directory to maintain accounts.
• Working on Microsoft CRM.
• Creating new user on Active directory.
• Creating new users on exchange.
• Creating telephone codes for new users.
• Granting users access to the printer, and giving printing codes.
• Managing applications on Microsoft Azure

IT Support Technician at Clientele Life

• Connecting to users computers, using Active Directory to assist with software related problems.
• Setting up new Desktops and Laptops
• Installing applications on new machines
• Testing to see if all applications are running properly
• Data back up
• Data recovery
• Assisting with desktop issues, such as:
• Network related Problems.
• Internet problems, Computer not connecting to the Internet.
• Slow response on the Internet.
• Slow response when accessing network based applications.
• Supporting all work based applications.
• Creating users on the mail server.
• Setting up users’ Mailbox.
• Assisting with outlook problems such as:
• Outlook not updating.
• Outlook not connecting to the server.
• Arching emails.
• Diagnosing, and solving 3g issues.
• Connecting to users computers to grant access to new links.
• Creation of shared folder.
• Diagnosing, and solving desktop issues such as:
• Computer not switching on.
• Slow response when accessing the computer applications.
• Setting up users on the printer.
• Assisting with Printer related problems such as:
• Computer not picking the Printer IP address.
• Printer not responding to computer printing commands.
• Printers printing fade copies.
• Print outs appearing in small font sizes.
• Fixing tonner problems.

Desktop Support Technician at National Youth Development (Nyda).

• Installing operating systems in new.
• Backing up data.
• Handling users e-mail accounts.
• Installing printers and computers on network.
• Upgrading software of the machines and testing them.
• Configuring TCP/IP so that computers are connected to the domain.
• Working with exchange server and setting up outlook accounts.
• Working on Active Directory to maintain accounts.
• Working on Microsoft CRM.
• Supporting remote users to fix user errors.

Service Desk Analyst at Sun International.

• Logging Incidents and Requests.
• Providing support for basic incident resolution and requests.
• Collecting information through a customer conversation.
• Accessing support tools and additional support staff (service resources) if needed.
• Addressing and resolving basic incidents and requests
• Creating a positive customer support experience and building strong relationships.
• Communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensure the end-to-end customer experience and providing a single point-of-contact for the customer.
• Analyzing and resolving incidents and requests regarding use of application software or hardware.
• Logging and tracking incidents and requests from identification through resolution.
• Following up with other support staff

Helpdesk Agent/ Remote Support at T-Systems (2012-07-02)

• First point of contact with users (Phone and Emails).
• Communicating with users in a kind and polite manner, to receive and pass information to users.
• Logging of incidents and requests.
• Assigning requests and Incidents to the correct group.
• Monitoring open calls.
• Resting and Unlocking users’ accounts.
• Monitoring the mailbox for requests/incidents to be logged.
• Assigning calls received to the correct resolver group.
• Connecting to users computers, using Active Directory (ccm) console configuration management remote support.
• Connecting to users’ computers to assist with SAP ESS problems such as:
• Problems when opening SAP ESS
• Leave requests.
• Viewing pay slips.
• Conflict with absence error messages.
• Viewing leave days.
• Connecting to users computers to assist with Microsoft problems such as:
• Microsoft outlook problems.
• Microsoft Excel issues.
• Problems when working on Microsoft PowerPoint.
• Connecting to users computers to grant access to new links.
• Creation of shared folder.
• Booking board rooms on outlook.
• Granting access to view another user’s calendar.

Grade 12 – Gondolikhethwa Christian School (2010)

National Diploma in Information Technology – Centurion academy (2012)