Mxolisi Yako

IT Support Technician with over 3 years of experience providing first- and second-line technical support across multi-site environments, including local government, municipal, and managed-service settings. Skilled in troubleshooting hardware, software, and network issues, managing Microsoft 365 and Active Directory accounts, and supporting end users both remotely and face to face. Strong customer-service focus, proven ability to work under pressure and meet deadlines independently, and experienced in logging and managing support tickets through service desk systems.

Seeking to bring this technical and customer-support experience to a Service Desk role within a retail or multi-site environment.

IT Technician - Eastern Cape Department of Education

(2024-11 - 2026-04)

Provide first- and second-line IT support to teachers and learners, installing and maintaining computers, printers, and scanners, and supporting end users through remote access tools and in person.

• Set up and configure computers for teachers and learners
• Manage Microsoft 365 accounts, including account creation and password resets
• Configure Outlook email accounts for end users
• Install and maintain network printers
• Replace and repair laptop hardware components
• Troubleshoot software issues to minimise user downtime

IT Technician - Sarah Baartman District Municipality

(2023-03 - 2024-10)

Delivered IT support across a multi-site municipal environment, ensuring software, hardware, and network systems operated at full capacity while providing a high standard of customer service to end users.

• Monitored and maintained computer systems and networks across multiple sites
• Set up new user computers and connected devices to the domain
• Provided support for Active Directory, DNS/DHCP, TCP/IP, Ethernet and wireless routers
• Supported business systems including Persal, Pastel Partner and Pastel Evolution
• Mapped network drives and maintained/troubleshot user email accounts
• Logged, tracked and managed tickets through the service desk system
• Provided first- and second-line support, escalating to third parties where required
• Obtained hardware and software quotes for users and IT team members
• Maintained the IT Asset Management System, ensuring accurate, up-to-date records
• Installed and configured Microsoft Office 365
• Maintained staff email and system accounts, actioning approved account updates
• Recorded ICT meeting minutes and managed technical documentation

Technical Support Technician - ICT Choice, East London

(2022-01 - 2023-02)

Provided technical support for Mimecast, Cibecs, Disaster Recovery and Office 365 clients, supporting end users remotely and on-site, and contributed to a wireless network installation project.

• Provided support for Mimecast secure email gateway clients
• Monitored Cibecs backup statuses for clients
• Delivered end-user technical support via remote access and in person
• Performed structured cabling and fibre splicing installations
• Tested newly installed lines to confirm correct operation
• Installed cabling infrastructure for data, including pre-wiring, termination, testing and labelling to specification
• Set up computers for new users
• Achieved Mimecast Warrior Certification (Secure Email Gateway)

National Diploma - Information Technology (Communication Networks) - Walter Sisulu University (2021)

National Senior Certificate - Matric - Clarkebury Secondary School (2015)