Queen Sepeng

Certified IT professional with 4+ years in desktop support, service desk, and IT administration. Experienced in Windows OS installation, Active Directory, Microsoft 365, hardware troubleshooting, and end-user support across retail and healthcare environments. Strong track record of resolving incidents within SLA, supporting POS systems, and maintaining network connectivity.

AWS Cloud Practitioner certified with working knowledge of Azure. Seeking a Desktop Support Engineer role to leverage technical skills and improve user productivity.

IT Service Desk Agent - Pepkor Lifestyle - Johannesburg

(2024-10)

• Provide 1st line support for 200+ retail stores and head office staff, logging and resolving incidents via ITSM tool
• Troubleshoot hardware, software, and network issues to minimize store downtime
• Support POS systems, receipt printers, barcode scanners, cash drawers, and handheld devices
• Manage user accounts in Active Directory: setup, password resets, permissions for retail and corporate staff
• Install, configure, and maintain Windows OS and retail applications including inventory management software
• Perform software updates, patches, and system upgrades in collaboration with 2nd/3rd line teams
• Resolve basic network issues: store connectivity, Wi-Fi, VPN access for remote users
• Maintain detailed documentation and generate reports on ticket resolution times and recurring issues
• Ensure all support tickets are handled within agreed SLAs while delivering professional customer service

IT Administrator (Intern) - Bheki Mlangeni Hospital - Gauteng

(2021-07 - 2022-09)

• Delivered technical support for hospital staff, resolving desktop, printer, and application issues
• Installed operating systems, software, and applications on user workstations
• Managed printer support and network connection troubleshooting to ensure clinical systems uptime
• Assisted with user account setup and technical onboarding for new staff

Computer Lab Assistant - University of Johannesburg

(2019 - 2020)

• Provided desktop support to students, resolving OS and application challenges in computer labs
• Performed Windows OS installations and set up new computers for student use
• Conducted routine hardware checks to maintain lab functionality

IT Systems Support NQF Level 5 - Information Technology - Proserv SA (2019-07 - 2020-06)

Matric / NQF Level 4 - Gaseitsiwe High School (2014 - 2014)