Refiloe Monama

Service Desk Technician with 5+ years of experience delivering IT support and technical assistance to end users across onsite and remote environments. Skilled in troubleshooting hardware and software issues, remote desktop support, Active Directory administration, email configuration, printer installation and maintenance, and IT asset management. Proven ability to diagnose and resolve technical problems efficiently while providing excellent customer service, managing user accounts and access provisioning, and supporting Microsoft-based environments.

Highly organized and detail-oriented, with a strong track record of working independently in remote settings while consistently meeting service level agreements (SLAs).

Service Desk Technician - SBD Business Systems (Outsourced to Mintek)

(2020-11)

• Manage user access via Active Directory, including creating and modifying accounts and granting Windows folder permissions through designated AD groups.
• Use remote desktop tools to troubleshoot software issues, reset passwords, and resolve email-related problems for end users.
• Install and configure laptops and printers; perform physical servicing and part replacement for printing hardware.
• Administer Office 365 and mail groups, managing user memberships and access.
• Monitor and respond to antivirus alerts, assisting users in identifying and removing malicious or unnecessary software.

Bachelor of Commerce - Information Technology - MANCOSA

Higher Certificate - Information Technology - Richfield (2023)