Richard Cagi

Experienced IT Support Specialist with 5+ years of hands-on experience providing desktop, network, and end-user support across government and enterprise environments. Skilled in troubleshooting hardware/software issues, supporting Microsoft environments, and maintaining network infrastructure. Proven ability to work under pressure, meet SLAs, and deliver excellent user support both onsite and remotely.

End User Computing Technician (SAPS) at SITA (KZN) (2021-08 – Present)

Provide first and second level desktop and LAN support for government enterprise users with SLA compliance

• Provide first and second level desktop and LAN support
• Install, configure, and maintain IT equipment
• Resolve incidents within SLA requirements
• Support remote software deployment and system maintenance
• Deliver onsite and remote technical support to enterprise users

Field Technician at Altron Bytes Managed Solutions (2019-09 – 2021-08)

Supported retail systems (POS) for major clients including Pepkor, Nedbank, SBSA, and Massmart

• Supported retail systems (POS) for major clients including Pepkor, Nedbank, SBSA, and Massmart
• Installed and configured operating systems, applications, and printers
• Diagnosed and resolved network and hardware issues
• Ensured all helpdesk calls were logged and resolved within SLA

Field Technician at Adapt IT (Micros Systems) (2016-09 – 2019-08)

Installed and supported POS systems (Front of House & Back Office) for retail and hospitality clients

• Installed and supported POS systems (Front of House & Back Office)
• Trained staff and managers on system usage
• Provided remote and onsite technical support
• Managed user accounts and monitored server environments
• Worked with Windows Server 2008/2012 and SCCM

Junior Desktop Support Technician at Datacentrix (Dept. of Health) (2015-10 – 2016-09)

Provided desktop support via phone, remote access, and onsite for government department

• Provided desktop support via phone, remote access, and onsite
• Installed and configured software including Persal and BAS systems
• Managed Active Directory (user accounts, permissions, password resets)
• Supported printers, email setup, and network connectivity
• Led IT support team in Harry Gwala Region and compiled reports

Diploma in Information and Communication Technology – Mangosuthu University of Technology (2012 – 2014)