Selaelo Masekela

IT Support Engineer with 6+ years of experience in IT support, service desk operations, systems support, hardware and software troubleshooting, Windows environments and critical IT infrastructure. Experienced in onsite and remote support, incident and service request management, SLA compliance, Windows Server and desktop support, Active Directory password administration, Microsoft Office, server hardware maintenance, RAID, NIC Teaming, backup and recovery, and technical documentation. Currently supporting critical industrial Process Control Network infrastructure, including servers and workstations.

EOH DIGITAL INDUSTRIES | Support Engineer | August 2020 – Present

Secunda, Mpumalanga – Sasol Synfuels

· Provide onsite technical support and maintenance for servers, workstations and critical IT infrastructure supporting industrial automation systems.

· Install, configure and maintain Windows Server 2000, 2003, 2008, 2012 and 2016 and Windows XP, 7, 8 and 10 client environments.

· Diagnose and resolve hardware, software, operating system and communication-related incidents within required SLA targets.

· Create Standard Operating Procedures (SOPs) and technical documentation for day-to-day operations and support tasks.

· Install, configure and maintain Dell rack servers and workstations; replace hard drives, RAM, motherboards, NICs, graphics cards, CPUs, cooling fans, CMOS batteries, RAID controllers, riser cards and power supplies.

· Configure RAID and NIC Teaming using Broadcom Advanced Control Suite (BACS), Intel PROSet and Windows Server 2012/2016.

· Install and configure NVIDIA, ATI, AMD and Matrox graphics cards and Microsoft Office applications.

· Diagnose SCADA/HMI communication issues involving Siemens PCS7/PCS8, Rockwell FactoryTalk Automation,

· Perform full system backups and restore operations using Acronis Cyber Backup; support onsite and offsite backup environments.

· Coordinate warranty repairs and equipment replacement with Dell and liaise with automation software vendors on system installations.

· Configure Dell and IBM KVM/KMM equipment and plant viewing stations using Matrox switches and AdderLink extenders.

DATACENTRIX | 1st Line Support Engineer | October 2017 – August 2020

· Provided 24/7 Level 1 and Level 2 technical support within a Managed Services/Helpdesk environment, supporting multiple customers and end users.

· Served as the first point of contact for IT incidents, service requests, application issues, access problems, and technical queries, ensuring compliance with SLA requirements.

· Diagnosed and resolved hardware, software, application, connectivity, and user-access issues using structured troubleshooting and root-cause analysis.

· Investigated and resolved complex and recurring technical incidents, applying advanced troubleshooting, system analysis, and administrative support.

· Monitored, prioritized, and managed incidents based on business impact, urgency, and SLA requirements, minimizing downtime and service disruption.

· Escalated unresolved incidents to second- and third-line support teams, providing detailed troubleshooting notes, diagnostic information, and resolution history.

· Maintained accurate incident, service request, and technical documentation while communicating effectively with customers and technical teams to ensure timely resolution and high customer satisfaction.

NGA HUMAN RESOURCE | Helpdesk Administrator | December 2015 – May 2017

· Logged, managed and owned incidents and service requests through to successful resolution.

· Managed telephony, mailbox, self-service and walk-in call queues and provided hardware/application support.

· Identified and escalated urgent requests, coordinated resolver groups and followed up with clients and third parties.

· Maintained accurate incident records and supported positive customer satisfaction while meeting Service Level Agreements.

· Adhered to call lifecycle, service desk processes and procedures and maintained working knowledge of customer operating systems and applications.

BCOM Honours in Business Informatics – UNISA (2020 – 2021)

BSC in Informatics – UNISA (2013 – 2019)

Diploma in IT – PC Training and Business College (2011 – 2012)

Matric – ST. Brendan's Secondary (2004 – 2008)