Thulasizwe Mabena

Printer Technician and IT Support professional with over 5 years of experience in repairing, maintaining, and supporting LaserJet and inkjet printers in corporate environments. Strong background in hardware troubleshooting, driver and firmware configuration, and end-user support. Proven ability to meet SLA requirements, reduce downtime, and maintain strong client relationships. Holds a Bachelor’s Degree in Computer Science and is seeking to grow within IT Support or Technical Support roles.

Printer Technician / IT Support - Partserve Channel Support

(2022-04)

• Diagnose, repair, and service LaserJet and inkjet printers across multiple client environments.
• Perform advanced troubleshooting on printer hardware, drivers, firmware, and connectivity issues.
• Install, configure, and update printer firmware and drivers on Windows-based systems.
• Conduct preventative maintenance including cleaning, calibration, inspections, and part replacements.
• Resolve print, scan, and device communication issues to minimize user downtime.
• Provide end-user technical support and guidance on printer usage and basic troubleshooting.
• Log, track, and manage service calls while ensuring compliance with SLA requirements.
• Escalate complex technical issues when required and follow through to resolution.
• Maintain accurate service records and technical documentation.
• Work closely with team members and clients to ensure efficient service delivery and customer satisfaction.

Printer Technician - Smart Office Connexion

(2018 - 2022)

• Installed and configure LaserJet printers for new and existing corporate clients.
• Diagnosed and repaired printer hardware faults including paper jams, print quality issues, and component failures.
• Configure printer drivers, scan settings, and network connectivity on end user devices.
• Provided first-line technical support to end users and explain solutions clearly for future reference.
• Managed multiple service calls simultaneously while meeting a 4-hour SLA turnaround time.
• Communicated regularly with clients regarding fault status, repair progress, and resolution timelines.
• Perform routine maintenance to improve printer reliability and performance.
• Built strong working relationships with clients through professional and timely service delivery.

Bachelor’s Degree - Computer Science - O V A L I N TE R N A TIO N C O LLE GE (2016)