Zakhele Mdluli

Results-driven IT Support Technician with practical experience in troubleshooting hardware and software issues, user support, and system maintenance. Seeking to leverage my skills and internship experience to deliver high-quality technical support and contribute to organizational success.

Intern (IT Support Technician) at Office of the Public Service Commission (2023-06 – Present)

• Diagnose and resolve hardware issues, including desktops, laptops, servers, networking equipment, and peripherals
• Provide technical support to end-users, assisting them in troubleshooting hardware problems and optimizing system performance
• Collaborate with other technical teams to resolve complex hardware-related issues
• Provide first-line technical support to end-users, addressing hardware, software, and connectivity issues
• Log and categorize support tickets, ensuring accurate and timely documentation of reported problems
• Resolve or escalate issues to appropriate IT teams for further investigation and resolution
• Install and configure hardware components, including CPUs, memory modules, hard drives, graphics cards, and network devices
• Ensure compatibility and compliance with manufacturer specifications and industry standards
• Conduct hardware testing and verification to ensure proper functionality
• Perform routine maintenance tasks on ICT hardware, such as cleaning, system optimization, and firmware updates
• Plan and execute hardware upgrades, including component replacements and capacity expansions, to meet evolving business needs
• Monitor hardware performance and implement preventive maintenance measures to minimize downtime
• Maintain an inventory of ICT hardware assets, including documentation of specifications, serial numbers, and maintenance history
• Implement asset management processes to track hardware resources and ensure accurate record-keeping
• Coordinate with procurement and finance teams to manage hardware acquisitions, disposals, and warranty claims
• Work within a TCP/IP network environment, including DHCP, DNS and Ethernet
• Involved in the rollout of software updates and patches
• Investigate specialist and complex IT support issues
• Communicate with third party technical specialists
• Configure and manage backup & restore procedures
• Maintain a wide range of computer hardware and software programs
• Identify & report on the budgetary implications of IT projects and upgrades
• Provide secondary support for LAN administration
• Responsible for allocating work to junior staff and induction training for new staff
• Installation and troubleshooting of Department Transversal systems e.g. (BAS, LOGIS, PERSAL)

Desktop Support (Intern) at Department of Health (2021-11 – 2023-06)

• Provide helpdesk support to doctors, nurses, and admin staff
• Fix computer, printer, and network issues
• Resolve system errors quickly to avoid delays in patient care
• Install, configure, and update software and hardware
• Maintain computers, servers, and medical-related systems
• Ensure systems are always running smoothly
• Support LAN/Wi-Fi connectivity
• Troubleshoot network issues
• Assist in maintaining secure and stable connections
• Create, manage, and reset user accounts
• Control access to systems (especially patient data systems)
• Ensure proper security permissions
• Protect sensitive patient information
• Follow laws like POPIA (Protection of Personal Information Act)
• Ensure antivirus and security updates are in place
• Keep records of IT equipment
• Track and maintain hardware inventory
• Assist with upgrades and replacements
• Ensure regular data backups are done
• Assist in restoring lost data when needed
• Prevent data loss in case of system failure
• Assist with hospital systems (patient records systems, reporting systems)
• Ensure medical staff can access systems without interruption

Educator Assistant at Department of Education (2019-12 – 2020-05)

• Assist the teacher during lessons
• Help learners understand instructions
• Support group work and activities
• Help manage learners in class
• Record attendance of learners
• Assist with marking simple tasks or exercises
• Prepare teaching materials (photocopying, printing, setting up worksheets)
• Help organize classroom files and records
• Provide extra help to learners who struggle
• Support learners with reading, writing, or basic maths
• Help learners who need special attention or guidance
• Help maintain discipline and order
• Supervise learners during lessons and activities
• Ensure learners follow classroom rules
• Help keep classrooms clean and organized
• Assist with setting up learning areas
• Help in decorating classrooms with educational materials

National Diploma in Information Technology (Communication Networks) – Mangosuthu University of Technology (2016)

Post-graduate Certificate in Education – Unisa (2020)

Matric – Dumangeze High (2007)