Desktop Support
Resume:
VALERIE MASOKO
**** ******* *****, *********, ****** 2, 1754
Mobile: 071******* E-mail: ***********@*****.***
I am a loyal, diligent, and passionate worker who can completely focus on the task at hand, also possess tremendous energy and ambition. My initiative and creative personality is one that is firmly grounded.
PERSONAL INFORMATION
IDENTITY NUMBER : 900**********
GENDER : Female
HOME LANGUAGE : Setswana
OTHER LANGUAGE : English, Afrikaans and Zulu
NATIONALITY : South African
DRIVERS LICENCE : Code B
EDUCATION
2007
SCHOOL ATTENDED : Bethel High School (NW)
HIGHEST GRADE PASSED : Grade 12
2015
QUALIFICATION : Bachelor of Commerce in Information
Systems
INSTITUTION : North West University [Mafikeng Campus]
EMPLOYMENT
2017 – 2018
COMPANY : Worley Parsons RSA
POSITION HELD : Regional Service Desk Analyst
KEY RESPONSIBILITIES
Provide exceptional customer service and technical expertise on incoming calls and tickets generated by end users from EMEA and APAC region.
Troubleshooting issues relating to: Windows domains and workgroups, windows networking( mapped network drives, shared folders, printers), Active Directory, user profile creation and modification, group policy objects, LAN/WAN connectivity, firewall configuration (VPN, port forwarding), onsite exchange and hosted exchange environments( office 365, google apps), hardware diagnosis (servers, workstation, laptops).
Perform support remotely to managed services customer using remote monitoring and managerial tools.
Provide users with timely written and oral updates regarding their support cases.
Follow up on all support calls to ensure solution and closure.
Provide basic functions such as password resets, creating user profile, demobilising, and remobilising users.
Escalating tickets to local desk side support when necessary.
Install software’s and assist in maintaining same as needed.
Assist in managing data backup and restores data for end users as required.
August 2018 – 31 July 2019
COMPANY : AYO Technology Solutions Limited
POSITION HELD : Junior Network Engineer Intern
KEY RESPONSIBILITIES
Installation, configuration, and support of network infrastructure.
Performance and capacity monitoring for network platforms.
Diagnosis of network issues, monitoring switches, ADSL routers and network cards.
Onsite and remote desktop support.
Prepare documentation and specifications.
Desk phone support and general technical problem solving.
01 August 2019 - Date
COMPANY : AYO Technology Solutions Limited
POSITION HELD : Field Service Engineer - Microsoft
Technologies
KEY RESPONSIBILITIES
Install and maintain the Change Auditor agent on all Domain Controllers.
Provide access to the Change Auditor portal for Sasol resources by way of SCD security Groups, where daily changes can be analysed to identify changes outside of Sasol change process as well as risks to the security or stability of the Active Directory environment.
Provide daily monitoring of the reports.
Aid in establishing notification on critical alerts as sent from Change Auditor application.
KNOWLEDGE, SKILLS AND COMPETENCIES
Microsoft Windows Server operating systems
Microsoft Active Directory
Microsoft Desktop Operating Systems (Windows, Mac)
Desktop support and troubleshooting skills
Network troubleshooting skills
Switches, ADSL routers and ADSL lines
Microsoft Office (’97,2000, XP,2010, O365)
Customer/Site management
REFERENCES
NAME : Mr Riaan Cronje
COMPANY : Worley Parsons RSA
POSITION : Regional Service Desk Manager
CONTACT DETAILS : 076*******
NAME : Mr Alfred Nkwana
COMPANY : AYO Technology Solutions Limited
POSITION HELD : Senior Manager Client Services
CONTACT DETAILS : 082*******
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