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Megan Esterhuizen IT Support Technician

Location: 1 Caldicott Street

Grahamstown

6139

Telephone: 078-***-****

Email: adhsve@r.postjobfree.com

Professional profile

I am a bright, talented and ambitious person with a good technical background who possesses self-discipline and the ability to work with minimum supervision. Other qualities that I’ll bring to the workplace are good team work, organisational skills, efficiency and being meticulous. I show pride in all the work I do, I work well under pressure and enjoy a new challenge. I am a critical thinker who addresses support issues timeously and who consistently exceeds performances. I am level-headed and calm in stressful situations with well- developed people skills. I have a passion for IT and I thoroughly enjoy working in this field. Career summary

Oct 2016 - Present Rhodes University, Grahamstown

IT Support Technician I

Key responsibilities

Troubleshoot problems that are commonly experienced by users. Provide user support such as installing software, creating user profiles and resolving known issues that are commonly experienced. Provide professional, efficient and accurate responses to enable the staff of the University with their IT needs.

● Provide effective and accurate responses to all users via email, phone, in person or remotely

● Advise and assist users on how to use standard applications

● Upgrade, install and configure new and upgrade computers with standard software

● Migrate users from old computers to an upgraded computer. Ensure upgrade computers are configured correctly for the user e.g. Setting up of printers, mail, mapped drives etc. limiting

“comebacks”

● Install and test peripherals such as scanners and printers

● Perform basic hardware diagnostics and when necessary swop out memory/hard drives, record diagnostic information and either resolve or escalate to the appropriate level

● Troubleshoot equipment under warranty and log faults to suppliers

● Report details of network faults for escalation purposes Dec 2013 – Sept 2016 Rhodes University, Grahamstown Service Desk Agent

Key responsibilities

Provide excellent customer service to all staff and students for the resolution of their computing needs and problems. Ensure that all incoming calls are answered promptly, emails to the Division are followed up on and allocated expediently and visitors are seen too in a professional manner.

• Ensure that incidents are logged and are either solved or escalated to the appropriate section

● Monitoring incidents and reviewing processes and procedures

● Managing incoming service desk lines, rerouting when necessary

● Troubleshoot first level problems telephonically, via email, ticket system or in person

● Receive computers to the department and ensure that all correct documentation has been completed

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Dec 2011 – Nov 2013 Imaginet Internet Services, Grahamstown Sales

Key responsibilities

Responsible for selling telecommunications products, including ADSL packages, ADSL Lines, Web Hosting Packages and registering domains online. Processing application forms both online and in person. Nov 2009 – Dec 2011 Imaginet Internet Services, Grahamstown Helpdesk Technician

Key responsibilities

Provide user support such as setting up Internet packages and routers. Troubleshooting problems that users may experience including Email problems, Internet connection and basic networking problems etc. 2008 – 2009 IT Solutions, Grahamstown

IT Support Technician (Intern)

Education & qualifications

Matric, Grade 12 – Mary Waters Senior Secondary School – 2004

International Diploma in Computer Studies – CTI Education Group – 2005 - 2007 Majors: A+, N+, Business Management

Skills

● Microsoft Office Package

● Office 365

● Google G Suite

● Basic Active Directory Knowledge

● Operating Systems Installations

● Basic Hardware Troubleshooting

● Software Installations

● End User Computing

● Basic Network Troubleshooting

● Remote Desktop Support

● Printer Support

● Backup Solutions

● Mac Setup

● Mac Troubleshooting

I have excellent telephone skills and an excellent ability to use Remote Access. We have to use Teamviewer and Windows Remote Assistance on a daily basis to assist users remotely with computer problems they are experiencing.

I am a very hard-working and a headstrong individual. I am motivated to solve a variety of technical problems, I like to step out of my comfort zone and accept challenging tickets that make me go above and beyond my skill set.

I have successfully developed my skills from firstly being on the Service Desk to becoming an IT Tech I and my desire to learn has assisted me in now being prepared to step up into a more challenging position. I am confident that I have had the necessary experience and can show my desire to learn that has equipped me. Page 3

References

● Andrew Cuyler

Imaginet Internet Services (Sales Manager)

adhsve@r.postjobfree.com / 046-***-****

● Leanne Van Der Merwe

Rhodes University (Lead IT Support Technician)

adhsve@r.postjobfree.com / 046-***-****

● Tracey Chambers

Rhodes University (Manager: Service Delivery)

adhsve@r.postjobfree.com / 046-***-****

Contact this candidate