Support Technician Agent

CURRICULUM VITAE

OF

Matshidiso Senokwane

** ********** ******, *********

Pietermaritzburg, 3201

Mobile: 067-***-**** / 073-***-****

Email: *********@*******.**.**

PERSONAL SUMMARY

I am a highly competent and ambitious ICT Technical Support Office with a strong technical background who possesses self-discipline and the ability to work with the minimum of supervision. Over 5 years experience in ICT technical support, having exposure to a wide range of technologies and able to play a key role in troubleshooting hardware, software, network problems and to ensure that quality solutions meet business objectives. Possessing a good team spirit, deadline orientated and having the ability to organise and present complex solutions clearly and accurately.

CAREER OBJECTIVE

Looking for a suitable ICT Support Technician position with a successful and dynamic company that offers room for progression, where I can use my abilities to support network infrastructure, mobile devices and PC's.

PERSONAL DETAILS

ID number : 800***-***-****

Nationality : SA Citizen

Languages : English, Tswana, Zulu, Afrikaans

Gender : Male

Availability : Immediately

AREAS OF EXPERTISE

Desktop Support Customer Service Support Software Configuration

LAN Support Mobile Device Support Hardware Exposure

Technical Support Office Applications Printer Support

EDUCATION

PROFESSIONAL TRAINING

Cybersmart Web Solutions Technical Support Agent (2015)

Subjects: Telephonic Support to Customers; Internet and Networks; Ticket Tracking using RT;

Setup ADSL and Dial Up Connections; Setup Email addresses; Register a Domain and Setup a Website; Administer all hosting clients using C-Panel; Troubleshoot Connectivity Problems using Radius; Pricing of Connectivity and Hosting Services.

Vodacom Academy Techzone Data Specialist and Webmaster (2014)

Subjects: Device Startup/Setup; Emails; Social Media; Wireless Connections; Screening of Device;

Troubleshooting; Software Update; OBF; In-Store Exchanges; Equipment; Vetting;

Technical Support and Customer Service Support.

CURRENT EDUCATION

IT Academy MCSA 2012 (2016)

Subjects: Installing and Configuring Windows Server; Administering Windows Server;

Configuring Advanced Windows Server.

TERTIARY EDUCATION

University Of KZN (Scottsville) ICDL Certificate (2011)

Subjects: Windows 7 and Microsoft Office 2010 Suite.

HAVETECH College Certificate in PC Engineering (2006)

Subjects: Installation, Configuration & Upgrading; Motherboard / Processor / Memory;

Diagnosing and Troubleshooting; Printers and Networking.

I.T. Intellect (International Training) Certificate in A+ and N+ (2005)

Subjects: PC Hardware, Networking, Laptops; Mobile Devices, Printers, Operational Procedure;

Operating System, Security, Installation; Diagnosing and Troubleshooting; Media and Topologies; Protocols and Standards; Network Implementation, Support & Maintenance.

SECONDARY EDUCATION

Moroka High School Matric (1998)

WORK EXPERIENCE

Wandata - Wireless 4U (Tetra Mobile) Pietermaritzburg, RSA

Wireless Support Technician (Mar 19 – May 22)

Responsible for installing, maintaining and repairing all things wireless. This includes everything from datacenters, cell phone towers to Wi-Fi routers to radio frequency equipment. And also, often tasked with ensuring that these systems are functioning properly and resolving any issues that may arise. include responding to maintenance requests regarding system defects and other issues, troubleshooting problems with network systems by running tests and maintaining inventory for computer hardware.

Duties:

Installing, repairing and maintaining datacenters, telecommunications equipment, such as antennas and towers

Working with multiple computer operating systems including UNIX and LINUX

Installed and maintained 11, 5.8 and 2.4 Ghz antennas, POE, sector antenna radio. (Ubiquity, MikroTik, Cambium)

Climb towers, ladders or operates also lifted equipment to client sites

Worked at heights: House roofs, telephone/gum poles or large buildings

Design and install high-functioning computer network connections including cabling

Working with multiple computer operating systems including UNIX and LINUX

Installing, repairing, and maintaining telecommunications towers, antennas, and other equipment used in wireless communication

Installing wireless equipment such as antennas and base stations for cellular phone networks

Installing, maintaining, and repairing computer hardware, such as modems, routers, servers, printers, and hard drives

Installing and troubleshooting computer network components such as routers and switches using knowledge of network topologies, protocols, and security measures

Cabinet Patching, punching, labelling, pulling of cables etc,

Troubleshooting system failures and identifying roadblocks in the network

Inspected and fixed problems in LAN and WAN infrastructure and testing and configuring software

Providing technical direction and giving training to co-workers about network systems

Working with vendors to get needed equipment for the networks and systems

Vodacom Techzone Pietermaritzburg, RSA

Help-Desk Support Technician (Oct 15 – Jan 17)

Responsible for remote and onsite IT technical support to Mobile devices, Desktops and Network infrastructure ensuring that the client's requirements are always met and their expectations exceeded.

Duties:

Provided 1st / 2nd line technical support to mobile devices, desktops and Ethernet / Wireless routers

Troubleshoots, diagnosed and resolved mobile devices, smartphones, laptops and network issues

Installed and configured new computer hardware, operating systems and office applications.

Supported end-users in use of computer equipment by providing necessary training and advice

Responsible for start-up/setup of devices, email, social media and wireless connections.

Responsible for client’s data backups and transfer from old to new devices.

Supported: Android, IOS, Windows operating system, Office applications, LAN Ethernet and Wireless Routers also handling all technical customer queries.

Provided support to the enterprise’s local IT and software resources

Basic Admin (Tickets / Quotes / Clients Database using POS)

Maintained Techzone department’s policies and process documentation.

Provided in-store sales (Devices/Accessories/) and follow-up with support as required (POS).

R&S Consulting (Vodacom Techzone at Game) Pietermaritzburg, RSA

Help-Desk Support Technician (Oct 14 – April 15)

Responsible for remote and onsite IT technical support to Desktop, Smartphones, Laptops and Network infrastructure ensuring that the client's requirements are always met and their expectations exceeded.

Duties:

Provided 1st / 2nd line technical support, answering support queries via phone and onsite

Troubleshoots, diagnosed and resolved mobile devices, smartphones, laptops and network issues

Installed and configured new computer hardware, operating systems and office applications.

Supported end-users in use of computer equipment by providing necessary training and advice

Responsible for start-up/setup of devices, email, social media and wireless connections.

Responsible for client’s data backups and transfer from old to new devices.

Supported: Android, IOS, Windows operating system, Office applications, LAN Ethernet and Wireless Routers also handling all technical customer queries.

Basic Admin (Tickets / Quotes / Clients Database using POS)

Maintained Techzone department’s policies and procedures.

Business Connexion (SITA – Dept. Of Health) Durban, RSA

Computer Facilitator & Help-Desk Support (Dec 13 – May 14)

Responsible for one-on-one Windows 7 and Office 2010 training, evaluation of knowledge, telephonic support, administration, co-ordination / maintenance and reporting.

Duties:

Conducting one on one computer training to Government officials.

Provided first and second level telephonic software support to trainees.

Supported end users in the use of computer equipment by providing necessary training and advice

Monthly narrative report of all training conducted and attendance register details.

Completion of weekly timesheets and maintenance of filling system.

Reporting of faulty equipment and any venue related problems to relevant (Department of Health) training co-ordinator.

Monitoring of training manual stock levels – Liaison with SITA representative and Department of Health representative on refurbishing requirement.

Submission of course evaluation forms, course reports and database results reports.

Thekwini Technologies (SITA – Dept. Of Health) Durban, RSA

Computer Facilitator & Help-Desk Support (Jan 12 – Nov 13)

Responsible for one-on-one Windows 7 and Office 2010 training, evaluation of knowledge, telephonic support, administration, co-ordination / maintenance and reporting.

Duties:

Conducting one on one computer training to Government officials.

Provided first and second level telephonic software support to trainees.

Supported end users in the use of computer equipment by providing necessary training and advice

Monthly narrative report of all training conducted and attendance register details.

Completion of weekly timesheets and maintenance of filling system.

Reporting of faulty equipment and any venue related problems to relevant (Department of Health) training co-ordinator.

Monitoring of training manual stock levels – Liaison with SITA representative and Department of Health representative on refurbishing requirement.

Submission of course evaluation forms, course reports and database results reports

Dlenyane Combined School (Department of Education) Tugela Ferry, RSA

Desktop Support Technician (Sep 09 – Jun 11)

Responsible to provide first and second line remote and onsite Desktop and LAN technical support to workstations and network infrastructure ensuring that the organisation's requirements are always met

Duties:

Diagnosed and repaired desktops, laptops, network infrastructure and peripheral devices.

Maintained office IT equipment (printers, workstations, servers, routers, switches)

Installed and configured new IT equipment.

Supported: Windows Vista/Windows 7 and Office 2007, 2010, Windows Server, Backup products, Anti-Viruses, TCP/IP, Ethernet, wireless router and Firewall Configurations

Set up and maintained a newly LAN networked computer lab from scratch 40 workstations.

Provided IT advisory technical support service to end users remotely and onsite.

Provided support to the enterprises local IT and software resources.

Implemented, customised and maintained remote software deployment as required.

Talked staff through a series of actions either face to face or over the telephone to help setup systems or resolve issues.

General housekeeping of the computer room, computer cabinet and cabled to company standards

GSM Computers (Self-Employed) Greytown, RSA

Help-Desk Support Technician (Jan 09 – Dec 10)

Responsible to provide 1st / 2nd / 3rd line Help-Desk support to customers, assisting them with hardware, software and network issues via phone and email. Visit customers to assist with technical issues

Duties:

Provided 1st to 3rd line technical support, answering support queries via phone and at customers

Diagnosed and repaired desktops, laptops, mobile devices, servers and network infrastructure

Provided IT advisory technical support service to end users remotely and onsite.

Maintained a high degree of customer service for all support queries and adhere to all service management principles.

Taken ownership of user problems and being pro-active when dealing with user issues.

Installed and configured new computer hardware, operating systems and applications

Supported IP addresses, resetting of routers, server maintenance, troubleshooting, configuration of printers, installed wireless networks for clients.

Talked clients through a series of actions either face to face or over the telephone to help setup systems or resolve issues.

Basic Admin (Tickets / Quotes / Clients Database / Bookkeeping)

Mount Ernestina Combined School (Department of Education) Greytown, RSA

Desktop Support Technician (Jun 07 – Dec 08)

Responsible to provide Help-Desk technical support directly supporting end-users, both face-to-face and remotely ensuring that the institution’s requirements are always met and their expectations exceeded.

Duties:

Provided technical support in terms of hardware, software, systems and network administration

Diagnosed and repaired desktops, laptops, mobile devices, servers and network infrastructure

Set up and maintained a newly LAN networked computer lab from scratch 40 workstations.

Implemented system specifications and provided ongoing maintenance to optimize functionality of devices, software and related IT equipment such as scanners and printers.

Instructed users on hardware, software settings, usage and care of organisational equipment.

Implemented, customised and maintained remote software deployment as required

Installed, maintained and supported organisation‘s network environments (LAN).

Provided support to the enterprises local IT and software resources.

Determined requirements and proposed the purchase of new network equipment including switches, routers, servers, workstations and backup equipment.

Lobethal Combined School (Department of Education) Tugela Ferry, RSA

Desktop Support Technician (Jan 03 – Mar 07)

Responsible to provide 1st/2nd line desktop and network technical support directly to end-users, both face-to-face and remotely ensuring that the organisation’s requirements are always met as required/requested.

Duties:

Troubleshoots and repaired desktops, laptops, mobile devices, servers and peripheral devices.

Repaired equipment, built cables, replaced boards and components to identify and remedy failures

Installed and configured new IT equipment, managed all IT assets onsite.

Installed and maintained a newly LAN networked computer lab from scratch 30 workstations.

Accountable for effecting remote and onsite IT support to all internal and external stakeholders.

Supported: Windows XP/Vista/Windows 7 and Office 2003, 2007, 2010, Windows Server, Backup products, Anti-Viruses, DNS/DHCP, TCP/IP, Ethernet, wireless router, firewall configurations

Implemented, customised and maintained remote software deployment as required.

Collaborated with hardware and software vendors to solve technical issues.

Recorded, tracked and reported inventory management of software, hardware, licences and other IT supplies in accordance with policies and procedures.

TECHNICAL COMPETENCIES

Knowledge of: Computer/Printer Audits. General trouble shooting. Desktop operating systems and Microsoft application ICT Business Environment and Landscape. Network cabling and telephony system used within the business. Business aspects of the application(s), and of technical aspects of the application system(s) and the hardware and software environment in which they run. Computer and network principles; LAN principles and topology; Internet protocols, services and Standards; Implementing LAN and Desktop Software; Understanding of computer and networking concepts: Office applications; LAN Principles; Cabling Principles; Software Configuration Management (Configuring Windows Device); Technical: ICDL, PC Engineering, A+; N+.

Skills. Microsoft Excel, Word, Power point, Access, Outlook. Good Interpersonal skills (liaise with all levels of staff, suppliers and management on a daily basis). Problem solving and good time management skills. Team player and taking ownership of problems. Customer service orientated. Attention to detail. Demonstrates good oral and written communication skills. Ability to work under pressure. Ability to resolve application problems quickly and cost-effectively. Physically fit, able to work in confined spaces, crawl and lift heavy objects

REFERENCES

Mr Steve Dodd : Supervisor Wandata and Tetra Mobile Tel: 083-***-**** / 033-***-****

Email: *****.****@*******.***

Ms Thandeka Mhlongo : Supervisor Vodacom 4U and Chatz Tel: 083-***-**** / 033-***-****

Mr Hassen Variawa : KZN QA (Data Specialist) R&S Consulting - Vodacom Tel: 076-***-**** / 011-***-****

Email: ******.*******@***.***.**

Mrs Yogani Govender : CEO Thekwini Technologies (SITA) Tel: 031-***-****

Email: yogani.govender@.co.za

Mr Phillip Madasamy : Account Executive Business Connexion (SITA) Tel: 031-***-****

Email: *******.********@***.**.**

Mrs Jayshree Bharat : Training Manager SITA

Tel: 083-***-**** / 033-***-****

Email: ********.******@****.**.**

Mrs Nqobile Ngcobo : Training Coordinator Department of Health (Head Office)

Tel: 033-***-****

Email: *******.******@*********.***.**

Ms Thobile Shezi : Deputy HR Manager Mseleni Hospital Tel: 035-***-**** / 035-***-****

Mrs Guguletho Khumalo : Manager Lobethal Combined School Tel: 033-***-****

Mr M. Mkhize : Manager Mount Ernestina Combined School Tel: 072-***-****

Mr Sphamandla Dumakude : Manager Dlenyane Combined School Tel: 079-***-**** / 083-***-****

Mr Lindani Khumalo : Colleague Vodacom 4U Tel: 078-***-****

DECLARATION

I hereby declare that all the information provided in this application and any attachments in support thereof is to the best of my knowledge true and correct. I understand that any misrepresentation or failure to disclose any information may lead to my disqualification or termination of my employment contract, if appointed.

Signature: Matshidiso Senokwane Date: 28 June 2022

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