Customer Relations It Support
Resume:
MAANDA TSHISIKULE
IT SUPPORT ENGINEER
maandanet*0@gm
ail.com
South Africa, South Africa
ABOUT ME
Dynamic IT Professional with over 2 years of extensive experience in network and systems management. Eager to leverage my exceptional troubleshooting abilities and dedicated work ethic to contribute to your team’s
success. I am enthusiastic about embracing new
challenges and fostering growth within a collaborative environment, aligning my skills with your organization’s goals.
SKILLS
Network Troubleshooting
System Administration
Technical Documentation
Security Compliance
Server Management
Windows Operating
Systems
Problem-Solving
Backup Solutions
Remote Desktop Support
VPN Setup
Firewall Configuration
DHCP Management
DNS Configuration
Software Installation
Linux Operating Systems
Cloud Computing
Virtualization
Microsoft 365
CCTV Setup
LANGUAGE
English
REFERENCES
Faeez Fataar
Averda South Africa
T: 076-***-****
E: *****.******@******.***
Shaheed Davids
Averda South Africa
T: 082-***-****
E:
*******.******@******.***
WORK EXPERIENCE
IT SUPPORT OFFICER Averda South Africa Western Cape, Cape Town
Oct 2022 - Mar 2024
• Spearheaded setup and configuration of PCs and laptops, demonstrating expertise in hardware installation, software configuration, and troubleshooting for both onsite and remote users.
• Delivered exceptional Desktop Support, efficiently resolving diverse IT issues to boost user satisfaction.
• Ensured timely resolution of logged Tickets, streamlining incident management processes.
• Administered user accounts via MS Azure Admin Portal and Active Directory, optimizing operational workflows through effective password resets and permissions management.
• Provided superior remote support using tools like TeamViewer, AnyDesk, and Manage Engine, ensuring efficient problem resolution.
• Configured and deployed essential software on mobile devices
(Android and iOS), driving organizational productivity.
• Executed thorough onsite and remote troubleshooting, enabling swift replacement of faulty hardware.
• Identified and upgraded all legacy devices, addressing E-waste concerns effectively.
• Delivered expert technical assistance for Microsoft Office 365, ensuring optimal application performance.
• Performed regular updates on security patches, Implemented and managed Data Encryption.
• Managed and configured Windows servers (2012 R2 to 2022 Datacenter), reinforcing organizational infrastructure.
• Provided comprehensive training and technical guidance to end-users on IT tools, enhancing user competence.
• Conducted routine maintenance and upgrades on IT systems, optimizing performance and bolstering security.
• Collaborated with Head Office and remote IT teams to address complex technical challenges with innovative solutions.
• Partnered with external IT teams for the installation of network devices, ensuring swift remediation.
• Monitored and maintained network infrastructure for reliable connectivity across LAN and WAN systems.
• Upgraded and configured network switches from industry leaders like HPE, Cisco, and TP-Link for robust performance.
• Successfully managed access points from Aruba, TP-Link, and Netgear, enhancing network efficiency.
• Expertly troubleshot network-related issues, including connectivity, DNS, DHCP, and Windows Server configurations.
• Administered Windows Server (RRAS) VPN alongside technologies like Global Protect and Forti Client.
• Familiar with Velo Cloud SD-Wan Routers/Firewalls and Cisco Meraki routers/Firewalls for adaptive network solutions.
• Established and managed onsite and remote Virtual machines using Hyper-V and VMware ESXi vCenter.
• Collaborated with third-party vendors to resolve ISP connectivity challenges, ensuring seamless internet access.
• Coordinated with vendors for the deployment and management of Yealink VoIP desk phones, enhancing communication capabilities.
• Negotiated with vendors for internet connectivity, mobile contracts, and service proposals to enhance cost efficiency.
• Managed contract negotiations for IPsec Tunnels with third parties, optimizing operational costs.
• Partnered with vendors for regular data backups using Redstor Cloud and Veeam, ensuring robust disaster recovery.
• Installed and managed onsite and remote CCTV surveillance systems
(HikVision) for enhanced security monitoring.
• Collaborated with vendors on contract management for new network printers and innovative technologies.
• Stayed current on the latest IT advancements, proposing optimizations to elevate system performance.
• Adhered to IT policies, procedures, and security protocols, safeguarding sensitive data and ensuring compliance.
• Maintained comprehensive documentation for all IT assets, contracts, and solutions, ensuring effective management and accountability. IT SUPPORT INTERN Averda South Africa Western Cape, Cape Town
Oct 2021 - Oct 2022
• Collaborated cross-departmentally, fostering a cohesive work environment to achieve shared objectives.
• Conducted in-depth research for projects, leading to informed decisions and successful outcomes.
• Actively participated in professional development, enhancing skill set and future employment prospects.
• Utilized strong communication abilities in presentations, increasing colleague understanding of project goals.
• Contributed to team meetings with insightful suggestions, driving innovative problem-solving strategies.
• Supported daily tasks, reducing workload for staff and enabling focus on higher-priority assignments.
• Developed organizational skills by managing multiple tasks simultaneously under strict deadlines.
• Enhanced intern productivity through effective project coordination and continuous support.
• Delivered exceptional customer service, promptly addressing inquiries and ensuring high client satisfaction.
EDUCATION
NATIONAL DIPLOMA: NETWORK SYSTEMS
Boston City Campus & Business College 2020
NATIONAL SENIOR CERTIFICATE - GRADE 12
Jeppe Education Center 2018
PERSONAL DETAILS
Date of birth
08/01/1997
Nationality
South African
Marital status
Single
COGNITIVE COMPETENCIES
• Ability to analyze and troubleshooting complex problems, proposing effective solutions or recommendations.
• Attention to detail with a structured approach.
INTRAPERSONAL COMPETENCIES
• Positive attitude, commitment and confidence.
• Integrity and the ability to function well under pressure.
• Action-oriented and passionate about Customer service. INTERPERSONAL COMPETENCIES
• Attentive
• Keen and patient listening skills
• Empathy and teamwork, fostering positive interactions with colleagues.
COMMUNICATION COMPETENCIES
• Strong written and verbal skills.
• Ability to express thoughts clearly, listen carefully, and respond appropriately to minimize misunderstanding.
DRIVING LICENSE
Driving license category
Code 8 & Own Vehicle
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