Technical Support It

KGAOGELO MOKETE SEBATJANE

* ***** **** ***********, *******, 2191 **.*********@*****.*** 060******* Driver’s License: C1 Willing to Relocate

PROFESSIONAL PROFILE

Results-driven IT Support Technician with 3+ years of experience delivering Level 1-2 technical, network support and maintaining system stability, availability, and performance in high- demand environments. Proven ability to resolve incidents, reduce downtime, and improve service delivery through effective service management processes. Strong background in application support, troubleshooting, and stakeholder engagement within government and enterprise environments.

CORE SKILLS

• Service Management (Incident, Problem, Change)

• Level 2 Technical Support

• Application Support and Troubleshooting

• Service Level Management (SLAs)

• Data Analysis and Reporting

• Documentation and Knowledge Base Management

• Stakeholder and User Support

• ITIL Principles (Foundational Understanding)

KEY ATTRIBUTES

• Strong problem-solving and analytical skills

• Excellent communication and customer service

• Detail-oriented with strong documentation skills

• Ability to work effectively in healthcare and regulated environments

• Team-oriented with a commitment to continuous learning PROFESSIONAL EXPERIENCE

Network Trainee

Zensar Technologies – Sandton

July 2025 – present

• Participated in hands on Cisco CCNA training covering network, routing and switching fundamentals.

• Configuring VLANs, IP addressing schemes, and basic inter-VLAN routing in lab environments.

• Assisting with network cabling, patch panel management, and connectivity testing.

• Support users with Wi-Fi, VPN and Printer connectivity issues.

• Applying network monitoring and troubleshooting methodologies aligned with enterprise standards.

Junior IT Support Technician

Office of the Chief Justice – Polokwane High Court Jun 2023 – May 2025

• Resolved 90%+ of Level 1-2 support incidents within SLA, improving system availability and reducing user downtime across multiple departments.

• Diagnosed and resolved complex application and system issues, decreasing recurring incidents by identifying root causes and implementing preventative measures.

• Supported Microsoft Exchange email systems and resolved network-related communication issues.

• Installed, configured, and supported transversal systems (BAS, PERSAL, LOGIS).

• Supported business-critical applications, ensuring consistent performance and minimal disruption to judicial operations.

• Collaborated with cross-functional teams to escalate and resolve high-priority incidents, reducing resolution time by up to 30%.

• Maintained accurate incident and service request records, improving audit readiness, and reporting accuracy.

• Contributed to service improvement initiatives by identifying inefficiencies and recommending process enhancements.

IT Support Technician Intern

Limpopo Department of Health

Oct 2021 – Mar 2022

• Provided Level 1-2 technical support for healthcare systems, supporting users, and ensuring continuous system availability.

• Reduced ticket backlog by 25% through efficient incident management and prioritization of critical service requests.

• Monitored system performance and proactively resolved issues before impacting service delivery.

• Assisted in maintaining SLA compliance by tracking and reporting service metrics.

• Documented technical procedures and solutions, improving knowledge sharing, and reducing resolution time.

EDUCATION

National Diploma in Information Technology (Software Development) Institution: Tshwane University of Technology

Year Completed: 2022

Relevant Coursework:

• Information Systems

• Technical Programming

• Computing Fundamentals

• Development Software

• Computing Systems

National Senior Certificate (Grade 12)

School: Motse Maria Secondary School

Year Completed: 2016

CERTIFICATIONS

• Microsoft Azure AI Fundamentals (AI-900) – 2022

• Professional Certificate (AMICITP-SA) – Cisco Networking Competency – 2026 TECHNICAL TOOLS AND TECHNOLOGIES

• Windows OS, Active Directory

• Service Desk Systems (e.g. ServiceNow, Remedy)

• Microsoft 365 Suite

• Networking Fundamentals (TCP/IP, DHCP, DNS)

REFERENCES

• References available on request

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