Service Desk Continuous Improvement
Resume:
SKILLS
• Coaching and Mentoring
• Continuous Improvement
• Creating and implementing
systems that ensure growth,
reliability and ownership.
• Overseeing and managing
the helpdesk staff.
• Coordinating tasks,
escalations and
communication with other
departments.
• Resolving overall issues with
the support system.
• Collecting data for the
purpose of presentation.
• Monitoring the helpdesk for
what needs improving.
• Motivational leadership
• Leadership & influence
• Solutions-focused
EDUCATION
12/2023
Riverlea Secondary School
Riverlea, Gauteng
High School Diploma
11/2021
Microsoft Certification -
Pearson VUE Online
PL-100 Power Platform App
Maker
11/2021
LGIT Smart Online
ITIL 4 Foundation
10/2019
Thabiso Moloi
*******@*****.***
Dobsonville, ZA 1863
SUMMARY
I believe my skills are more productive in my workplace, as I will be able to take on and assist with additional assignments. I think responsibility motivates me the most, I am motivated to learn as much as possible relating to my position and future opportunities within the Company. I am very dedicated to archive objectives within the company that will be beneficial not only to myself, but the Company as well.
EXPERIENCE
08/2022 - Current
MSP Service Delivery Team Lead/ MSP Service Desk Team Lead Mint Management Technologies Bryanston, South Africa
• Configured and tested new software and hardware
• Installed, configured and maintained computer systems and network connections
• Successfully transitioned the team to a new service desk software platform, minimizing downtime and ensuring smooth operations
• Generated reports to track performance and analyze trends
• Oversee and apply ITIL processes such as Incident and Problem Management, Change Management, Service Management and Supplier Management
• Review, monitor and report on activity or projects as required by the client
• Ensure any written reports are produced using standard templates and are provided within the required Peer Review timeframes
• Review of SLA targets and service metrics
• Provide regular reports based on analysis of Incident, Problem and Change management with recommendations for targeted and specific opportunities for improvement.
12/2017 - Current
Assistant IT Manager
Mint Management Technologies Bryanston, South Africa
• Established robust data backup protocols, safeguarding critical information against potential loss or corruption incidents
• Delivered comprehensive training programs for end-users on new software applications and hardware devices, promoting Microsoft Certification -
Pearson VUE Online
AZ-900 Azure Fundamentals
10/2019
CBM Training
Key Management Skills for
Effective Managers
07/2008
Damelin Braamfontein
N+
06/2021
People Cert Online
ITIL Foundation Certificate IT
Service Management
06/2021
Microsoft Certification -
Pearson VUE Online
Azure Fundamentals: 70-410
Windows Server
02/2013
Udemy Online
ISO/IEC 27001
02/2009
Damelin Braamfontein
A+
swift adoption rates across the organization
• Optimized server infrastructure through virtualization technologies, significantly reducing hardware costs while maintaining high performance levels
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations. 10/2016 - Current
IT Administrator
Mint Management Technologies Bryanston, South Africa
• Diagnosed and resolved hardware and software issues
• Implemented desktop imaging strategies that expedited new employee onboarding process thereby minimizing downtime
• Resolved issues and escalated problems with knowledgeable support and quality service
• Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
03/2015 - 09/2016
Junior IT Administrator
Zazoo PTY LTD Net1 Applied Technologies Branch Bryanston, South Africa
• Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle
• Analyzed network traffic and performance metrics to optimize system performance
• Implemented virtualization technologies to optimize resource utilization across multiple servers for cost savings
• Reduced company downtime by proactively managing server backups and disaster recovery planning.
11/2010 - 02/2015
Networks Support Agent
Net1 Applied Technologies Rosebank, South Africa
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
• Identified trends in support inquiries, suggesting improvements to product features or documentation
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
• Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
Experience Knowledge:
Microsoft Teams Applications: 40-60%
Teams Room System installation: 80%
Microsoft End Point Manager: 50-60%
Microsoft Conditional Access: 50%
Microsoft Identity: 50%
Microsoft Dynamics: 40-50%
Microsoft Deployment Toolkit: 50%
Group Policies: 50%
Microsoft Server 2012: 40%
Microsoft App Maker: 40%
Microsoft Office Package: 70%
Desktop Support: 90%
Network: 50%
Network backup lines: 60%
Patch Management: 70%
Software Applications: 60-70%
Systems: 60-70%
Telephone lines Patching: 50%
Camera CCTV Systems: 60-70%
Biometrics: 70%
Windows Firewalls: 30-40%
WEBSITES, PORTFOLIOS AND PROFILES
https://www.linkedin.com/in/thabiso-moloi-940b3671/
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