Support Engineer It

KGOTSO LETELE

**** *** * ********* **** / Code C* license/ 880**********

***************@*****.***/ 071*******

ACADEMIC QUALIFICATIONS

CTI Nelspruit Campus - 2011

BTECH in Information Technology

CTI Nelspruit Campus - 2008 -2010

Diploma in Information Technology

Milner High School - 2006

Grade 12

Professional courses / Training

Project Management

Networking concepts

Visual Programming Fundamentals

System Development Analysis

Database

A+

Business communication

Web design

Fundamentals of Computer Technology of Science (Pascal)

Object-oriented programming (Java),

Networking Technology (MSCE)

Computer Skills

Microsoft Office: Word, Excel, Access, Power Point Presentation

Basic C#

HTML

Basic Java

Hardware

Knowledge

Customer Service

HP, DELL, ASUS, Lenovo, TOSHIBA hardware

Own desktop support related processes, including ordering and purchasing.

Root-cause analysis

•Microsoft XP/7/8 and Mac OS

•Microsoft Office 2000 - 2013

• Microsoft Windows Server 2003

• Microsoft Active Directory, DNS, DHCP

• Knowledge of IP networks, routing, switching

• Good PC hardware and software skills

• Google Apps

• VNC

• Knowledge of printers and network printers

• Knowledge of wireless networks

• General networking

WORK EXPERIENCE

Alteram Solutions (SASSA Contract)

CSE Team Lead

3 May 2021 – Present

Duties:

Assign calls to relevant team members

Assist CSEs remotely should they be struggling

Train new CSEs

Liaising with 3rd party contractors/suppliers/vendors.

Draft monthly and weekly SLA reports

Do quarterly site visits

Draft manuals for software and hardware troubleshooting

EOH

Field Support Engineer

08 May 2015 to present

EOH Nelspruit (SASSA Current Contract)

Duties:

In charge of 7 SASSA sites at times support all offices in the province

Ensure that all SASSA stack software are installed and up-to-date

Handling incoming incidents via the phone / e -mail promptly and effectively

Diagnosing and resolving a wide range of technical issues over the phone and remotely

Configuring e-mails i.e GroupWise and MS Outlook

Repairing printers and computers which are already out of warranty if need be

Answering & responding to all calls & requests within set SLA

Provide troubleshooting and configuration support for client desktop and networking environment

Installing new printers, laptops and Desktops

Setup IP Phones

Data migration from one PC/Laptop to the new one

Assist other team members in their respective sites in order to achieve monthly SLA target

Provide preventative maintenance on a 2 months basis on all sites

Take over from SDM when he is on leave an act on his behalf

Assign calls to other field technicians

Provide report during meeting on some of the challenges that occurred

Liaising with 3rd party contractors/suppliers/vendors

Acting team leader duties from December 2015 – Present:

Assist technicians in fault finding

Write manual for troubleshooting of printers and applications

Train new FSEs

Assist in other regions Remotely

Travel to FSEs sites to ensure that everything is within SASSA standards

Assist in assigning calls should the SDM be on leave

Accomplishments

Team leader at EOH Johannesburg

Top Filed Support Engineer for in EOH Nelspruit

Acting Service Delivery Manager in EOH Nelspruit

Reference:

Name : Mr Bonginkosi Shiba

Relationship : Former Service Delivery Manager (Nelspruit)

Contact Number : 071-***-****

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

Projects: EOH JHB

1.SASSA

Duties:

Make sure that my team records accurate information of audited assets.

Maintain computerized audit software.

Prepare audit finding memoranda and working papers to ensure that adequate documentation exists to support the completed audit and conclusions

Follow up on audit findings to ensure that management has taken corrective action(s).

2.Department Of Justice

Duties:

Install and configure Kofax software

Install and configure Fujitsu scanners

Make sure that all team members are on par with the work schedule

Assist teammates which are struggling with the software configurations

Make sure that all relevant paper work is sign by the department’s head and email it back to Line manager.

3.NPA

Duties:

Installation and configuration of standalone printers

Migration of emails from Groupwise to Outlook

4.Gems

Duties:

Make sure that my team records accurate information of audited assets

Prepare audit finding memoranda and working papers to ensure that adequate documentation exists to support the complete audit and conclusions

Make sure that all network connections are working accordingly

Ensure that all printing devices are working accordingly

5.PG Glass

Duties:

Relocations of users to new offices

Setting up users workstations

Connecting users to network

Creating network mapped files for individual users

Setting up scanning and printing facilities

6.Broll

Duties:

Installation and configuration of standalone printers

Migration of emails from Groupwise to Outlook

Team leader duties:

Brief team mates on the projects that we had to undertake

Make sure that everyone understands their roles

Assist team mates who were struggling in certain areas

Meet up to Management at client site and ensure that they were happy with the work done

Do paper work claims for all team members

Reference

Name : Mr Denzil Rinkwest

Relationship : Line Manager (Johannesburg)

Contact Number : 084-***-****

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

Compupos

Junior IT Technician

29 September 2014 to 28 January 2015

Reason for leaving

Working condition were unsafe

Duties

Build POS machines:

Touch machines for for fast food outlets and Restuarants

Normal point of sale machines for clothing stores or spa’s

Make sure POS software is installed correctly and is updated

Repair or replace broken hardware i.e Power suppliers, hard drives, monitors, receipt printers

Go to clients site to assist with network configurations or hardware problems

Go to Makro stores to to go deliver POS softwear and hardware and also check sales on which product (4POS) is selling better and which is not.

Reference

Name : Mr Victor Mutandwa

Relationship : Senior Technician

Contact Number : 076-***-****

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

Jetline.com - Klerksdorp

Counter Attendant & Driver

1 June 2013 to 28 January 2014

Reason for leaving

Family responsibilities.

Duties

Print out documents to customers

Desktop Support

Upgrading Operating systems

Installing required software and antivirus update

Setting up email (Microsoft Outlook 2007 and Outlook 2010)

LAN troubleshooting

Assisting in internet access and email

Troubleshooting printer and email related problems

Bind books

Enlarge Pictures and edit them if required

Fax documents

Delivering and collecting merchandise to customers and vendors.

Scan and email documents for customers

Make sure the server is up-and-running smoothly and also the Pastel system

Manage the shop when the manager is on leave

Mentor / Train new employees

Reference

Name : Mr JP Engelbrecht

Relationship : Manager

Contact Number : 076-***-****

Work Tel : (018-***-****/73

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

Department Of Public Works, Roads, and Transport - Nelspruit

IT Technician (Intern)

1 October 2010 to 30 September 2011

Reason for leaving

Internship contract ended.

Duties

Responsible for taking incoming calls & providing efficient customer support for all 1st Line issues relating to Desktops, Laptops and peripherals. Supporting over 200 users & on average answering more than 20 IT calls a day.

Providing technical support over the phone to all IT users

Handling incoming incidents via the phone / e -mail promptly and effectively

Diagnosing and resolving a wide range of technical issues over the phone

Updating support documentation

Configuring e-mails i.e GroupWise and MS Outlook

Answering & responding to all calls & requests within agreed time scales.

Keeping customers/ end-user updated as to progress

Installing and maintaining Desktop OS.

Installing transversal systems(BAS, Logis and Persal)

Provide troubleshooting and configuration support for client desktop andnetworking environment

Liaising with 3rd party contractors/suppliers/vendors.

Managed domain access and privileges

Professional strengths

Good interpersonal skills, works well with others and motivates and encourages

Self-motivated with a high personal

Well organised, good planner and time manager

Used to working under-pressure and meeting deadlines

Active and dynamic approach to work

Willing to learn and adapt to changing environments

Excellent listener and communicator and conveys information verbally in writing

Comprehensive knowledge and experience in desktop hardware and software support.

Sound experience with, and knowledge of, basic networking.

Ability to build trust an credibility with managers and employees

Reference

Name : Mr. Kenneth J Sithole

Title : IT Data Technologist

Relationship : Supervisor

Contact Number : 076-***-****

Work Tel : (013-***-****

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

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