Technical Support Customer Service

Nhlanhla Thanjekwayo\ *** Athol Highlands North, Johannesburg, South Africa\ Email:

********@*****.*** Phone: 078-***-**** / 071-***-**** Professional Summary\ Dynamic IT professional with over 10 years of experience in IT Helpdesk Support, system administration, and customer service across various industries. Adept at diagnosing technical issues, providing remote and onsite support, and ensuring optimal system performance. Proven track record of delivering exceptional customer service while adhering to SLA requirements and enhancing IT infrastructure efficiency.

Key Skills

Technical Support (Hardware & Software)

Remote Desktop Support & Troubleshooting

Active Directory & Password Management

Software Installation & Maintenance (O365, Windows 7-10) Networking (LAN/WAN, Wi-Fi Configuration)

ITSM Tools (ServiceNow, HEAT, SCCM)

Printer Installation & Management

IT Asset Management & Documentation

Customer Relationship Management (CRM)

Excellent Problem-Solving and Communication Skills Professional Experience

IT Field Support Technician\ Xprocure / Primedia Retail – Johannesburg, South Africa\ May 2022 – Jan 2023

Provide onsite and remote IT support for digital signage and networking solutions. Install and configure software applications, including Datapost and Pageman. Perform troubleshooting of hardware, software, and networking issues. Conduct site visits for system inspections and new installations. Maintain accurate ticket logs and ensure timely resolution of service requests. Collaborate with clients to meet SLA requirements and achieve customer satisfaction. IT Technical Support Agent\ TFG – Cape Town, South Africa\ May 2021 – August 2021 Provided first-line technical support for end-users using ITSM tools. Managed network printer installations and troubleshooting. Configured and maintained Office 365 accounts and desktop systems. Resolved technical and client queries efficiently within SLA timelines. Supported POS systems and peripheral devices.

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IT Systems Support\ Medtronic – Johannesburg, South Africa\ November 2017 – August 2018 Delivered technical support for laptops, desktops, and mobile devices. Managed Active Directory accounts and provided remote assistance. Installed hardware and software, including imaging laptops and configuring networks. Resolved complex system and connectivity issues across African regions. Utilized tools like TeamViewer and ServiceNow for effective support delivery. Service Desk Analyst\ Merchants (SA) – Johannesburg, South Africa\ November 2016 – June 2017 Provided remote technical support for users across various systems and applications. Diagnosed and resolved hardware and software issues. Assisted users with software installations and system navigation. Managed and prioritized service requests using a ticketing system. Customer Service Representative\ ABI Bottling – Johannesburg, South Africa\ August 2014 – January 2016

Assisted customers with technical queries related to online ordering platforms. Managed and optimized customer accounts to enhance user experience. Resolved equipment-related issues, including SAP-logged cooler faults. Delivered telesales and aftersales support for Coca-Cola products. Education\ Certificate: Computer Technician\ Boston City Campus – 2013 Matric\ Wendy Wood High School – 2003

Certifications

CompTIA A+ Certification

Microsoft Office Specialist (MOS) Certification

Technical Proficiencies

Operating Systems: Windows 7/8/10, Linux

Tools: ServiceNow, TeamViewer, SCCM, V-tiger

Networking: IP Configuration, Cabling, Wireless Connectivity Applications: Office 365, Active Directory, SAP

Languages\ English, Zulu, Sotho, Tswana, Swati

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References\ Available upon request.

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