Technical Support Engineer

rekgopetse ntokoma maepa

Address : Johannesburg South, Gauteng · Phone : +27-63-084-****

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

Professional Profile

Accomplished Technical Support Engineer with 10+ years of experience providing onsite and remote technical support and maintenance for a variety of computer hardware and software systems. As an experienced IT professional, I am skilled in installations, upgrading, and configuring hardware and software systems, focused on increasing system efficiency and minimising business interruptions, alongside strengthening business processes and performance. I have completed a BCom in Information and Technology Management,which has equipped me with the ability to align IT systems with business strategy, manage digital solutions effectively, and drive value through data, system support, and process improvement. This qualification strengthens my ability to operate across both technical and business environments.

Core Skills

. Active Directory, Office 365 . Microsoft Windows 7,8,10 & 11

. Diagnosis & Troubleshooting . Microsoft Azure (Cloud based application)

. Microsoft Exchange

. Maintenance, Installations, Repairs . Network Support (3G, Wi-Fi & LAN)

. G Suite, Microsoft SQL . ServiceNow, JIRA, Confluence

Career Summary

September 2023 – Present

DHL Global Forwarding

Position: IT Infrastructure & Systems Administration

Kempton Park, Johannesburg

Responsibilities

Perform installation, configuration, maintenance and troubleshooting of end user workstation hardware, software, and peripheral devices.

Handling high-level escalations with professionalism and empathy, ensuring swift resolution and customer satisfaction.

Identifying underlying issues and implementing effective long-term solutions using structured methodologies.

Experienced in tracking, maintaining, and optimizing IT and physical assets throughout their lifecycle to ensure operational efficiency

Troubleshooting hardware and software issues.

Testing and repairing or replacing damaged hardware.

Upgrading the entire system to enable compatible software on all computers.

Ensure security and privacy of networks and computer systems.

Performing tests and evaluations of new software and hardware.

Providing support to users and being the sole point of contact for error resolving and reporting.

Administer and maintain end user accounts, permissions, and access rights.

Administer all equipment, hardware, and software updates.

Ensure network connectivity for branches and liaise with vendors.

Agile working model, Hybrid, remote and onsite.

Conducting daily backup operations as and when needed.

Manage asset control and administer overall asset management in IT stores independently.

Works independently on larger, moderately complex projects/assignments that have direct impact on department and area results.

Responsible for incident and problem tracking for workforce and workload management recommendations to leadership.

Meeting rooms, boardroom and Town halls setup via Zoom and Teams.

WebEx configuration, setup and troubleshooting.

Zebra thermal printers, scanners and handheld devices.

April 2021-August 2023

C Steinweg Bridge

Position: Senior Desktop Technician

City Deep, Johannesburg

Responsibilities

Provide 1st an 2nd line support via walk in, telephonic and remote support for the entire Bridge (SA & abroad)

Handling tickets on the Fresh Service system, both incidents and request.

Active Directory Administration

Office 365 Administration

Office 365 configuration (Outlook, Teams, OneDrive)

Network Drive access and restriction.

Printer configuration (RICOH and HP)

BOS Administration

CCTV configuration and software installation

Laptop and Desktop setup (using Steinweg Image)

3G setup and configuration

Mobile phone support (Intune Company Portal)

Meeting rooms support (Teams and Zoom)

Basic Network support (LAN and Yealink Telephones)

FreeBPX Administration (Extension creating and modification)

August 2017-March 2021

Deloitte & Touché

Position: IT Technician

Woodmead, Gauteng

Responsibilities

Providing 1st line support via telephonic, remote and face to face for Deloitte Africa

Handling incoming incidents/request via phone calls, skype and email.

Active Directory Management (Account unlock, bit locker recovery and password reset)

Microsoft office suit support (Outlook, word, excel, OneDrive for business, Ms teams)

Infrastructure support (Network drive setup and access)

EMS Audit support (installation, troubleshooting, upgrade, and engagement unlock)

3G setup and configuration

Setup/image laptops

Nashua printer setup and configuration

Polycom phone setup and configurations

SharePoint support (OneDrive setup and management)

SAP/ERP support (access and management)

December 2015-July 2017

EOH Managed Public Sector

Position: Desktop Support Engineer

Johannesburg, South Africa

Responsibilities

Basic 3com IP Phones support and troubleshooting

General Desktop, Network and Printer support (Konica Minolta and Xerox Network Printers)

BAS, Oracle and PERSAL applications setup and configurations

Setup Users and Scans (Konica Minolta and Xerox Network Printers)

Installation of software in user’s PC

Handle daily technical support activities on desktop support and printers

Setup desktop computers and install software for various applications and programs

Test to ensure proper functioning of computer systems

Interact with staff on desktop problems and their resolution

Troubleshooting all hardware peripherals and software applications

3G setup and Maintenance

May 2015-November 2015

EOH Managed Public Sector

Position: Service Desk Analyst

Reason for Leaving: Appointed for another position

Sandton, Gauteng

Responsibilities

Managing the incoming mails from clients and assigning them to the team

Providing technical support over the phone/emails to all SASSA users

Handling incoming incidents/requests via e-mail promptly and effectively

Escalating calls and issues where necessary to senior managers & team leaders

Ensuring that all call details are captured and entered in the logging software

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

Keeping customers updated as to progress

May 2013-April 2015

Bytes Technology Group

Position: Helpdesk Support Agent (Level 1)

Reason for Leaving: Contract Ended

Midrand, Gauteng

Responsibilities

Providing technical support over the phone/emails to all SASSA users

Handling incoming incidents/requests via e-mail promptly and effectively

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

Provide troubleshooting and configuration support for client desktop

Take ownership of a call and seeing it through to closure.

Warranty checks for Desktop PCs and Laptops

Create new users on CA

Update current users on CA that have relocated to a different office

Create sites for the SASSA offices nationwide

December 2012-April 2013

Zurich Insurance

Position: IT Engineer (Entry Level)

Reason for Leaving: Project completed

Johannesburg, South Africa

Responsibilities

PGP encryption software installation for all the users of Zurich nationwide. Using Remote Admin and Remote Access to remote to user’s PCs.

December 2011-May 2012

Lamont Information Technology of South Africa (LITSA)

Position: Technical Support Technician (Internship)

Reason for leaving: Contract ended

Northcliff, South Africa

Responsibilities

Software and hardware installation for PCs and Laptops

Repairs for customers PCs and Laptops

Setting up Desktops, Laptops and Network printers

Windows operating system installation

Data back up and transfer

Microsoft office packages installation

Unlocking and resetting passwords

Migration of Windows Operating Systems

Education

January 2022-December 2024

MANCOSA

Bachelor of Commerce in Information and Technology Management

1.Advanced Business Statistics

2.Analytical Techniques

3.Auditing

4.Capstone Project

5.Economics 1A

6.Economics 1B

7.Financial Reporting and Analysis (Fundamentals of Financial Accounting)

8.Informatics 1A

9.Informatics 1B

10.Informatics 2A

11.Informatics 2B

12.Information Systems

13.Information Technology Law and Ethics (Information Technology Management 3B)

14.Information Technology Management 2A

15.Information Technology Management 2B

16.Information Technology Services Management (Information Technology Management 3A)

17.Introduction to Business Management (Business Management 1A)

18.Introduction to Functional Areas of Management (Business Management 1B)

May 2019

Torque IT

ITIL Foundation V3

1.Service Strategy

2.Service Design

3.Service Transition

4.Service Operations

5.Continual Service Improvement (CSI)

June 2017

Boston College

CompTIA A+

1.Mobile Devices

2.Networking

3.Hardware (PC components, peripherals)

4.Virtualization and Cloud Computing

5.Hardware Troubleshooting

6.Operating Systems (Windows, macOS, Linux, etc.)

7.Security (basic threats, prevention)

8.Software Troubleshooting

9.Operational Procedures (safety, professionalism, best practices

August 2014

Bill Venter Academy

CompTIA Network +

1.Networking Fundamentals

2.Network Implementations

3.Network Operations

4.Network Security

5.Network Troubleshooting

April 2013

Jonda Learning Academy

Technical Support NQF Level 4

1.Install and configure end-user computer systems

2.Troubleshoot hardware and software issues

3.Maintain and upgrade computer systems

4.Understand computer architecture

5.Install and support operating systems

6.Configure peripheral devices

7.Apply problem-solving techniques in a technical environment

8.Implement security protocols

9.Provide technical support and customer service

10.Use a graphical user interface-based word processor/spreadsheet/presentation tool

October 2010

Havatech College

PC Engineering

Covered both A+ and N+

2009-2010

Central Johannesburg College

Electrical Engineering Heavy Current (N4-N6)

Mathematics

Industrial Science & Electronics

Engineering Science & Physics

Electro-Technics

2008

Sehlaku Secondary School

National Senior Certificate (Grade 12)

Sepedi

English

Life sciences

Physical Science

Agricultural Science

Mathematics

Life Orientation

References

Available on request

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