Agnes Kgomo
Desktop Support Technician
Crystal Park,GP
Summary
Organized and dedicated employee with excellent attention to detail and strong time management skills. Thrives in challenging and interesting work environments, taking ownership of responsibilities. Currently serving as a Desktop Support Technician.
Overview
14
14
years of professional experience
2001
2001
years of post-secondary education
4
4
Languages
Work History
Desktop Support Technician
FNB
07.2021 - Current
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications.
- Creating new email and domain accounts
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Data Transfer from old computers to new computers
- Resolves computer problems and errors
- Performs routine inspection of equipment
- Updates computer software and operating systems
- Worked with various systems, software, and peripherals.
- Remotely or physically assists in computer-related concerns
- Create records of repairs and fixes
- Receives and processes user complaints relating all their IT related
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and FNB IT policies.
- Learned and implemented new software testing procedures.
- Increased productivity by setting up and configuring new workstations according to user needs.
- Developed strong relationships with colleagues across departments, fostering a collaborative environment for troubleshooting complex technical issues.
- Optimized network performance, ensuring stable and reliable connectivity for all users.
- Enhanced security measures, conducting regular system audits and updates to prevent unauthorized access.
- Reduced downtime with proactive maintenance and timely troubleshooting of desktop issues.
- Increased user compliance with IT policies through engaging educational initiatives.
- Streamlined ticket resolution process, leading to faster problem-solving for end-users.
- Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
Onsite Desktop Support Technician Team Leader
EOH Managed Print Services
09.2017 - 07.2021
- Act as a single point of contact for phone calls and emails from staff regarding issues and Queries
- Log all calls on the Service Desk Call Logging system (CA Service Desk Manager and ITSM Service management)
- Providing technical assistance for questions and problems
- Installing or changing software to fix issues
- Following up with customers to ensure full resolution of issues
- Linking users for printing and scanning remotely on Configuration Remote Control manager viewer and Microsoft teams
- Assets Management of FNB and EOH MPS Databases (Making site Assets is updated 100%)
- Site Supervision (Making sure the site is fully operational 100 %)
- Dealing with customer complaints (Making sure customer satisfaction is always met)
- Pull daily and monthly reports from Software Systems for Analysis
- Making sure equitrac is running smoothly
- Assisting with MPS projects
Printer Field Technician
Konica Minolta Group
06.2016 - 08.2016
- Fault finding of copiers and desktop printers error codes
- Thoroughly experienced in repair and troubleshooting
- Remove dust and paper stuck in between the rollers of the printer
- Network Configurations of new printers installed
- Adding users on secure printing and scanning facility
- Ordering of printer parts on TechConnect
- Network Configurations & Setup (Printers)
- Installations & Configuration of Printers
- Software upgrade on Printers
- Attending to Curtsey calls
- Make recommendations about purchase of new printers
Onsite Support Technician
EOH Managed Print Services
09.2010 - 05.2016
- Print Server Update by:
- Checking server performance
- Print driver installation
- Creating Monthly printing database Backup`s
- Adding users on secure printing and scanning facility
- Ordering of printer parts with Supplies
- Network Configurations & Setup (Printers)
- Dealing with customer complaints
- Printer Auditing
- Closing calls on service manager 9 call service System
- Telephonic resolution of customer queries regarding printing problems
Education
Matric -
Bakenberg High School
Certificate In first line support - undefined
Konica Minolta SA
Equitrac Office and express 5.6 technical Certification - Implementation
Equitrac 6 Administrator - undefined
Equitrac Office and express 5.7 technical Certification - Implementation
Microsoft Certified: Azure Fundamentals - undefined
Data Engineering essentials using SQL,Python,and PySpark - undefined
Skills
Technical Troubleshooting
Analytic and solving problem skills
Decision making skills
Software Support
Remote Assistance Tools
Security awareness
Documentation
Customer service
ETL process
Big data tools
Data warehousing
Carowner
True
Personal Information
Driving License: Code10 Drivers Licence
Keyresponsibilitiesandqualities
- Time management
- High level of technological competence
- Staff management
- Strong customer-focused approach
- Adaptable and flexible
- Attention to detail
References
- Sello Malatji, 087 736 5170, 082 079 4190, sello.malatji@fnb.co.za, IT Technical Support Manager, FNB
- Michael Archer, 011 607 8100, 072 159 8801, Michael.Archer@iOCO.tech, Service Delivery Manager, EOH printing Solutions
- Lize Pistorius, 011 607 8100, 083 684 4696, Lize.Pistorius@iOCO.tech, Service Delivery Manager, EOH printing Solutions
Timeline
Desktop Support Technician
FNB
07.2021 - Current
Onsite Desktop Support Technician Team Leader
EOH Managed Print Services
09.2017 - 07.2021
Printer Field Technician
Konica Minolta Group
06.2016 - 08.2016
Onsite Support Technician
EOH Managed Print Services
09.2010 - 05.2016
Certificate In first line support - undefined
Konica Minolta SA
Equitrac Office and express 5.6 technical Certification - Implementation
Equitrac 6 Administrator - undefined
Equitrac Office and express 5.7 technical Certification - Implementation
Microsoft Certified: Azure Fundamentals - undefined
Data Engineering essentials using SQL,Python,and PySpark - undefined
Matric -
Bakenberg High School
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