Akhona Ncukana
Desktop Support Engineer
Cape Town
Summary
Professional with robust 9 years of experience in IT support, well-versed in troubleshooting hardware and software issues, and managing system configurations. Known for strong collaboration skills and ability to adapt to evolving requirements. Adept at providing solutions that ensure optimal performance and user satisfaction. Highly reliable, with focus on achieving results through effective communication and technical expertise.
Overview
9
9
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Desktop Support Engineer
MMI Holdings Ltd
07.2019 - Current
- Provide 1st and 2nd line support to all onsite and remote MMI Holdings Ltd employees
- Installing, Configuring, Maintaining and Troubleshooting of user workstations on company LAN
- Format and rebuild of user machines, ensuring all user data is backed up and secured before format.
- Resolving all IT related incidents logged via Service desk and escalate to third party where needed.
- Troubleshoot VPN (FortiClient), APN and Wi-Fi connectivity issues.
- Active Directory (Accounts lockouts, password reset, OU Membership)
- Troubleshoot and support MS Exchange, Office, and Office 365
- Ensuring users are connected to Internet and Intranet at all times
- Consulting with users when they require new devices and ensuring we procure as per their work requirements.
- Provide first line network support.
- Offered clear, reliable desk-side support to internal service users, rectifying issues quickly and accurately.
- Collaborates with cross-functional teams to identify and implement technology improvements, driving efficiency in support operations.
- Mentored junior support staff, fostering skill development and enhancing team performance in delivering desktop support services.
IT Service Desk Engineer
Nexio-Vodacom
11.2017 - 07.2019
- Provide Remote/telephonic Support to Vodacom Users AS per within SLA
- Remote Users machines using Remote Control Viewer.
- Provide helpdesk Support Service.
- Log all calls Received at the Helpdesk using Remedy Tool
- Maintain a high degree of first-time resolution for all support queries
- Ensure connectivity of IT systems, intranet, and internet
- Active Directory (Account lockouts, password resets and OU Membership)
- Network Printer & Scanner Support and setup
- VPN Client (Cisco AnyConnect) Support and Installation
- 3G and APN configuration
- Setting up Users on Wi-Fi Connection
- Outlook Support and Setup
- Exchange support (granting permissions, mailbox/distribution list creation)
- Conducted tactical troubleshooting to identify faults.
ICT Technician-Intern
Department of Rural Development and Land Reform
07.2016 - 11.2017
- Provide 1st and 2nd support to all end-users.
- Remote Desktop Assistance and Windows Remote Assistance.
- Support users Remotely as well as onsite as directed
- Office Administration (Novell e-Directory, iManager, iPrinter, Active Directory and Exchange Console)
- Connecting users to shared and network printers.
- Projects - Updating company's Antivirus (MacAfee)
- Connecting users to internet and scanning.
- Setup proxy settings.
- Troubleshooting computer desktop, mobile devices laptops, printers and scanners.
- Set-up and Install Workstations.
- Provide Technical Support and Installation of Transversal Systems (Pastel, Persal, BAS, Logis and Super Sign). Provide LAN and WAN support.
- Logging calls on the ITSM system (Heat).
- Video Conference solution (Life Size).
- Setup, Repair and configuring IT equipment (Desktops, Laptops, IPads, Printers and Scanners)
- Performed server restarts
Education
ND - Information Technology (IT)
Walter Sisulu University
01.2014
undefined
Vuli-Valley Senior Secondary School
01.2009
Skills
Excellent Communication Skills
undefinedCertification
MS-900: Microsoft 365 Fundamentals
references
References available upon request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Desktop Support Engineer
MMI Holdings Ltd
07.2019 - Current
IT Service Desk Engineer
Nexio-Vodacom
11.2017 - 07.2019
ICT Technician-Intern
Department of Rural Development and Land Reform
07.2016 - 11.2017
undefined
Vuli-Valley Senior Secondary School
ND - Information Technology (IT)
Walter Sisulu University