Athenkosi Mgavu
Daveyton
Summary
IT support technician with 7+ years combined Service Desk and Desktop support experience across healthcare, government and corporate environments. Skilled in 1st and 2nd line troubleshooting, incident management, laptop and desktop, printer management, Active directory and office 365. Currently studying CompTIA A+ to formalize technical expertise. Known for patient user support, SLA adherence and reliable service in high pressure environments. Seeking Service Desk and Desktop role.
Overview
1
1
Certification
2021
2021
years of professional experience
Work History
Service Desk Analyst
Merchants Pty RANDBURG
10.2017 - 12.2020
- Provided 1st and 2nd line support to 250 + user via phone, Email, chat and remote tools
- Logged, prioritized, and resolved incidents in ServiceNow while meeting SLA targets for response and resolution.
- Performed Active Directory administration: password resets, account unlock, user creation, group permissions.
- Supported Office 365: Outlook configuration, Teams troubleshooting, license assignment and mailbox access.
- Built and deployed windows 10 laptops and desktops through manual builds, software installs, and user profile setup.
- Escalated infrastructure and application issues to 3rd line teams with detailed troubleshooting notes and logs.
- Delivered customer-focused support in a fast-pace BPO Environment.
Desktop Support Intern
City of Ekurhuleni Boksburg
01.2014 - 10.2017
- Provide desk-side support to municipal staff across multiple departments and sites.
- Installed, configured, and maintained laptops, desktops, and network printers for 200+ users.
- Resolved hardware faults, software issues, and network connectivity problems.
- Performed windows updates, antivirus management, and routine preventative maintenance.
- Assisted with Active Directory task and user profile migrations during PC refreshes.
- Supported municipal business applications and provided basic user training.
IT Support Intern- Work Integrated Learning
Far East Rand Hospital Springs
07.2013 - 12.2013
- Performed hardware support for laptops and Desktops across hospital departments.
- Set up new laptops and desktops for medical and admin staff.
- Installed and configured network printers for ward and Office use.
- Diagnosed and resolved common printer issue: paper jams, Connectivity, driver faults.
- Assisted staff with password resets and basic account access issues.
CompTIA A+
Career Break IT Studies & Community Support
- Provided voluntary IT Support to 45+ local residents including home WIFI network setup
- Router configuration
- Connectivity troubleshooting and password resets.
- Maintained technical knowledge through self Study while developing customer service skills.
Education
Diploma - Information Technology
Damelin
12-2013
Grade 12 - IsiXhosa, English, Afrikaans, Mathematics, Physical Science, Life Science and Life Orientation
Franscan Matric Project
12-2010
Skills
- Service Now ticketing
- 1st/2nd line support
- SLA management
- Incident prioritization
- Windows 10/11 manual builds
- Software installation
- Hardware replacement
- Active Directory
- Password resets
- Account unlock
- User creation
- Group permissions
- Wifi troubleshooting
- Router configuration
- TCP/IP
- Network printers
- Microsoft Office 365
- Outlook
- Teams
- VPN Support
- Remote support
- Desk-side support
- Non-technical user communication
Certification
- CompTIA A+, In Progress, 2026-12-01
- Microsoft Office 365 Basics, Self-Study, 2025-01-01
Custom
Immediate
Personal Information
- Available: Immediately
- ID Number: 9206156384087
- Health Status: Good
- Criminal Record: None
Timeline
Service Desk Analyst
Merchants Pty RANDBURG
10.2017 - 12.2020
Desktop Support Intern
City of Ekurhuleni Boksburg
01.2014 - 10.2017
IT Support Intern- Work Integrated Learning
Far East Rand Hospital Springs
07.2013 - 12.2013
CompTIA A+
Career Break IT Studies & Community Support
Diploma - Information Technology
Damelin
Grade 12 - IsiXhosa, English, Afrikaans, Mathematics, Physical Science, Life Science and Life Orientation
Franscan Matric Project