Modeling and Sport
Baxolise Bhoza
Information Technology
Unit 37, Belhar Vista, Cape Town
Summary
I am a committed, friendly, and hardworking person with a passion for always providing excellent customer service. I have strong technical and Leadership skills as well as excellent interpersonal skills, enabling me to interact with a wide range of clients. I am a self- motivated and determined person who prefers to secure a position in an environment that offers improvement for growth. I am a fast learner and always keen to acquire new knowledge. I hope my skills and academic background will make me a strong candidate for the vacancy.
Overview
6
6
years of professional experience
2014
2014
years of post-secondary education
4
4
Languages
Work History
IT Technical Lead / Intermediate IT Support Techni
Metropolitan-Met Retail IT OPs
12.2021 - Current
- Provide team report to Management and motivate for contract extensions for the team.
- Ensuring all IT tickets are resolve within SLAs
- Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
- Provided educational expertise and mentoring to junior team members.
- Provide support to AWD, Documentum, and Captives applications
- Monitoring servers daily and doing server maintenance once every second week of the month
- Involve in Documentum and AWD ringfencing project
- Introduced in SQL currently in training
- Leading Tablet projects for MMI and exploring MDM solution for Mobile devices
- Lead people and approve their requests such as Leaves, Overtime, and contact extensions etc
- Train new A&L Technicians and provide support to improve their skills
- Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required
- Mentor and coach Asset and Logistics Technicians to improve their performance, as part of the continual service improvement process
- Establishing project specifications and technical direction
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Creating a framework of technical standards and procedures
- Guiding team members with troubleshooting technical issues
- Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
- Ensure reported faults are investigated and diagnosed
- Responsible for managing a team of Asset & Logistics IT
- Contribute to the process of managing tickets or calls logged at the Asset and Logistics team
- Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
- Kept computer hardware in excellent working condition through regular maintenance and inspections
- Attended emergency callout's, consistently recovering computers after system failures
- Metropolitan Head office - Permanent employee
Senior Asset & IT Administrators (Asset and logistics team)
Metropolitan
01.2021 - 12.2021
- Company Overview: Metropolitan Head office (Internal Contract)
- Training all new IT technicians’ contractors
- Responsible of daily BAU work escalations
- Escalation of problem where necessary and following up installing, configuring, and repairing of all and hardware, software, systems, networks and adding user printers on the network
- Responsible of reporting IT daily work the team (completed devices, daily challenges, incidents, access request and service request closed daily)
- Testing new purchased laptops for advisors
- Being the Projects leader, first one was 460 laptops set up
- Second one was 121 devices
- Third one was 113 devices
- 4th one was 90 devices
- Responsibilities creating IT checklists for the team, making sure we meet our daily target, showing leading skills to external contractors of the projects
- 5TH 711
- Making sure all software’s and applications were installed
- Contacting Users for their Login details daily
- Remotely setting up users APNs and 3Gs, responding to emails coming from branches and meeting with managers after work for daily reports
- Creating SOPs for all type dongles configurations and all type of devices (HP, LENOVO AND DELLS)
- Metropolitan Head office (Internal Contract)
Branch Support Engineer
I&O: Momentum/Metropolitan
08.2019 - 12.2020
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g
- Software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Escalation of problem where necessary and following up installing, configuring, and repairing of all and hardware, software, systems, networks and adding user printers on the network
- Providing technical support for all clients this may be in person, remotely or over the phone
- Be able to work independently and give a report on daily task problem detection and solving
- Resolving advisors’ incidents and requesting by troubleshooting their laptops
- Helping advisors to log incidents and do 3G setups
- Momentum/Metropolitan Head office (IT Naledi)
Desktop support Technicians
Direct axis’s
05.2019 - 07.2019
- Company Overview: Direct axis’s Cape Town (IT Naledi)
- Technical Staff building desktops desk for call centre uses
- Troubleshooting when they are having slow network on their PCs
- Upgrading all windows 7 machines to windows 10
- Log calls on behalf of the users
- Resolve incidents and access requests, remotely using TeamViewer and Teams
- Direct axis’s Cape Town (IT Naledi)
Network cable Technician - Parttime
E.O.H Infrastructure Technology
11.2018 - 02.2019
- Run cables and trunking
- Connect and test networking equipment such as switches, wireless access points, and router
- Design and spec new networks Inserting the Network Cables to the skirting that goes to the points to each office
- Connecting the network Cables to each PC and Printers
- Connecting the Connectors to each Network Cable including to the Cabinets box
- Installing the connection from the server to the Cabinets (link cable)
- Testing the network Cables if we have connected everything well
- Using Fluke Networks Network Cable Tester Cable Tester RJ45, DSX-600 Also installing Wi-Fi
Technical Support Engineer
Vsoft System Technology
08.2018 - 11.2018
- Company Overview: (internship)
- Deliver exemplary technical support to +5 customers daily while assisting with installation, configuration, and troubleshooting of Windows-operating desktop computers and peripherals
- Support service providers nationally remotely regarding software and hardware issues
- Software upgrades
- Log queries on behalf of clients
- Ensuring compliance to internal and external Policies and Procedures and Regulations with all related Regulatory Authorities
- Apply knowledge of Central Electronic Monitoring System (“CEMS”) effectively
- Good customer service by understanding customer expectations and dealing with their concerns timeously
- (internship)
Education
National Diploma - System Support, System Development, Networking
College of Cape Town And On The Ball College
Cape Town, Western Cape03-2020
Bachelor of commerce - Information and Technology Managements
Mancosa
Matric (Grade 12) -
Simunye High School
12-2014
Skills
Programming
Networking
Operating Systems
Linux
Windows
Troubleshooting
Installation
Microsoft
PowerPoint
Excel
Outlook
Database Master
Personal Information
- Hobbies: Remote Technical Support Solutions, Information Technology News, Internet Security, Reading Books, Football player and modelling
- Health Status: Excellent health
- Criminal Record: No criminal record
- Gender: Male
- Nationality: South African
- Marital Status: Single
- Religion: Christian
Accomplishments
- Supervised team of 6 staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of 9 in the introducing Mobile Devices in momentum group.
Interests
Timeline
IT Technical Lead / Intermediate IT Support Techni
Metropolitan-Met Retail IT OPs
12.2021 - Current
Senior Asset & IT Administrators (Asset and logistics team)
Metropolitan
01.2021 - 12.2021
Branch Support Engineer
I&O: Momentum/Metropolitan
08.2019 - 12.2020
Desktop support Technicians
Direct axis’s
05.2019 - 07.2019
Network cable Technician - Parttime
E.O.H Infrastructure Technology
11.2018 - 02.2019
Technical Support Engineer
Vsoft System Technology
08.2018 - 11.2018
Bachelor of commerce - Information and Technology Managements
Mancosa
National Diploma - System Support, System Development, Networking
College of Cape Town And On The Ball College
Matric (Grade 12) -
Simunye High School
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