Caine Shaun Malebe
ICT Desktop Support
Midrand
Summary
Results-oriented Desktop Support Engineer with 10+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory. Competent Desktop Support well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Senior Desktop Support Engineer
ITThynk Smart Solutions
05.2019 - Current
- Established preventative maintenance procedures, resulting in a significant reduction of system failures.
- Collaborated with IT team members to develop effective solutions for complex problems, increasing overall productivity.
- Enhanced system performance by implementing desktop support solutions and resolving technical issues.
- Supervised junior desktop support engineers, fostering professional growth through mentorship opportunities.
- Championed best practices in desktop management to maximize uptime while minimizing security risks.
- Provided expert-level assistance with network troubleshooting, maintaining optimal connectivity across the organization.
Field Support Technician
EOH Managed Services
06.2016 - 04.2019
- Led team meetings to discuss common challenges faced in the field, developing practical solutions that benefited all technicians involved.
- Improved customer satisfaction by providing timely and effective technical support for various systems.
- Minimized customer complaints with timely resolution of reported issues, fostering positive relationships and trust among clientele.
- Maintained up-to-date knowledge of industry advancements, implementing innovative strategies for improved system performance.
- Aligned with customer needs by tailoring support methods and approaches to specific requirements, resulting in a more personalized service experience.
- Collaborated with cross-functional teams to deliver high-quality solutions for diverse client challenges.
- Assisted in the development of company-wide best practices for field support services, contributing to overall operational excellence.
- Increased resolution rates by creating comprehensive documentation for recurring technical issues.
- Demonstrated adaptability by quickly learning new technologies and devices, enabling more effective problem-solving skills when addressing future challenges related to these innovations.
IT Coordinator
Department Of Justice And Constitutional Development
08.2012 - 12.2015
- Created an environment of continuous improvement by encouraging feedback from end-users on system functionality, leading to ongoing enhancements that increased user satisfaction levels.
- Evaluated emerging technologies for potential implementation in order to maintain a competitive edge in the market.
- Provided exceptional end-user support, resolving technical issues quickly to minimize disruptions.
- Enhanced security measures by developing and enforcing comprehensive cybersecurity policies.
- Coordinated cross-functional teams for seamless integration of new technologies into existing infrastructure.
- Maintained up-to-date inventory of hardware and software assets, optimizing resource allocation and cost control.
Team Leader
EOH Mthombo
01.2011 - 07.2013
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Junior Desktop Technician
TSS Managed Service
01.2007 - 12.2011
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems.
- Kept abreast of emerging trends in desktop technology through continuous learning opportunities such as attending seminars, webinars, or professional conferences.
- Facilitated smooth transitions during office relocations or expansions by coordinating efficient setup/configuration of workstations within tight deadlines.
- Streamlined processes by maintaining an up-to-date inventory of hardware and software resources.
Education
No Degree - Applied Information Security
University of South Africa
Pretoria, South Africa 04.2001 -
No Degree - Strategic Information System Planning (Cert)
University of South Africa
Pretoria 04.2001 -
No Degree - Applied Project Management in IT
University of South Africa
Pretoria, South Africa 04.2001 -
No Degree - ND: INFORMATION TECHNOLOGY (SUPPORT)
Tshwane University of Technology
Pretoria, South Africa 04.2001 -
High School Diploma -
Nkotobona High School
Acornhoek, South Africa 04.2001 -
Skills
Application support
Timeline
Senior Desktop Support Engineer
ITThynk Smart Solutions
05.2019 - Current
Field Support Technician
EOH Managed Services
06.2016 - 04.2019
IT Coordinator
Department Of Justice And Constitutional Development
08.2012 - 12.2015
Team Leader
EOH Mthombo
01.2011 - 07.2013
Junior Desktop Technician
TSS Managed Service
01.2007 - 12.2011
No Degree - Applied Information Security
University of South Africa
04.2001 -
No Degree - Strategic Information System Planning (Cert)
University of South Africa
04.2001 -
No Degree - Applied Project Management in IT
University of South Africa
04.2001 -
No Degree - ND: INFORMATION TECHNOLOGY (SUPPORT)
Tshwane University of Technology
04.2001 -
High School Diploma -
Nkotobona High School
04.2001 -
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