Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Certification
Timeline
Generic
Cathline Khunou

Cathline Khunou

IT Service Desk Technician
Johannesburg

Summary

Dynamic IT Service Desk Technician with a proven track record at Motus Aftermarket Parts, enhancing service efficiency and boosting first-call resolution rates. I excel in troubleshooting and incident escalation, ensuring optimal user satisfaction and seamless IT Operations.Skilled in diagnosing and resolving hardware, software, and network issues, ensuring minimal downtime and maximum productivity for end-users. Strong communicator who can explain technical concepts to non-technical stakeholders, fostering confidence and trust. Proficient in managing helpdesk ticketing systems, maintaining IT assets, and delivering timely resolutions in fast-paced environments. Committed to continuous learning and staying updated with emerging technologies to provide innovative solutions. Highly organized, detail-oriented, and passionate about delivering outstanding customer service in all IT support operations.

Overview

5
5
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
2
2
Languages

Work History

IT Service Desk Technician

Motus AfterMarket PArts
Linbro Park
01.2021 - Current
  • Streamlined service desk operations for improved efficiency and response times.
  • Reduced downtime by proactively identifying and resolving technical problems.
  • Actively sought feedback from end-users to identify areas for improvement in the service desk function.
  • Maintained inventory control of IT assets, tracking equipment usage and performing regular audits for accuracy purposes.
  • Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
  • Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
  • Conducted regular follow-ups with customers post-resolution to ensure continued satisfaction with the support provided.
  • Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
  • Created comprehensive documentation of processes and procedures to aid in training.
  • Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Provided exceptional after-hours support when necessary to address critical incidents, minimizing potential disruptions for clients.
  • Response Reporter for P1 and P2 calls of the organization (monthly stats documented and provided to superiors)
  • Assisted team members and customers regarding stock and inventory queries (Procurement)
  • Created purchase orders (PO) and placed order requests.
  • User creation, modification, and disablement on Active Directory.
  • User creation, modification, and disablement on Company Systems (Power-Apps , Automan , ELCB).
  • User system password resets and unlock on company system platforms(Active directory, ELCB , Automan )
  • Customized systems/software to meet user specifications improving customer experience.
  • Interaction with clients via telephone, social media platform (WhatsApp group for helpdesk), Microsoft teams, email to provide support and resolutions for requests and incidents
  • Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Logged, documented and tracked all support requests in the helpdesk ticketing system
  • Configuration and set-ups of laptops, PCs, mobile devices and printers
  • Coordinate delivery of ordered items and ensure they reach the intended users.
  • Collaborated with team members to maintain consistency in service delivery and support quality.

IT Technical Support Intern

Gauteng Department of Health ICT
Johannesburg
02.2020 - 07.2020
  • Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
  • Improved user satisfaction by promptly addressing IT issues and providing effective solutions.
  • Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
  • Collaborated with colleagues to implement innovative solutions for recurring technical challenges.
  • Handled printer connection, maintenance, and configuration for floor printers, as well as troubleshooting email errors.
  • Researched, documented, and escalated unresolved support cases to higher levels when necessary
  • Managed Active Directory tasks such as creating user and computer accounts and handling user access within the Gauteng Dept. domain.
  • Configured, supported, and maintained PCs, including transferring user data between devices

Education

No Degree - Information Technology

Boston City Campus
Springs, South Africa
01.2021 - 05.2022

Bachelor of Science - Information Technology

Richfield Graduate Institution
Johannesburg, South Africa
01.2017 - 11.2019

National Senior Certicate -

Springs Secondary School
Springs
01.2012 - 12.2016

Skills

Help desk support

Active Directory management

Ticketing system management

Hardware troubleshooting

Software installation

Customer service

Incident escalation

Remote support

Incident management

Asset management

Verbal and written communication

Active listening

Technical support

Account management

User support

Accomplishments

  • Headed an IT Project final year with remarkable results
  • Recognized by management for most closed /resolved requests (196) for the month of June (2021)
  • Provided onsite technical support during the deployment of our ERP system in Durban
  • Completed MS Excel intermediate course Through JHJ Training (15 September 2022)
  • Completed MS Excel Advanced Course through JHJ training (08 November 2023)

Additional Information

Knowledgeable 1st line technician offering soft communicative and technical skills. Reliable and collaborative team member, through my education and experience I have developed a good work ethic and have nurtured my ability to work with continuous consistency and determination, dedicated to company growth.

Certification

MS Excel Advanced

Timeline

MS Excel Advanced

11-2023

MS Excel Intermediate

09-2023

Computer Service Technician

05-2022

ITIL Foundation Level

12-2021

IT Service Desk Technician

Motus AfterMarket PArts
01.2021 - Current

No Degree - Information Technology

Boston City Campus
01.2021 - 05.2022

IT Technical Support Intern

Gauteng Department of Health ICT
02.2020 - 07.2020

Bachelor of Science - Information Technology

Richfield Graduate Institution
01.2017 - 11.2019

National Senior Certicate -

Springs Secondary School
01.2012 - 12.2016

Similar Profiles

CREATE PROFILE
Cathline KhunouIT Service Desk Technician