Software Development
Charmaine Machabe
IT Help Desk Agent
Kempton Park
Summary
Adept IT Help Desk Agent with a proven track record at Peermont Global (Pty) Ltd, enhancing customer satisfaction through efficient resolution of technical issues and insightful participation in IT projects. Skilled in software installation and technical troubleshooting, I excel in multitasking and teamwork, significantly improving IT support operations.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
IT Help Desk Agent
Peermont Global (Pty) Ltd
Kempto Park
08.2022 - Current
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Participated in IT projects as needed, contributing valuable insights from the front-lines of user support operations.
- Evaluated new tools and technologies for potential adoption within the organization's IT infrastructure.
- Enhanced IT support with comprehensive documentation of common issues and resolutions.
- Installed and configured operating systems and applications.
- Set up workstations by configuring hardware, devices, and software for employees.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Participated in network maintenance, conducting routine checks for optimal performance.
- Used ticketing systems to manage and process support actions and requests.
- Performed routine evaluations of support processes to pinpoint areas needing improvement.
- Enhanced customer satisfaction by responding to inquiries and providing technical support, both in-person and via phone.
- Support over 1000 User accounts.
Library Assistant
Richfield Graduate Institute of Technology
Kempton Park
08.2020 - 11.2020
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Set up computer and digital device access, providing assistance with use and operation.
- Offered basic reference assistance to support information needs.
- Organized circulation desk with over 800 books and periodicals to be checked out.
Education
Diploma - Information Technology
Richfield Graduate Institute of Technology
Kempton Park, South Africa 02.2020 - 05.2023
Skills
Remote support
Software installation
Active directory
Operating systems
Technical issues analysis
Network configuration
Network support
Multitasking
Excellent communication
Teamwork and collaboration
System administration
ITIL framework
Issue escalation
Microsoft outlook
Data recovery
Interests
Network Engineering
Timeline
IT Help Desk Agent
Peermont Global (Pty) Ltd
08.2022 - Current
Library Assistant
Richfield Graduate Institute of Technology
08.2020 - 11.2020
Diploma - Information Technology
Richfield Graduate Institute of Technology
02.2020 - 05.2023