Hi, I’m
Cylia Nailana
IT Support Technician
Edenvale,GP
Summary
I am an experienced IT Support Technician with a strong track record of improving IT system efficiency and reliability at Mokoro Holdings. I have expertise in configuring hardware and software, maintaining printers, providing remote desktop support, and implementing cybersecurity measures. I have successfully offered multi-tiered support, managed security breaches, and deployed endpoint security solutions. Additionally, I am skilled at coordinating disaster recovery plans and managing vulnerability frameworks for both on-premises and cloud systems. In my previous roles, I worked as an Office Administrator at ODBB Attorneys, where I developed skills in workflow planning, documentation management, and project coordination. I also served as Helpdesk Support at the City of Joburg, focusing on diagnosing issues and enhancing customer satisfaction through effective troubleshooting. My career goal is to use my extensive technical knowledge to drive innovative IT solutions in a dynamic organization.
Overview
6
years of professional experience
7
Certifications
Work History
Mokoro Holdings
IT Technician
08.2021 - 07.2024
Job overview
- Improved the efficiency and reliability of IT systems by identifying areas for enhancement.
- Kept accurate records of customer issues and the diagnostic methods used.
- Provided support for various operating systems, including Google Chrome, Microsoft Windows, and Apple MacOS.
- Managed laptop deployment and user data migration.
- Researched new products and technologies thoroughly.
- Enabled software access by setting up necessary user credentials.
- Offered first, second, and third-line support to accommodate growing staff needs.
- Promoted knowledge sharing among colleagues through effective communication.
- Configured access management systems.
- Monitored system performance to detect unusual activity.
- Conducted regular assessments to ensure compliance with security protocols.
- Implemented endpoint security solutions to protect against cyber threats.
- Established processes for automated application updates through patch management.
- Developed comprehensive vulnerability management frameworks for both on-premises and cloud assets.
- Collaborated with IT operations to create a shared disaster recovery plan.
ODBB Attorneys
Office Administrator
05.2020 - 06.2021
Job overview
- Delegated and managed excess administrative tasks for the secretaries.
- Organized and maintained a clear filing system for legal documents.
- Uploaded necessary documents to the court filing system to ensure cases were ready.
- Collaborated with law enforcement to implement court orders.
- Prepared detailed monthly summaries of legal matters for both clients and management.
- Supervised the legal department's operations while interpreting client instructions.
City of Joburg
Helpdesk Analyst
03.2018 - 02.2020
Job overview
- Responded to customer inquiries through various communication channels.
- Led training sessions for staff on troubleshooting techniques.
- Revised training guides for better clarity and consistency.
- Provided support for technical questions and challenges.
- Efficiently diagnosed and fixed system errors.
- Helped service desk teams tackle difficult customer inquiries.
Education
System Support
N5
Technical Support
N4
Grade 12
NSC
Skills
Hardware and software configurations
undefinedCertification
MCSA (Microsoft Certified Solutions Associate)
Timeline
IT Technician
Mokoro Holdings
08.2021 - 07.2024
Office Administrator
ODBB Attorneys
05.2020 - 06.2021
Helpdesk Analyst
City of Joburg
03.2018 - 02.2020
Technical Support
N4
Grade 12
NSC
System Support
N5
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