Eric KAWAYA MUNUNGA
Sr IT Technician
Johannesburg,Gauteng
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
17
17
years of professional experience
1
1
Language
Work History
IT Service Desk Coordinator
Qrent
7 2021 - Current
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment
- Enhanced operational work flows by maintaining well-organized documentation systems and updating records accurately as needed
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally
- Tracked records, filed documents and maintained communication between clients to manage office activities
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
IT Repair Technician
Qrent
07.2020 - 07.2021
- Developed and documented standard operating procedures for consistent IT service delivery across the organization
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes
- Streamlined IT support processes, resulting in increased productivity within the department
- Managed inventory of hardware and assets, ensuring proper allocation and maintenance throughout their lifecycle
- Diagnosed and troubleshoot hardware, software, and network issues
- Configured hardware, devices, and software to set up work stations for employees
- Responded to customer inquiries and provided technical assistance over phone and in person
- Installed and configured operating systems and applications
- Generated reports to track performance and analyze trends
- Helped streamline repair processes and update procedures for support action consistency
- Researched and identified solutions to technical problems
- Configured and tested new software and hardware
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Performed troubleshooting and repaired peripheral devices
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department
IT Technician
Asetos Computers
06.2019 - 04.2020
- Configured hardware, devices, and software to set up work stations for employees
- Removed malware, and other threats from laptops and desktop systems
- Responded to customer inquiries and provided technical assistance over phone and in person
- Installed and configured operating systems and applications
IT Support Specialist
Gecamine
05.2016 - 08.2018
- Configured and tested new software and hardware
- Installed, configured and maintained computer systems and network connections
- Installed and configured operating systems and applications
- Created user accounts and assigned permissions
- Diagnosed and troubleshot hardware, software and network issues
IT Service Desk Analyst
Business Connexion
03.2015 - 09.2015
- Contract Skilled Level position in the Information Technology sector
- Reporting directly to the IT service Desk Team Leader
- Duties include Logging calls for clients and routing them to relevant third parties, Deploying of software packages, and Active Directory Administration.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers
- Used ticketing systems to manage and process support actions and requests
CSR
ABSA Capital
05.2012 - 05.2014
- Contract Skilled Level position in the Information Technology sector
- Reporting directly to the IT Manager
- Duties include Responsible for diagnosing and resolving IT related issues, Working within a TCP/IP network environment, VDI support, and Providing Training to Byte technology graduate program.
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Managed timely and effective replacement of damaged or missing products
- Trained staff on operating procedures and company services
- Exhibited high energy and professionalism when dealing with clients and staff
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Met customer call guidelines for service levels, handle time and productivity
- Investigated and resolved customer inquiries and complaints quickly
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
IT Service Desk Analyst
HP
07.2011 - 03.2012
- Contract Skilled Level position in the Information Technology sector
- Reporting directly to the IT service Desk Manager
- Duties include Providing technical support to users remotely and via email, Logging calls for clients and routing them to relevant third parties, and Deploying of software packages.
Desktop Support Technician
Choice Sourcing
09.2007 - 01.2011
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions
- Performed routine backups of critical data to prevent loss due to unforeseen events or system failures
- Streamlined IT processes by implementing effective troubleshooting techniques for common problems
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate
- Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required
- Reduced downtime with proactive system maintenance and regular software updates
- Configured and tested new software and hardware
- Diagnosed and troubleshot hardware, software and network issues
- Maintained servers and systems to keep networks fully operational during peak periods
- Configured hardware, devices, and software to set up work stations for employees
Education
Microsoft Certification (MTA) Microsoft Technology Associate -
Torque IT
Microsoft Certification (MCP) Microsoft Certified Professional - undefined
Torque IT
S4 (Computer Systems) - undefined
Vaal University of Technology in Vanderbijlpark, South Africa
National Certificate (Industrial Electronic) - undefined
Johannesburg Technical College (N1-N6)
Senior Certificate - undefined
Institute Ukweli DRC Congo Grade 12
Skills
MS Office
Customer Service
Point of Contact
Quality Assurance
Continuous Improvement
Support Services
Problem-solving abilities
Multitasking
Time Management
Microsoft Office
Alternative Number
+27725879685
Personal Information
- ID Number: 8102027414180
- Gender: Male
Driving License
Code 10
References
- Candice Van Wyk, AON South Africa, +27 83 644 9902, IT Service Delivery Manager
- Claude Nawej, Gecamine, +27 828028617, IT Manager
- Francis Muntumosi, Qrent, +27 723946362, Operation Manager
Timeline
IT Repair Technician
Qrent
07.2020 - 07.2021
IT Technician
Asetos Computers
06.2019 - 04.2020
IT Support Specialist
Gecamine
05.2016 - 08.2018
IT Service Desk Analyst
Business Connexion
03.2015 - 09.2015
CSR
ABSA Capital
05.2012 - 05.2014
IT Service Desk Analyst
HP
07.2011 - 03.2012
Desktop Support Technician
Choice Sourcing
09.2007 - 01.2011
IT Service Desk Coordinator
Qrent
7 2021 - Current
Microsoft Certification (MTA) Microsoft Technology Associate -
Torque IT
Microsoft Certification (MCP) Microsoft Certified Professional - undefined
Torque IT
S4 (Computer Systems) - undefined
Vaal University of Technology in Vanderbijlpark, South Africa
National Certificate (Industrial Electronic) - undefined
Johannesburg Technical College (N1-N6)
Senior Certificate - undefined
Institute Ukweli DRC Congo Grade 12