Eunice Bokaba
It Technician
Pretoria
Summary
Highly skilled it Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Onsite Support Technician
Tcm
Pretoria
06.2017 - 06.2023
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Desktop Support Engineer
Tcm
Johannesburg
01.2014 - 06.2017
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and quickly troubleshot errors.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Monitored system performance to maintain system integrity.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Service Desk Analyst
FNB
Johannesburg
04.2012 - 02.2014
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Discussed customer concerns regarding product usage, billing or Type to promote improved user experience.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
Education
NQFLEVEL5 - System Support
03.2005 - 04.2006
- Received Scholarship Name
Diplomsa - It System Support
02.2004 - 11.2006
- Professional development completed in Subject
Skills
Support Ticket System Management
Technical Support Triage
Network Infrastructure Monitoring
Remote System Analysis
TCP/IP
Application support
Software diagnosis
Data recovery
Staff education and training
Timeline
Onsite Support Technician - Tcm
06.2017 - 06.2023
Desktop Support Engineer - Tcm
01.2014 - 06.2017
Service Desk Analyst - FNB
04.2012 - 02.2014
DESTO PTY LTD - NQFLEVEL5 , System Support
03.2005 - 04.2006
Academy of Computèr Studied - Diplomsa, It System Support
02.2004 - 11.2006