Gosego Baas
Senior Desktop Support Engineer
Midrand
Summary
Results-oriented Desktop Support Engineer with 8+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge in Windows 10 Pro, macOS and Active Directory.
Experienced with providing comprehensive technical support for desktop systems. Utilizes problem-solving skills to diagnose and resolve hardware and software issues efficiently. Knowledge of network configurations and system maintenance to ensure optimal performance.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Desktop Support Engineer
Adapt IT
10.2022 - Current
- Company Overview: Group Shared Services
- Update and maintain computer inventory and surplus equipment
- Maintain and resolve issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment
- Ensure desktop computers interconnect seamlessly with diverse systems
- Interact with vendor support contacts to resolve technical problems with desktop computing, equipment and software
- Recommend and implement upgrades on systems to ensure longevity
- Assess functional needs to determine system purchase specifications
- Identify and repair hardware and network connectivity issues
- Establish VPN access for all remote users
- Assist in technical upgrading and maintaining of entire desktop systems
- Support in testing and deployment of new applications and systems
- Group Shared Services
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Walked individuals through basic troubleshooting tasks.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
Divisional Support Administrator
Caseware
11.2019 - 09.2022
- Provide first level contact and resolution to customer issues
- Follow up with internal customers, provide feedback and see problems through to resolution
- Management of users - activation and deactivation, user and role and territory assignment
- Basic development changes, if required (field updates only)
- Proper escalation of unresolved queries to the next level of support i.e., Cloudsmiths
- Ensure proper recording, documentation, and closure of cases
- Produce activity reports and dashboards to meet required SLA
- Recommended modifications or improvements and provide training if required
- Fixed assets management and issuance and record keeping
- 3G card administration and control
- Management of divisional app licence subscriptions
- Liaise with Group IT support as required
- Expand knowledge of help desk procedures, products, and services
- Document any system updates or changes
Back Office Support Consultant
Caseware
09.2018 - 11.2019
- Provide telephonic support to users experiencing problems using the software or inquiring how to use specific features
- Assist in fixing client files
- Make pro-active support calls to ensure that all clients are satisfied
- Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and manager of product and client trends
Helpdesk Agent
BCX
08.2016 - 09.2018
- Company Overview: previously known as UCS Technology Services
- Developing and maintaining Microsoft SQL report and queries
- Data analysis
- Remote support for software and hardware
- Setting up mobility scanners for stores and providing support
- Use a call logging system to maintain calls that come in
- Respond to calls according to SLA
- Previously known as UCS Technology Services
Lab Assistant/ Help desk tech support
Central University of Technology
02.2016 - 08.2016
- Help desk support for students
- Call logging for faulty computers to IT Support
- Supervising other lab assistants and distributing work
- Setting up shifts for lab assistants
- Helping students with CUT systems or technical issues
Education
N.Dip - Information Technology (Software Development)
Central University of Technology Free State
01.2012 - 01.2014
B.Tech - Information Technology (Software Development)
Central University of Technology Free State
01.2016 - 01.2017
Grade 12 - undefined
Heatherdale Secondary School
Skills
Microsoft Office - Word
Microsoft Office - Excel
Microsoft Office - PowerPoint
Databases - Access
Databases - SQL(Oracle)
Databases - Microsoft SQL
Programming - Android (Android Studio)
Programming - C# (Visual Studio)
Programming - Java (NetBeans)
Microsoft Active Directory
Administrative procedures and systems
Data analysis
Information Technology Concepts
Troubleshooting
Telephone Etiquette
End user support
Issue resolution
Asset management
Help desk experience
Incident management
Customer service
Microsoft windows and office
Teamwork and collaboration
Support services
Problem-solving abilities
Online chat support
Friendly and patient
Analytical skills
Incoming call management
Customer service expert
Professionalism
Call management
Other
code 8 (B)
Educational Background
Heatherdale Secondary School, Grade 12, 2011, English FAL, Afrikaans HL, Life Orientation, Mathematics Literacy, Accounting, Business Studies, Computer Applications Technology, Central University of Technology Free State, Bloemfontein, N.Dip Information Technology (Software Development), 2012 - 2014, Completed, Central University of Technology Free State, Bloemfontein, B.Tech Information Technology (Software Development), 2016 - 2017, Completed
Technical Professional Knowledge
- Administrative procedures and systems
- Data analysis
- Microsoft Office
- Information Technology Concepts
- Troubleshooting
- Telephone Etiquette
Personal Information
- ID Number: 9311025540081
- Date of Birth: 11/02/93
- Gender: Male
- Nationality: South African
- Marital Status: Single
Video games
I mostly play FIFA on XBox as well as other online based games like GTA, Cricket 24, PUBG, Mafia, etc.
Timeline
Desktop Support Engineer
Adapt IT
10.2022 - Current
Divisional Support Administrator
Caseware
11.2019 - 09.2022
Back Office Support Consultant
Caseware
09.2018 - 11.2019
Helpdesk Agent
BCX
08.2016 - 09.2018
Lab Assistant/ Help desk tech support
Central University of Technology
02.2016 - 08.2016
B.Tech - Information Technology (Software Development)
Central University of Technology Free State
01.2016 - 01.2017
N.Dip - Information Technology (Software Development)
Central University of Technology Free State
01.2012 - 01.2014
Grade 12 - undefined
Heatherdale Secondary School