Innocent Junior Manganyi
IT Support Engineer And Mentor
Johannesburg,GP
Summary
Enthusiastic IT Support Engineer eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of troubleshooting and working with customers and training in Resolving trouble tickets. Motivated to learn, grow and excel in IT environment.
Overview
1
1
year of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Level 3 IT Support Engineer
Worley
Melrose Arch, Gauteng
04.2021 - Current
- Developed team communications and information for meetings.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Worked closely with Level 2 and IT Manager to maintain optimum levels of communication to effectively and efficiently complete projects.
- Led projects and analyzed data to identify opportunities for improvement.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Drove operational improvements which resulted in savings and improved profit margins.
- Identified issues, analyzed information and provided solutions to problems.
- Completed minor preventative maintenance and mechanical repairs on equipment.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Conducted research, gathered information from multiple sources and presented results.
IT Support Specialist
Worley
Melrose Arch, Gauteng
01.2020 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using effective troubleshooting techniques.
- Provided Tier 3 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Provided technical support to software's used by clients.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Answered questions and provided information to customers about new software or hardware.
- Resolved system, hardware and telephone issues within 15 Minutes, improving efficiency among all departments.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used Powershell scripting skills to contribute to internal technical tools.
- Used Service Now ticketing systems to manage and process support actions and requests.
- Installed Symantec Endpoint Protection security applications and devices and suggested additional security measures.
- Activated accounts for clients interested in new services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Education
Bachelor of Science - Computer Science
University of South Africa
Gauteng 01.2021 - 12.2022
Advance Diploma - Information Technology
University of Johannesburg
Johannesburg 01.2019 - 12.2019
Diploma - Information Technology
University of Johannesburg
Johannesburg 01.2016 - 12.2018
Skills
Facility support
Pre-hospital advanced life support
Litigation support
Patient support and positioning
IT department support
Basic IT support
Support group facilitation
Data recovery
TCP/IP
Desktop support
Technical issues analysis
Technical equipment inspection
Manual writing
Customer service
Helpdesk call support
Instruction and training
Complaint resolution
Technical documents comprehension
Microsoft Office Specialist (MOS) Expert
Windows 10
Wide-area Networks
Application support
Software diagnosis
Technical Support
Adobe and Adobe Flash
Norton Antivirus software
Staff education and training
Account management
Customer service expert
Application installations
Technical issue analysis
Remote Technical Support
Data Collection Monitoring
Disaster Recovery
On-Site Technical Support
Data analysis
Debugging
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Certification
CESA Technical writing and Business writing Training - 2 Days
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Level 3 IT Support Engineer
Worley
04.2021 - Current
Bachelor of Science - Computer Science
University of South Africa
01.2021 - 12.2022
IT Support Specialist
Worley
01.2020 - Current
Advance Diploma - Information Technology
University of Johannesburg
01.2019 - 12.2019
Diploma - Information Technology
University of Johannesburg
01.2016 - 12.2018