Jho Tshibindi Tumba
IT Support Specialist
Randburg,Gauteng
Summary
Experienced Senior Field Support Engineer and IT Project Manager with a proven track record in technical support, IT asset management, and service delivery. Skilled in troubleshooting, system upgrades, and user onboarding/offboarding processes. Adept at optimizing IT operations and driving continuous service improvement.
Brings 15+ years of hands-on experience in systems administration, incident resolution, and performance management. Known for fostering collaborative environments, empowering users, and aligning technology with business goals.
Overview
18
18
years of professional experience
3
3
Language
Work History
Deskside Technician
Wipro Limited
10.2023
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
- Resolve incidents and problems associated with EUC equipment
- Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
- Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
- Provide repair and maintenance for mobile devices
- Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
- Provide software break/fix services and replacement of non-warranty assets for end users
- Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
- Provide warranty and break/fix support for networked printers and scanners
- Configure and support end users on mobile computing platforms
- Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
- Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
- Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
- Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel
- Utilize problem management database and systems to track and report on customer calls and requests.
Desktop Support Specialist
Old Mutual
02.2017 - 11.2023
- Installs and maintains all end-user computing services and systems to specific business areas
- Maintenance of these facilities and services involves direct dealings with vendors and other service providers
- AD - Active Directory (Network Management server and Cloud based)
- Interacts with Service desk facility for business areas supported to identify issues for resolution
- Provide support for approved applications and maintains builds of new workstations in line with OM desktop management principles
- Performs first line troubleshooting support of network and branch infrastructure where applicable
- Take ownership of and resolve all calls assigned within agreed standards
- AWS Identity and Access Management (IAM)
- Security control access to AWS resources
- Provide technical services for projects and initiatives
- Delivers engaging, informative, well-organized presentations
- Resolves and/or escalates issues in a timely fashion
- Understands how to communicate difficult/sensitive information tactfully.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Purchased, setup and installed new computers.
- Deployed [Type] devices across multiple facilities, connecting hardware to central [Type] network hubs for multi-site interconnectivity.
- Installed, configured and maintained computer systems and network connections.
Desktop Support Engineer
Mars Technologies
02.2017 - 11.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Identified scope of problem and provided operational and technical assistance to remedy.
Technical Manager
TSK COMPUTER
07.2013 - 08.2016
- Provide support to users with computer or other technical difficulties
- Hire and train staff or help make hiring decisions
- Supervise information technology (IT) staff
- Consider project proposals and evaluate feasibility
- Generate ideas for improving technical products
- Facilitates team and client meetings effectively
- Holds regular status meetings with development team
- Keeps development team well informed of changes within the organization and general corporate news
- Delivers engaging, informative, well-organized presentations
- Resolves and/or escalates issues in a timely fashion
- Understands how to communicate difficult/sensitive information tactfully.
Network Administrator/Helpdesk
MAS (Magic Adwork Supplier)
11.2011 - 07.2013
- Install and support LANs, WANs, network segments, Internet, and intranet systems
- Install and maintain network hardware and software
- Monitor networks to ensure security and availability to specific users
- Evaluate and modify system's performance
- Identify user needs
- Determine network and system requirements
- Maintain integrity of the network, server deployment, and security
- Design and deploy networks
- Assign routing protocols and routing table configuration
- Assign configuration of authentication and authorization of directory services
- Maintain network servers such as file servers, VPN gateways, intrusion detection systems
- Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.
IT Network Administrator
Mission Centre of the Spoken Word
03.2011 - 11.2011
- Evaluating network performance issues including availability, utilization, throughput and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls
- Performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor
- Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation
- Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements
- Protects organization's value by keeping information confidential.
Sales Coordinator (Analyst - Admin Database Client)
Zain Katanga
04.2010 - 08.2010
- Direct, monitor and lead the development of regional business sales strategies, business plan, projects and budget in line with corporate strategy
- Propose new initiatives, plans and programs to improve the effectiveness of the Business Sales function
- Keep abreast with market trends and monitor competitors' activities
- Oversee and monitor Business Sales contracts for all the products/services/Enterprise/SME sold in the region
- Develop and review the sales quotations related to Small Office Home Office/SME/Enterprise for the region
- Develop and monitor the implementation of innovative methods to increase direct sales and business accounts, expand markets and promote business in the Central region, and coordinate this development with the respective Business Sales Managers for the Eastern and Western regions
- Review all reports prepared by subordinates and prepare periodic reports with respect to the marketing department's activities and achievements to be submitted to the Director, Business Sales
- Ensure Business Sales segment's profitability and attain sales targets across the region, and control departmental expenditure within agreed budgets.
Customer Care Services (GPRS Support)
Zain Katanga
06.2009 - 03.2010
- Managing the Mobile Internet
- Setting Mobile Phones
- Customer Care Representative
- Collect information on the behaviour of the Network
- Analyze the registration of subscribers
- Assist customers to choose the tariff for the mobile Internet service
- Setting Up Modems for any category (HUAWEI, ERICSSON, SIEMENS)
- Treatment of customer complaints
- Blackberry Internet Exchange Support
- Mobile Software Firmware Support
- IT Test VAS
- GPRS and EDGE support
- Mobile Internet Support.
IT Helpdesk Support (IT Department)
Zain Katanga
04.2007 - 06.2009
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person or over the phone
- Train computer users
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Clean up computers
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install computer peripherals for users
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Run reports to determine malfunctions that continue to occur.
IT Support (IT Department)
Shituru Mining SMCO/DRC
06.2005 - 01.2007
- Installing and configuring computer hardware operating systems and applications
- Monitoring and maintaining computer systems and networks
- Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Providing support, including procedural documentation and relevant reports
- Following diagrams and written instructions to repair a fault or set up a system
- Supporting the roll-out of new applications
- Setting up new users' accounts and profiles and dealing with password issues
- Working continuously on a task until completion (or referral to third parties, if appropriate)
- Prioritizing and managing many open cases at one time
- Rapidly establishing a good working relationship with customers and other professionals, such as software developers.
IT Support Consultant (IT Department)
Getma Transport Multimodal GTM/DRC
06.2005 - 01.2007
- Meeting with clients to determine requirements
- Working with clients to define the scope of a project
- Planning timescales and the resources needed
- Clarifying a client's system specifications, understanding their work practices and the nature of their business
- Travelling to customer sites
- Liaising with staff at all levels of a client organization
- Defining software, hardware and network requirements
- Analyzing IT requirements within companies and giving independent and objective advice on the use of IT
- Developing agreed solutions and implementing new systems
- Presenting solutions in written or oral reports
- Helping clients with change-management activities
- Purchasing systems where appropriate
- Designing, testing, installing and monitoring new systems
- Preparing documentation and presenting progress reports to customers
- Organizing training for users and other consultants
- Being involved in sales and support, and where appropriate, maintaining contact with client organizations
- Identifying potential clients and building and maintaining contacts.
Education
Certificate - Cyber Security
DeVry University MOOC
United States (Online 04.2001 -
Certificate - Cisco CCNA Network Fundamentals Chapter 1
Udemy Online Courses
San Francisco (Online) 04.2001 -
Certificate - ITIL Foundation (2011) - Complete Course & 2 Pract
Udemy Online Courses
San Francisco (Online) 04.2001 -
Certificate - CCNA 200-125 OSPF Mastery
Udemy Online Courses
San Francisco (Online) 04.2001 -
Cisco Certified (CCNA) - Information Technology
ESIS Salama (Institute of Information Technology)
Lubumbashi, DRC 04.2001 -
National Diploma - Network And System Administration
UPL (University Protestant of Technology Lubumbash
Lubumbashi, DRC 04.2001 -
Skills
Virtualization Technologies
Service Level Agreements
Configuration Management
Network Security
Server Management
Firewall Management
System Administration
Incident Management
Mobile Device Management
Hardware Diagnostics
Disaster Recovery Planning
Software Installation
VoIP Systems
Help Desk Support
Wireless Networking
Information Security
Network Architecture
Network Troubleshooting
Application Support
Custom
- ESIS Salama (Institute of Information Technology), Lubumbashi, DRC, 01/2008 - 06/2010, Cisco Certified (CCNA),
- UPL (University Protestant of Technology Lubumbashi), Lubumbashi, DRC, 2003 - 2008, National Diplôma, Network Administration, Computer Networks, Network Architect (VLAN - WAN), Routing - Catalyst,
- Udemy Online Courses, San Francisco (Online), 2016, CCNA 200-125 OSPF Mastery,
- Udemy Online Courses, San Francisco (Online), March 2021, Cisco CCNA Network Fundamentals Chapter 1,
- Udemy Online Courses, San Francisco (Online), March 2021, ITIL Foundation (2011) - Complete Course & 2 Practice Exams,
- DeVry University MOOC, USA (Online), Current, Cyber Security,
- Institute Maadini, Lubumbashi, DRC, 2001, Senior Certificate
Personal Information
- Passport Number: OP0644818
- Date of Birth: 05/12/83
- Gender: Male
- Marital Status: Married
Custom
- Raj Reddy, MARS TECHNOLIGIES, +27 82 694 6892
- Joe Greyling, OLD MUTUAL, +27 79 879 8997
- Andry Kayembe, TSK COMPUTECH, +27 72 474 2184
- Tekle Mariam, MAGIC ADWORK SUPPLIER, +27 83 756 4320
- Jerry, MCSW IT Manager, +27 82 501 5139
Timeline
Deskside Technician
Wipro Limited
10.2023
Desktop Support Specialist
Old Mutual
02.2017 - 11.2023
Desktop Support Engineer
Mars Technologies
02.2017 - 11.2023
Technical Manager
TSK COMPUTER
07.2013 - 08.2016
Network Administrator/Helpdesk
MAS (Magic Adwork Supplier)
11.2011 - 07.2013
IT Network Administrator
Mission Centre of the Spoken Word
03.2011 - 11.2011
Sales Coordinator (Analyst - Admin Database Client)
Zain Katanga
04.2010 - 08.2010
Customer Care Services (GPRS Support)
Zain Katanga
06.2009 - 03.2010
IT Helpdesk Support (IT Department)
Zain Katanga
04.2007 - 06.2009
IT Support (IT Department)
Shituru Mining SMCO/DRC
06.2005 - 01.2007
IT Support Consultant (IT Department)
Getma Transport Multimodal GTM/DRC
06.2005 - 01.2007
Certificate - Cyber Security
DeVry University MOOC
04.2001 -
Certificate - Cisco CCNA Network Fundamentals Chapter 1
Udemy Online Courses
04.2001 -
Certificate - ITIL Foundation (2011) - Complete Course & 2 Pract
Udemy Online Courses
04.2001 -
Certificate - CCNA 200-125 OSPF Mastery
Udemy Online Courses
04.2001 -
Cisco Certified (CCNA) - Information Technology
ESIS Salama (Institute of Information Technology)
04.2001 -
National Diploma - Network And System Administration
UPL (University Protestant of Technology Lubumbash
04.2001 -