Joel Kolo Modise
IT Technical Support Specialists
Mabopane
Summary
IT Technical Support :
My experience icludes supporting end users with office 365 setup, VPN configuration, and printer connectivity across desktop and laptop environments. Handling tickets logging across a variety of ITSM tools, remote troubleshooting and reporting, and keeping service queues updated to ensure customercentric approach in resolving queries. Support in presales and client introductions through clear technical communication and structured approach.
Overview
2
2
Languages
8
8
Certifications
2027
2027
years of professional experience
Work History
Desktop Support (Servicedesk)
Afrocentric Technologies
Florida, Gauteng
04.2022 - 07.2026
- Creating AD account, resetting user passwords, Creating User exchange mailbox/shared mailbox, contacts and meeting rooms.
- Updating client Group Policies when making changes to client’s PCs.
- Creating Security Groups and Service accounts and ensuring IT security compliance.
- First line troubleshooting on clients’ queries and escalating when necessary to the relevant call queues.
- Resolving/escalating calls on user’s system application access e.g... UMS, Teams, Outlook, Avaya telephones access and remote desktop connection.
- Always ensure telephone etiquette when assisting users telephonically or providing remote assistance.
- Escalation queries from 1st to 2nd level. Following up on queries to confirm client satisfaction.
- Logging and closing calls/tickets on Res-Q ticketing system and ensuring that calls are closed/escalated on time to comply with SLA.
- Registering users on MFA portal for network application access.
- Troubleshooting FortiClient VPN application and access to resolve user system remote access.
- Mimecast email and Attachment mailbox release
- Installing/Migrating MS office to O365 on client’s PCs.
- Migrating user mailbox from exchange 2007/2010 to 365.
- Mapping network drives and adding/granting users to shared drives.
- Resolving escalations on unresolved service desk queries.
- Migrating meeting rooms from exchange to 365.
- Creating/migrating shared mailboxes, user mailboxes and Distribution Lists from Exchange 2007/2010 to 365.
- Creating telephone extensions for users on Avaya Administrator.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
IT Administrator
Tshwane Metropolitan (Gijima)
Pretoria, Gauteng
03.2013 - 02.2014
- Creating users accounts on Active Directory.
- Providing telephonic assistance on technical glitches to clients’ satisfaction.
- Resolving calls logged on Remedy ticket system, using Active directory and file server directories, and back office telephonic support.
- Creating mailboxes on exchange server.
- Changing backup tapes on storage system.
- Auditing Servers and monitoring media storage on DPM backup solution servers.
- Storage capacity planning on all the servers’ disk space.
- Resetting user’s password.
- Configuring Microsoft outlook application for clients.
- Active directory clean-up.
- Assisting team leader/ supervisor when necessary.
- Microsoft Outlook, User profile setup and first-line support.
- Assisting users remotely, using windows remote assistance.
- Mapping user’s “My Document” to synchronize with the file server.
- Retrieving user’s lost document.
- Managed user account creation and access permissions in Active Directory.
- Provided technical support for hardware and software issues, ensuring timely resolution.
- Conducted routine system backups and recovery procedures to maintain data integrity.
- Documented IT processes and standard operating procedures for improved clarity and consistency.
- Evaluated emerging technologies for potential integration into existing IT infrastructure.
- Enhanced data security through the deployment of firewalls, antivirus software, and intrusion detection systems.
- Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
- Safeguarded sensitive information with robust data encryption techniques and secure password management practices.
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
L1 SOC Analyst.
Afrocentric Technologies
2022 - 07.2026
- Monitoring incidents and alerts using the Microsoft Sentinel SIEM platform. The tool provides full visibility of active incidents and alerts, along with the required actions to investigate and resolve each case.
- Monitoring and analyzing a variety of incidents, creating tasks based on the nature of each incident, and actioning those tasks by reclassifying and closing incidents to maintain accurate incident logs.
- Initiating calls within the SOC team to investigate high-priority incidents that have been analyzed and confirmed to represent serious breaches of security policies.
- Using the Security Microsoft Defender portal to perform remediation actions, including temporarily blocking network access for flagged users in line with investigation findings and security recommendations.
- Log incidents and problems reported by the client and classify the incidents accordingly.
- Chairing morning meetings to follow up on open incidents and update the incident log accordingly.
- Liaising with support team to co-ordinate support, with an objective to identify the correct support team from the incident resolution perspective.
- Co-ordinating investigations on incident root causes and logging problems to manage incident workarounds, and artifacts, Root Cause Analysis and Incident Report documentation.
- Ensuring that the correct information has been provided on the incident RCAs and uploading the artifacts and managing incidents and problems closure.
- Facilitated P1 incident war rooms to coordinate investigations and align the support team for major incident mitigation.
- Acting as a Specialist on Standby (SOS) to respond, escalate and address all incidents that have been raised, send updates to business and classify incidents according to their priorities.
Junior IT Technician
KIT Information Technology
Johannesburg , Gauteng
03.2021 - 02.2022
- Site Consultant: Resolving and escalating logged tickets from Jira service manager.
- Sending weekly reports on customer server environment and system health check. Daily meetings on task to be done through the day, sending weekly updates
- Assisting customers remotely on technical issues as and when reported.
- Contacted customers daily to introduce and promote company services, planned meetings to discuss product offerings.
- Planned weekly tasks to ensure timely completion of projects and service delivery.
- Laptop installation and setup, map shared drives and office 365 client sent up.
- Email access setup and printer connectivity set up.
- Installed FortinetClient VPN on customer laptops.
- Presale on Data Protector and Change Guardian amongst other services that the company offers.
- Executed technical rollout of Data Protector in alignment with project scope.
- Searching for customers both in private and public sector for opportunities in positioning Data Protector as a solution, and setting up introduction meetings with the customer to understand customer ICT environment to position our services.
- Diagnosed and resolved hardware and software issues for end-users, enhancing operational efficiency.
- Provided technical support via phone, email, and in-person, ensuring timely resolution of user inquiries.
- Assisted in the installation and configuration of networked devices, improving system connectivity and performance.
- Documented troubleshooting procedures and solutions to streamline future support efforts.
- Collaborated with team members to implement IT infrastructure upgrades, enhancing overall system capabilities.
ICT Consultant
Trade-Link (PTY) LTD
01.2019 - 05.2020
- Installing and configuring Point of Sale (POS) systems and resolving logged calls within deadlines.
- Installation of workstations, connecting clients to a network printer, setting up POS PCs for the client, troubleshooting and resolving system failures from time to time.
- Reporting and escalating calls outside of the given work scope
- Configuration and setting up OS and hardware (HDD/RAM/Motherboards/Fan/power supply).
- Point Of Sale machine upgrade and configuration both hardware and software (Jiva POS, slip printers and cash drawers.
- Resolving all calls within the South Rand/Mpumalanga/Northwest regions.
- Upgrade, configuration, and setup of client document printers as assigned by management.
- The services were provided at our client which is Spar Group: Spars/Supper Spars/Kwick Spars and Tops
- Managing documentations and sign offs for equipment installed and decommissioned at the client.
Network Engineer
Nepo Data Dynamics (PTY) LTD
11.2016 - 10.2018
- ICT infrastructure modernization Project in the Northwest government department, all districts and local municipalities.
- Conducted comprehensive network infrastructure assessments for premier’s office across municipalities and departments, evaluating network equipment, client machines, and environmental conditions of network rooms.
- The assessment included within itself; assessing the integrity of the network infrastructure such as the model and make of network equipment, e.g., network Switches, Routers, cabling standards (both fiber and UTP) network equipment racks.
- For network room environmental, the assessment included taking note of the availability of sufficient ventilation, Network room security, availability of fire suppression equipment, availability of monitoring mechanism for access to the network room.
- For client machine, our responsibility was to test and assess the client machine standard on both hardware and software using a programming script to collect the required data/specs.
- Prepared detailed reports on network equipment, cabling, and IT standards for project stakeholders.
- Installed Wi-Fi networks for government policy conferences and strategic meetings, ensuring reliable connectivity for participants.
- Office bound technical support for client computers and troubleshooting/fault finding and provide solutions.
- Compiling ICT project reports to senior management.
- Kaspersky Antivirus technician; responsible for Installation, troubleshooting and support on all Kaspersky Antivirus related matters.
- Huawei training and Labs, configuring Huawei switches e.g. Ports configuration, Vlans configuration, Port isolation, STP, DHCP, DNS, and routing etc.
- Windows Server shared services, file services and Active Directory administration, installation and configuration.
Antivirus Server Administrator and Technical support
Tipp Focus
03.2014 - 10.2016
- Active Directory Cleanup.
- Unlocking user’s accounts and resetting User’ Password.
- Monitoring backups and replication of data in regional offices(13)
- Kaspersky Security Centre Anti-Virus Server administration in all(13) the regional servers
- Installation and Upgrading A.V Administration Kit version
- Assisting user’s in remote location telephonically, on various technical IT systems/applications malfunctions to their satisfaction.
- Kaspersky Security Console backup and restore.
- Installing and Configuring Kaspersky Security Centre on Visual Server and Setup Policies and Tasks. (13 regions)
- Ability to build a healthy communication with people at different levels.
- Creating Kaspersky Anti-virus installation packages for both servers and client installations.
- Providing technical support to regional technicians on Kaspersky Endpoint Security for Client machines.
- Ability to satisfy client’s expectation and excel in providing IT related services to clients.
- Assisting agents on IT escalation and technical support queries.
- Ability to determine when escalation is required on various calls and resolve where possible.
- Troubleshooting problems and assisting call center agents and ensuring calls closure.
- Logging day to day maintenance calls using “Worx4u” application and logging IT calls using System Configuration manager on shift bases in the call Centre environment.
- Identifying client’s queries and providing information on various services and IT technical glitches.
- Daily Report on systems operation health check on shift basis.
- Providing technical support using Team Viewer to users in remote locations.
- Installing and providing support on transversal systems i.e. BAS, Persal and Logis
- Providing technical support and maintenance on desktop and laptops in the department, both physically and remotely
- Providing technical support in a call Centre environment to agents while transferring skills and understanding on the information technology systems/applications required to resolve technical queries.
- Troubleshooting and resolving enterprise applications and hardware malfunction.
- Configuring Wi-Fi connection on clients and resolving network related queries.
- Configuring and setting up Microsoft Outlook on client computers and email related calls.
- Resolving and logging calls on Service Manager Console and reassigning calls.
- Setting up PST files on user’s emails/Archiving user’s emails.
- Connecting users to printers (Desktop and network).
- Projects
- -Kaspersky Version 10 upgrade Rollout-Installation (installing administration Kit) in 13 Regional servers.
- -Print server implementation, configuring network printers to communicate with the print server.
- -Configuring and setting up 40 new Laptops (Installing office suite, upgrading Operating system from Microsoft Windows.7 to Windows.8 and configuring network connection WiFi/LAN.
- -Setting up 42 desktop computers to be given for donation to a school.
IT Technician & IT Administrative Assistant
CTU Training Solution
05.2011 - 10.2011
- Network cabling and maintenance
- LAN installation
- Sharing Clients on the network
- Troubleshooting PC’s
- Installing Graphics Cards on Client machine.
- Software Installation on clients Machine.
- Project
- LAB setup For Gaming (Cabling and LAN Setup).
Education
Data Protector Specialist Presale Engineer, Identity Governance & Administration Specialist Presale Engineer, Sentinel and Change Guardian Technical Certificate - undefined
MicroFocus Training
01-2021
Microsoft Azure Fundamentals (Cloud) - undefined
IT Global Group
01-2021
NSE 2 Network Security Associate - undefined
Fortinet NSE Institute
01-2020
Huawei Certified Network Associate - undefined
Torque IT
01-2018
Introduction to Information Security - undefined
UNISA
01-2015
CompTIA A+ (International Certificate) - undefined
Gijima Technology
01-2013
IT System Support Engineer NQF L5 & MCITP - IT System Support Engineer, Windows 7, Business English, A+ hardware & software, CBP business communication, CBP customer service, MCTS 70-680 TS: Configuring & Administrating Microsoft Windows 7, MCTS 70-642 TS: Windows Server 2008 Network Infrastructure, Configuration, MCTS 70-640 TS: Windows Server 2008 Active Directory, Configuration, MCTS 70-643 TS: Windows Server 2008 Application Infrastructures, Configuration
CTU Training Solution
Pretoria 01-2011
Matric - Setswana, English, Geography, Math literacy, Biology, history and Life science
Ngaka Maseko high School
Pretoria01-2010
Skills
Network troubleshooting
SIEM monitoring
Microsoft 365 administration
Active Directory administration
Windows server administration
Incident management
SLA tracking
Remote technical support
User account administration
Service desk ticketing
ITIL incident management
Problem management
Server monitoring
Network cabling
Printer support
VPN configuration
Backup administration
Endpoint protection
Certification
CompTIA A+ (International Certificate)
References
- Idowu, Oyeniyi, lecturer, 0764022801, 0764005097, CTU Training Solution
- Richard, Mlambo, Deputy Director/Server Administration, Tell-012 358 4443, Cell-072 448 2412, City of Tshwane Metropolitan Municipality, Mentor/Supervisor, Contact Person No.2 : Roger Hughes, Relationship : Mentor/Supervisor, Contact details : 0824690635
- Ignitious, Shiburi, System Administrator, 012 406 2014, 0763545917, Tipp Focus
- Cecilia, Mabothe, IT Infrastructure Manager, 071 356 0112, Nepo Data Dynamics
- Dennis, Moyo, Manager, 082 304 7620, Tradelink Retail Systems
- Alan, Nair, Team Leader, 082 469 5053, Afrocentric Technologies
- Keabetswe, Monosi, Specialist: IT Security Compliance Officer, 073 425 1718, Afrocentric Technologies
Timeline
Desktop Support (Servicedesk)
Afrocentric Technologies
04.2022 - 07.2026
Junior IT Technician
KIT Information Technology
03.2021 - 02.2022
ICT Consultant
Trade-Link (PTY) LTD
01.2019 - 05.2020
Network Engineer
Nepo Data Dynamics (PTY) LTD
11.2016 - 10.2018
Antivirus Server Administrator and Technical support
Tipp Focus
03.2014 - 10.2016
IT Administrator
Tshwane Metropolitan (Gijima)
03.2013 - 02.2014
IT Technician & IT Administrative Assistant
CTU Training Solution
05.2011 - 10.2011
CompTIA A+ (International Certificate) - undefined
Gijima Technology
Introduction to Information Security - undefined
UNISA
Huawei Certified Network Associate - undefined
Torque IT
NSE 2 Network Security Associate - undefined
Fortinet NSE Institute
Microsoft Azure Fundamentals (Cloud) - undefined
IT Global Group
Data Protector Specialist Presale Engineer, Identity Governance & Administration Specialist Presale Engineer, Sentinel and Change Guardian Technical Certificate - undefined
MicroFocus Training
IT System Support Engineer NQF L5 & MCITP - IT System Support Engineer, Windows 7, Business English, A+ hardware & software, CBP business communication, CBP customer service, MCTS 70-680 TS: Configuring & Administrating Microsoft Windows 7, MCTS 70-642 TS: Windows Server 2008 Network Infrastructure, Configuration, MCTS 70-640 TS: Windows Server 2008 Active Directory, Configuration, MCTS 70-643 TS: Windows Server 2008 Application Infrastructures, Configuration
CTU Training Solution
Matric - Setswana, English, Geography, Math literacy, Biology, history and Life science
Ngaka Maseko high School
L1 SOC Analyst.
Afrocentric Technologies
2022 - 07.2026