Johannes Juan-André Du Toit
ICT Support Officer
Koffiefontein
Summary
A highly experienced and competent IT support officer with ten years’ experience in a variety of environments. A level head and rational approach to problem solving leads to reliability and fast solutions to IT issues. An excellent communicator with the ability to explain procedures in a practical and user-friendly way means that many IT problems can be solved via the telephone. Comfortable working as part of a team or independently with a focus on delivering quality IT support on a continuous basis
Overview
12
12
years of professional experience
12
12
years of post-secondary education
Work History
ICT Support Officer
Petra Diamonds
9 2017 - Current
- Troubleshoot and resolve hardware and software issues for end-users
- Install and configure software applications and updates
- Manage user accounts and permissions in Active Directory
- Provide technical support for remote users via phone and email
- Monitor and maintain network infrastructure, including switches and routers
- Conduct regular backups and disaster recovery testing
- Collaborate with other IT teams to implement new technologies and systems
- Conduct security audits and implement security measures to protect against cyber threats
- Train end-users on new software and hardware systems
- Maintain inventory of hardware and software assets and order new equipment as needed
Help Desk Consultant
UCS Technology Services
04.2013 - 08.2017
- Handling incoming incidents via phone / e-mail promptly and effectively
- Providing technical support to all IT users
- Take ownership of tickets and seeing it through to closure
- Logging faults and managing response times
- Escalating calls and issues where necessary to senior managers & team leaders
- Diagnosing and resolving problems efficiently
- Installing and maintaining databases
- Populating database with new information or transfer existing data into it
- Daily maintenance and support of Microsoft SQL Server 2008 and 2014 on multiple operating systems including Microsoft Server 2008R2
- Experienced using internal diagnostic and maintenance tools such as DBCC and internal SP functions as well as SQL Profiler and third-party diagnostics tools
- Debug queries, reports, triggers and stored procedures in SQL and T-SQL
- Provide troubleshooting and configuration support for client desktop and networking environment
- Distributing relevant jobs to junior staff members and providing support when required.
IT Support Student
Petra Diamonds
12.2011 - 01.2012
- Running diagnostic checks and servicing essential IT hardware
- Provided technical assistance to customers on inbound telephone tech support calls
- Identifying and solving IT problems
- Used remote access to perform troubleshooting when needed
- Installed and maintained company's computer systems and network
- Performed upgrades and installed updates
- Completed troubleshooting and repair when computers had problems.
Education
MCSE, MCITP, MCDBA -
CTU Training Solutions
Bloemfontein, South Africa 04.2001 - 04.2012
NQF - 4 Matriculated -
Koffiefontein High School
Koffiefontein, South Africa 01.2008 - 12.2008
Skills
Hyper-V
Security management
Diagnosis and troubleshooting of IT issues
End-user support
Remote support
Backup and recovery operations
IT standard compliance
Automated IT systems
Helpdesk management
Training and mentoring
Performance optimization
Network monitoring and optimization
Documentation and recordkeeping
Time management and problem-solving ability
Communication and interpersonal skills
Knowledge of computer hardware, software and peripherals
Knowledge of IT standards and protocols
Knowledge of customer service best practices
Virtualization
Office 365
Windows 11
Microsoft Server 2016
Hyper-V
References
- Jako Fourie, Specialist Back Office Petra Diamonds, 012 305 2563
- Herman Ras, Manager ICT Petra Diamonds, 011 702 6949
Timeline
Help Desk Consultant
UCS Technology Services
04.2013 - 08.2017
IT Support Student
Petra Diamonds
12.2011 - 01.2012
NQF - 4 Matriculated -
Koffiefontein High School
01.2008 - 12.2008
MCSE, MCITP, MCDBA -
CTU Training Solutions
04.2001 - 04.2012
ICT Support Officer
Petra Diamonds
9 2017 - Current