Jones Sefatsa
IT Support Technician
Westonaria
Summary
IT professional with 13+ years of experience in network security and system administration, expert in cybersecurity and troubleshooting. Key achievements include reducing downtime by 30% through efficient troubleshooting and decreasing security breaches by 40% with firewall updates.
Overview
17
17
years of professional experience
Work History
IT Technician
TEBC Technologies
05.2023 - Current
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and pc.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
Snr ICT Support
ADvTECH Group
01.2020 - 04.2023
- Conducted regular maintenance on computer systems, ensuring optimal operation and minimizing downtime.
- Enhanced network performance by troubleshooting and resolving technical issues in a timely manner.
- Promoted a culture of continuous improvement by proactively identifying opportunities for process optimization within the IT environment.
- Assisted in the migration of data from legacy systems to new platforms, ensuring seamless integration and minimal disruption to users.
- Facilitated end-user training sessions on software applications, increasing employee productivity with new tools and technologies.
- Implemented system upgrades for improved functionality and increased security measures.
- Developed comprehensive documentation for IT policies, procedures, and best practices, enhancing knowledge sharing among team members.
- Participated in business continuity planning efforts, assisting in the development of disaster recovery strategies for IT systems.
- Served as a liaison between IT department and end-users during system implementations, ensuring clear communication of project goals and expectations.
- Streamlined IT processes by developing and implementing efficient workflow procedures.
- Established preventative maintenance schedules for equipment, reducing unplanned downtime associated with failures or malfunctions.
- Managed inventory of hardware components, maintaining sufficient stock levels for critical replacements or repairs as needed.
- Increased user satisfaction with effective communication and prompt resolution of support tickets.
- Optimized hardware and software configurations to maximize system performance and reliability.
- Improved network security by performing routine vulnerability assessments and implementing appropriate countermeasures.
- Provided remote support for offsite employees, ensuring consistent access to necessary resources while minimizing interruptions due to technical issues.
- Coordinated with external vendors to procure hardware/software solutions that met organizational needs while adhering to budgetary constraints.
- Evaluated emerging technologies for potential incorporation into existing infrastructure, keeping the organization at the forefront of technological advancements within the industry.
- Contributed to the successful completion of IT projects by providing technical expertise and support throughout all stages of development.
- Created and executed marketing and strategic territory plans by employing excellent organization and follow-through skills.
- Assessed customer's needs and coordinated with support groups to service customer.
- Developed and built customer relationships to surpass sales goals and maintain and expand market penetration.
- Collaborated with cross-functional teams to implement infrastructure improvements, resulting in enhanced efficiency.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Configured systems according to prescribed software and hardware frameworks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Proved successful working within tight deadlines and a fast-paced environment.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
Computer Helpdesk Technician
Monash South Africa
06.2015 - 12.2020
- Implemented ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Continuously improved professional skills through training, certifications, and participation in relevant industry forums, ensuring up-to-date knowledge on emerging technologies.
- Served as a liaison between the IT department and end-users, fostering positive relationships through effective communication about technology-related concerns.
- Ensured smooth transitions during employee offboarding by securely wiping data from company devices according to established guidelines.
- Assisted in the onboarding process for new employees by providing thorough training on company software applications and hardware equipment.
- Reduced downtime for end-users by promptly addressing hardware failures and performing necessary repairs or replacements.
- Created detailed documentation outlining step-by-step procedures for common troubleshooting tasks, increasing first-contact resolution rates.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Streamlined helpdesk processes, resulting in reduced wait times and increased productivity for endusers.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
IT Technician
Media24
03.2008 - 12.2013
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and pc
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Configured systems according to prescribed software and hardware frameworks.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Streamlined ticket resolution process, significantly reducing response times by implementing new troubleshooting protocol.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
No Degree - Information And Computer Systems
College Campus
Auckland Park, South Africa 04.2001 -
No Degree - Information And Computer Systems
TTH Training Solutions
Midrand, South Africa 04.2001 -
High School Diploma -
Lesele Secondary School
North West 04.2001 -
Skills
Desktop technical support
Hardware installation
Application installations
Technical support
Help desk operations
Network troubleshooting
Remote support
Wireless networking
IT documentation
Data recovery
Timeline
IT Technician
TEBC Technologies
05.2023 - Current
Snr ICT Support
ADvTECH Group
01.2020 - 04.2023
Computer Helpdesk Technician
Monash South Africa
06.2015 - 12.2020
IT Technician
Media24
03.2008 - 12.2013
No Degree - Information And Computer Systems
College Campus
04.2001 -
No Degree - Information And Computer Systems
TTH Training Solutions
04.2001 -
High School Diploma -
Lesele Secondary School
04.2001 -
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