Kagisho Poto
Junior IT Engineer
Midrand,GP
Summary
Dynamic IT professional with a proven track record at Cocre8 Technology Solutions, excelling in network administration and fostering team collaboration. Expert in technical troubleshooting and IT incident management, significantly enhancing system efficiency and user satisfaction. Demonstrates a unique blend of technical acumen and interpersonal skills, driving seamless IT solutions and support.
Overview
3
3
years of professional experience
Work History
Junior IT Engineer
Cocre8 Technology Solutions
03.2023 - Current
- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
- Performed root-cause analysis of recurring issues, developing targeted solutions to prevent future occurrences.
- Reduced downtime by proactively monitoring systems and conducting regular maintenance tasks.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Executed troubleshooting and server support in both in-person and remote situations.
- Produced reports on success rates and remedial requirements.
- Coordinated with stakeholders to ensure seamless integration of new systems into existing workflows while minimizing disruption to daily operations.
Desktop Support
Cocre8 Technology Solutions
02.2024 - 05.2024
- Improved end-user satisfaction by providing efficient desktop support and resolving technical issues.
- Boosted productivity by providing timely desktop support to endusers.
- Enhanced system performance by implementing desktop support solutions and resolving technical issues.
- Streamlined desktop support operations by implementing efficient ticketing systems and prioritizing tasks.
- Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
- Enhanced end-user satisfaction by promptly resolving desktop support issues and providing clear communication throughout the process.
- Improved desktop support response times by streamlining ticketing processes and prioritizing urgent issues.
- Served as an escalation point for challenging desktop support cases, applying advanced problem-solving skills to resolve issues quickly.
Service Desk Technician
Cocre8 Technology Solutions
03.2022 - 03.2023
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Streamlined service desk operations for improved efficiency and response times.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
- Conducted regular maintenance on hardware and software systems, ensuring optimal performance levels.
- Actively sought feedback from end-users to identify areas for improvement in the service desk function.
- Conducted regular follow-ups with customers post-resolution to ensure continued satisfaction with the support provided.
- Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Provided team training for new employees.
Sales Consultant
Cell C
04.2021 - 06.2021
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Followed up with existing customers to provide additional support and address concerns.
- Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
- Provided valuable feedback to company leadership regarding client preferences, helping inform future product development initiatives.
Education
Btech Information Technology - Information Technology
Vaal University of Technology
Vanderbijlpark, South Africa 04.2001 -
Skills
Network Administration
IT Documentation
System Administration
IT Incident Management
IT Team Building
Remote Support
Technical Troubleshooting
Accomplishments
- Collaborated with team of 4 in the development of Traffic Airways, SPESNET, PRASA, Human Sciences Research Council, and Sibanye Gold projects.
- Training of new employees
- STAR AWARD for assisting the service desk during a critical period.
Timeline
Desktop Support
Cocre8 Technology Solutions
02.2024 - 05.2024
Junior IT Engineer
Cocre8 Technology Solutions
03.2023 - Current
Service Desk Technician
Cocre8 Technology Solutions
03.2022 - 03.2023
Sales Consultant
Cell C
04.2021 - 06.2021
Btech Information Technology - Information Technology
Vaal University of Technology
04.2001 -
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