Karabo Kusane
IT Support Engineer
Rustenburg
Summary
Flexible Technical Support Engineer with 4 years of experience helping clients maintain smooth operations. Expertise in Microsoft systems and hybrid environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Level 2 IT Support Engineer
IT Naledi (Momentum)
Johannesburg
2 2024 - 5 2024
- Conducted periodic performance evaluations of IT systems, identifying areas for improvement and recommending appropriate solutions.
- Assisted clients remotely, reducing on-site visits and increasing efficiency in issue resolution.
- Desktop and laptop configuration, OS deployment, and software installations.
- Hardware support and troubleshooting.
- Service desk management, ticket management and maintaining SLA requirements using Jira.
- VOIP phone troubleshooting and configuration.
- End user support, password management, and OU administration in Active Directory.
- Software updates management using SCCM.
- Supporting users across all 9 provinces as well as African regions like Namibia, Botswana and Ghana.
IT Support Engineer
Nashua Bojanala
Centurion
2023.04 - 2024.01
- ICT meetings, daily checks, and preparation of Technical Activity Reports
- Desktop & Hardware support, installation, and troubleshooting
- Investigated options to improve communication between distributed workforces
- System administration, Network administration
- Ensured smooth daily business activities through effective ICT management
- Administered Azure Active Directory and managed user account backups
- Disaster recovery and business continuity
- 1st, 2nd & 3rd line support and manage support tickets
- Handled 0365 and Exchange administration for seamless communication services
- Asset Management
- Improvement of business processes
- End user support, password management.
Help Desk Analyst
Momentum Metropolitan Holdings Limited
Ceturion
2020.09 - 2022.08
- End user support, password management
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Hardware support, installation, and troubleshooting
- Basic network Support.
- VOIP phone troubleshooting, configuration
- Provided exceptional customer service through remote work applications.
Customer Engineer
BCX
Centurion
2019.03 - 2019.11
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
- Provided technical support to all staff on premises as well as remote users.
- Microsoft 365 technical support, installation and exchange admin.
IT Technical Support Intern
Rustenburg Local Municipality & Mzansi online Libraries
Rustenburg
2018.03 - 2018.11
- Maintained energy and enthusiasm in fast-paced environments, exceeding goals and ensuring high productivity.
- Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
- Improved user satisfaction by promptly addressing IT issues and providing effective solutions.
- Supported over 9 floors with about 300 staff members as well as 8 other libraries in our region.
- Contributed to successful completions of IT projects by effectively managing tasks within deadlines.
- Contributed to positive work environment within our IT department by maintaining solution-oriented mindset and collaborative team spirit.
- Collaborated with colleagues to implement innovative solutions for recurring technical challenges.
IT Technical Support Intern
Netcare Ferncrest Hospital
Rustenburg
2017.01 - 2017.07
- IT Daily checks to ensure optimal system runtime.
- Attended daily IT Meetings.
- Provided printer support to end users and management.
- Maintained user accounts and password reset requests.
- Installed new desktops for users, OS deployment and software installations.
- Assisted in development of internal documentation related to IT procedures, increasing overall departmental organization and accessibility of information.
- Dealt with over 25 tickets per day from inception to resolution and documentation.
- Effective time management.
- Contributed to positive work environments within our IT department by maintaining solution-oriented mindsets and collaborative team spirits.
Education
NQF Level 4 Certificate: IT Technical Support Learnership - Information Technology
Institute of Advanced Learning And Education
Rustenburg, South Africa 2024.05 - Current
Occupational Health and Safety -
Nosa
Rustenburg, South Africa 2015.04 - 2015.04
Skills
Printer troubleshooting
Remote Support
Network Troubleshooting
Software Installation
Hardware diagnostics
Asset Management
ITIL Processes
Problem-Solving
Customer Support
Certification
Intro to Service Management with ITIL, LinkedIn - Online, 02/01/24
Timeline
NQF Level 4 Certificate: IT Technical Support Learnership - Information Technology
Institute of Advanced Learning And Education
2024.05 - Current
IT Support Engineer
Nashua Bojanala
2023.04 - 2024.01
Help Desk Analyst
Momentum Metropolitan Holdings Limited
2020.09 - 2022.08
Customer Engineer
BCX
2019.03 - 2019.11
IT Technical Support Intern
Rustenburg Local Municipality & Mzansi online Libraries
2018.03 - 2018.11
IT Technical Support Intern
Netcare Ferncrest Hospital
2017.01 - 2017.07
Occupational Health and Safety -
Nosa
2015.04 - 2015.04
Level 2 IT Support Engineer
IT Naledi (Momentum)
2 2024 - 5 2024
Intro to Service Management with ITIL, LinkedIn - Online, 02/01/24
Microsoft Certified Professional : Server Administration
Azure Administrator Associate : AZ104
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