Karabo Moroka

IT Support Specialist

Printsol Document Services

01.2019 - 11.2024

Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
Reduced downtime with effective troubleshooting and timely problem resolution.
Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Managed backup and recovery of data assets to safeguard system availability.
Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
Updated software to safeguard against security flaws.
Installed and configured operating systems and applications.
Configured and tested new software and hardware.
Monitored system performance to identify potential issues.
Developed and implemented preventive maintenance procedures.
Assisted in development of system security protocols.
Generated reports to track performance and analyze trends.
Offered assistance in implementing and developing training programs.
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.
Helped streamline repair processes and update procedures for support action consistency.
Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
Assisted in the successful migration to a new server platform with minimal interruptions to business operations.
Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
Answered questions and provided information to customers about new software or hardware.
Created help desk tickets, troubleshot and resolved desktop issues.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Created user accounts and assigned permissions.
Responded to customer inquiries and provided technical assistance over phone and in person.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Researched and identified solutions to technical problems.
Configured hardware, devices, and software to set up work stations for employees.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Used ticketing systems to manage and process support actions and requests.
Managed high levels of call flow and responded to technical support needs.
Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
Diagnosed and troubleshot hardware, software and network issues.