Keletso Theophillus Mashaba
Midrand
Summary
Helpdesk Support Manager at Netflow IT Solutions with expertise in operational efficiency and advanced troubleshooting. Managed support resources to ensure timely resolutions and strengthen customer relationships. Proficient in network configuration and team development, consistently exceeding service level agreements. Committed to identifying workflow improvements and enhancing team performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Helpdesk Support Manager
Netflow IT Solutions
Johannesburg
04.2021 - Current
- Managed availability of 1st line support resources across telephone and helpdesk systems.
- Ensured timely resolution of support requests within SLA, implementing escalations as necessary.
- Maintained comprehensive reporting for customer SLAs, management insights, and ad-hoc requests.
- Documented processes and systems for 1st line support to enhance operational efficiency.
- Cultivated strong customer relationships and managed expectations effectively.
- Executed advanced troubleshooting to resolve complex issues promptly.
- Supervised 1st line support team, approving leave requests and conducting monthly evaluations.
- Identified training needs and organized development initiatives for team members.
Helpdesk Technician & Acting Support Desk Manager
Netflow IT Solutions
12.2020 - 03.2021
- Service Desk Support Manager
Helpdesk Support Technician (Outsourced to Roos Foods KFC Franchise)
Netflow IT Solutions
11.2019 - 11.2020
- Helpdesk Support Technician
Support Desk Technician
Netflow IT Solutions
01.2019 - 11.2019
- First Line support
Support Desk Technician
Netflow IT Solutions
08.2018 - 01.2019
- First Line support
- Employment type: Internship
Education
CompTIA A+ Certified - Computer Information Systems
CTU Training Solutions
Johannesburg11.2018
Cisco IT Essentials Certificate - Information And Computer Systems
Jeppe College of Commerce And Computer Studies
Johannesburg, South Africa06.2017
Information Technology and Computer Science NQF Level 4 Certificate - Information And Communication Technology
Mopani South East TVET College
Phalaborwa, South Africa01.2016
Grade 12 - Higher Education Administration
Napscom Secondary School
Tzaneen, South Africa01.2012
Skills
- Network configuration and troubleshooting
- Printer diagnosis and setup
- Advanced remote support
- Microsoft 365 proficiency
- Hardware and software troubleshooting
- Network security implementation
- Mobile OS X and Linux configuration
- Analytical skills
- Problem solving
- Research capabilities
- Computer literacy in MS Office
- Strong work ethic
- Team collaboration
- Time management skills
- Interpersonal communication
- Pressure management
- Deadline adherence
- Self-motivation
Languages
Sepedi
First Language
English
Proficient (C2)
C2
Tsonga
Advanced (C1)
C1
Zulu
Intermediate (B1)
B1
Xhosa
Intermediate (B1)
B1
Certification
- C1
Accomplishments
- NetFlow IT Solutions Employee of the Year 2022
References
- Netflow IT Solutions, Mr George Hyland, CEO, 082 498 8816
- Roos Foods, Mr Stephen Blaikie, HOD (IT), 082 825 5741
- Mopani South East TVET College, Mr Boldwin Mokoena, Senior Lecturer (IT), 083 797 8351
Timeline
Helpdesk Support Manager
Netflow IT Solutions
04.2021 - Current
Helpdesk Technician & Acting Support Desk Manager
Netflow IT Solutions
12.2020 - 03.2021
Helpdesk Support Technician (Outsourced to Roos Foods KFC Franchise)
Netflow IT Solutions
11.2019 - 11.2020
Support Desk Technician
Netflow IT Solutions
01.2019 - 11.2019
Support Desk Technician
Netflow IT Solutions
08.2018 - 01.2019
CompTIA A+ Certified - Computer Information Systems
CTU Training Solutions
Cisco IT Essentials Certificate - Information And Computer Systems
Jeppe College of Commerce And Computer Studies
Information Technology and Computer Science NQF Level 4 Certificate - Information And Communication Technology
Mopani South East TVET College
Grade 12 - Higher Education Administration
Napscom Secondary School
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