Kgomotso Aaron Kwapeng
Cosmo City
Summary
Highly adaptable professional with a strong focus on teamwork and meeting deadlines, consistently delivering exceptional service. Exceptional communication skills to effectively explain complex computer system functions in a manner easily understood by all. Excellent time management and analytical abilities for efficient and accurate completion of tasks.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Desktop Support Technician
Vox Telecom
03.2019 - Current
- Provide immediate first line support and daily assistance of all IT related issues
- Create, disable and delete users
- Assisting the system administrators, IT managers and head of IT with all IT related functions
- Upgrade computers
- Troubleshooting and problem solving of user issues (Local and Remote)
- Support the backup system if required & ensure they are available when required
- Assist Senior IT systems administrator with maintaining Server room (Switches, Router, UPS)
- Assisting with uptime and monitoring of the IT infrastructure
- Occasionally liaise with contractors for work done on Aircons, UPS, Generator, LAN Cabling and general electrical work
- Manage assets and software licenses - capture all details in IT equipment database
- Maintaining company IT standards and procedures, network security and confidentiality of information
- Hardware and Software - setup, repair, configure, troubleshooting
- Assisting with general tasks and administration or Ad-hoc tasks and problems
- Improving helpdesk turnaround time and escalation of any issues and calls
- Ensure prompt feedback to all calls assigned and do follow ups with users
- Assisting with the helpdesk function - logging and maintaining all support calls
- Service Delivery
- Incident Management
- Technical Support
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Desktop Technician
Effectiveness Company
03.2016 - 06.2017
- Client liaison and customer service principles (Be patient when dealing with difficult customers)
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Customer Engineer
Business Connexion
06.2014 - 12.2015
- IT Customer service
- Call logging and resource scheduling
- Create SAP Users
- Constant communication liaison with clients
Incident Management Administrator
BCX
06.2014 - 12.2015
- Extracted reports on ERP Remedy
- Created pivot charts called age analysis, which displayed: Requests that have been neglected
- Pended calls that have missed the SLA
- Monitor slow responses on various sites
- Monitor trend of calls that have been logged so I can identify whether there is a problem on the server or field technicians must be sent on site
- Notify senior management first when a specific server is down
- Log incident register
- Close calls as per work instruction
IT Support Engineer
Kingsmead College
05.2009 - 06.2014
- Implement new procedures, troubleshoot and repairing network issues and install and configure switches
- Monitor performance stats and initiate relevant actions
- Ongoing desktop support and administration
- Take care of hardware and software issues and upgrades
- Any ADHOC IT related functions required by the business
- Installation, Configuration and Supporting of Microsoft Windows XP and Windows 7
- Call logging, manage printers and installations
- Manage Active Directory
- Troubleshoot Microsoft Office suite (Outlook, Word, Excel etc.)
- Administrate Office 365
- Setup and maintenance of staff MacBook devices dealing with all iOS issues
- Management of the school iPad banks: Make sure that the software is up to date, iPads must be charged daily
- Troubleshooting and finding solutions for device management within a primary school classroom
- Setting up and troubleshooting Smart Board as well as the Mimeo Board
- Run firmware upgrades on the devices
Technical Support Consultant
IStore
04.2008 - 05.2009
- Support users with technical issues both Windows and Mac
- Software Updates
- Diagnosing hardware and software related issues
- Supporting Microsoft Office suite (Word, PowerPoint, Excel, Outlook)
- Setting up and maintaining emails (POP3, IMAP, Exchange)
- Syncing Mobile devices with computers (Emails, Contacts, Calendars)
- Setting up and supporting cloud sync (iCloud, Microsoft Sky Drive)
- Installing and supporting Operating systems in Virtual machines (VMware/Fusion, Parallels, Virtual Box)
- Supporting Mobile devices (iOS Devices/iPhone's/iPads, iPod's)
- Supporting other Mobile devices such as Blackberry, Samsung, HTC, Nokia also syncing it with Macintosh based computers, but I'm also able to sync it with Windows XP + based systems
- Performing maintenance on Mac based systems
- Upgrading hardware on occasion in Mac Based systems
- Data Transfers (Windows to Mac)
- Basic Administration (filing completed job cards, shipping repairs and spares)
- Supporting Windows in a Dual booted environment (Boot camp)
- Following up with previous issues
- Updating and Maintaining Fincon Server (Financial application running on Windows server 2003)
Education
Microsoft Certified: Dynamics 365 Fundamentals (CRM) -
10.2023
Microsoft Certified: Power Platform Fundamentals -
04.2023
Microsoft Certified: Security, Compliance And Identity Fundamentals - undefined
10.2022
Microsoft Certified: Azure Fundamentals - undefined
09.2022
Apple Certified Support Professional 10.6 - undefined
06.2010
Diploma IT Networking - Information Technology
College Campus
02.2007
Matric - undefined
Topaz High School
01.2004
Skills
- Networks
- Windows OS
- Macintosh OSX
- Vendor relations
- Customer Service
- System configuration
- Team management
- HTML
- Wireless Modems/Routers
- Project Management
- Service Delivery
- Incident Management
- Technical Support
Timeline
Desktop Support Technician
Vox Telecom
03.2019 - Current
Desktop Technician
Effectiveness Company
03.2016 - 06.2017
Customer Engineer
Business Connexion
06.2014 - 12.2015
Incident Management Administrator
BCX
06.2014 - 12.2015
IT Support Engineer
Kingsmead College
05.2009 - 06.2014
Technical Support Consultant
IStore
04.2008 - 05.2009
Microsoft Certified: Security, Compliance And Identity Fundamentals - undefined
Microsoft Certified: Azure Fundamentals - undefined
Apple Certified Support Professional 10.6 - undefined
Diploma IT Networking - Information Technology
College Campus
Matric - undefined
Topaz High School
Microsoft Certified: Dynamics 365 Fundamentals (CRM) -
Microsoft Certified: Power Platform Fundamentals -
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