Kgosiitsile Modisaesi
Remote Technical Support
Johannesburg,GP
Summary
Proven IT Specialist with a robust background at IBM, adept in network diagnostics and enhancing customer relations through effective problem resolution. Leveraged technical troubleshooting and critical thinking to streamline support processes, achieving a significant increase in user satisfaction. Specializes in remote support capabilities and VPN configuration, demonstrating a commitment to operational excellence and client trust. Quality-driven Technical Lead well-versed in IT best practices, project management requirements and tech support operations. Successful at building robust solutions for changing business needs. Driven professional enthusiastic about meeting market challenges with scalable technologies.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Remote Technical Support
Kyndryl
11.2021 - Current
- Provided remote technical support for customers experiencing difficulties with their devices, offering effective solutions that strengthened brand trust.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Provided remote technical support when needed, expediting issue resolution while minimizing technician travel time.
- Provided remote technical support for customers, resolving issues without the need for in-person visits.
- Assisted in troubleshooting technical issues that affected website performance, collaborating with IT support teams when necessary.
- Ensured timely resolution of technical issues encountered during implementation phases through close coordination with IT support teams and stakeholders involved in the process.
- Supported fellow sonographers by offering guidance and mentorship in areas including technical skills and best practices for patient interactions.
- Expedited issue resolution for staff members by serving as the primary point of contact between employees and IT support services regarding technical problems with computer systems or software applications.
- Collaborated with IT support teams to resolve technical issues related to transcription hardware or software promptly, minimizing downtime.
- Conducted training sessions for new team members, promoting a strong foundation in technical support procedures.
- Provided technical assistance to customers utilizing remote support tools.
IT Specialist
IBM
02.2014 - 10.2021
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Monitored systems in operation and quickly troubleshot errors.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
- Monitored systems in operation and input commands to troubleshoot areas.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Trained employees on new technologies, increasing competency levels across the organization.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Walked individuals through basic troubleshooting tasks.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
- Implemented user access controls to minimize unauthorized access risks while preserving operational flexibility for authorized users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with cross-functional teams to develop innovative IT strategies aligned with business goals.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
IT Specialist
IBM
01.2009 - 10.2011
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Monitored systems in operation and quickly troubleshot errors.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
No Degree - IT
Tshwane Universitity of Technologu
Tshwane 04.2001 -
Skills
Windows
Call Management
Computer Proficiency
Complaint resolution
Problem-solving abilities
Customer Relations
Problem Resolution
Critical Thinking
Live chat support
Technical Support
Microsoft Outlook
Microsoft Office Suite
Microsoft PowerPoint
System enhancement
Application support
Virtualization Technologies
Wireless area networking
Software Installation
Hardware upgrades
Wireless Networking
Network Administration
Desktop support
User Training
ITIL Processes
Cloud computing knowledge
Remote Support Capabilities
VPN Configuration
Customer Service
Network diagnostics
User Support
Service support
Hardware diagnostics
Ticket management
Customer service expert
Issue Troubleshooting
Technical issues analysis
Technical Troubleshooting
Mac systems
LAN/WAN
Remote Support
Application installations
Product Troubleshooting
TCP/IP
Wide-area Networks
Certification
Certified AZ900
Timeline
Certified AZ900
06-2023
ITIL
07-2022
Remote Technical Support
Kyndryl
11.2021 - Current
IT Specialist
IBM
02.2014 - 10.2021
IT Specialist
IBM
01.2009 - 10.2011
No Degree - IT
Tshwane Universitity of Technologu
04.2001 -