Summary
Overview
Work History
Education
Timeline
Generic
Khathutshelo Mangale

Khathutshelo Mangale

Desktop Engineer
Kempton Park

Summary

Detail-oriented Desktop Engineer with 15 years of experience. Successful at troubleshooting and complex problem solving with fantastic customer service. Proven ability to troubleshoot and resolve technical issues, ensuring seamless user experience. Strong focus on team collaboration, adaptability, and delivering results. Skilled in hardware and software installation, network configuration, and system maintenance. Respected for reliability and effective communication. Demonstrates strong problem-solving abilities and capability to manage multiple tasks efficiently. Seeking to transition into new field, leveraging technical expertise and adaptability to contribute effectively in various roles.

Overview

14
14
years of professional experience

Work History

Desktop Engineer / 2IC Team Leader

Absa Contact Centre (Ulwembu Business Solutions)
02.2021 - Current
  • Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
  • Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
  • Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
  • Managed inventory of hardware components, ensuring availability for upgrades and replacements as needed.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Generated reports detailing findings and recommendations.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
  • Coordinated with vendors for timely procurement of necessary hardware components at competitive prices, maximizing budgetary resources while maintaining quality standards.
  • Implemented robust backup strategies to safeguard critical data from loss or corruption due to hardware failures or security breaches.
  • Ensured regular user feedback is taking place and proof of such is captured on the ITSM Tool (SNOW and or
    Forcelink)
  • Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to engineering supervisor.
  • Contributed to the development of IT best practices, keeping current with industry trends and advancements in technology.
  • Mentored junior team members on effective troubleshooting techniques, fostering a collaborative work environment focused on continuous improvement.
  • Served as a liaison between the IT department and end-users, effectively communicating complex technical concepts in understandable terms.
  • Set up and updated equipment for customer use in line with company standards and procedures.

Backoffice Engineer

SITA Aero
01.2016 - 06.2020
  • Perform customer support tasks (on-site or remotely ) for South African Airways, Mango, SA Express
    and Airlink airlines
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Following up on calls and tasks and ensuring that are closed within SLA
  • Provided timely resolution of system issues and concerns, maintaining a consistently high level of customer satisfaction.
  • Trained and mentored junior engineers, providing guidance and direction.
  • Analyzed performance metrics to identify trends and recommend strategies for continuous improvement within back office function.
  • Improved communication between departments by developing effective reporting tools for streamlined data sharing.

CUTE Technician /Team Leader

SITA Aero
08.2010 - 12.2015
  • Providing on-site support for all airlines at OR Tambo international airport
  • Ensuring that all faults are attended to and cleared within SLA.
  • Established performance metrics for technicians, driving accountability and continuous improvement within the team.
  • Mentored junior technicians, sharing knowledge and expertise to foster professional growth within the team.
  • Contributed to ongoing process improvements by identifying inefficiencies and suggesting innovative solutions.
  • Conducted regular team meetings to encourage collaboration, share updates, and address concerns.
  • Improved overall equipment reliability through thorough preventive maintenance procedures.

Education

Some College (No Degree) -

Timeline

Desktop Engineer / 2IC Team Leader

Absa Contact Centre (Ulwembu Business Solutions)
02.2021 - Current

Backoffice Engineer

SITA Aero
01.2016 - 06.2020

CUTE Technician /Team Leader

SITA Aero
08.2010 - 12.2015

Some College (No Degree) -

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Khathutshelo MangaleDesktop Engineer