Summary
Overview
Work History
Skills
Certification
Reference
Timeline
Generic
Khathutshelo Mangale

Khathutshelo Mangale

Senior Desktop Engineer
Kempton Park,Gauteng

Summary

Accomplished Desktop Support Engineer and Helpdesk Technician, adept in software and hardware installation, and exceptional in leadership and customer service. Spearheaded operational enhancements, significantly improving service delivery and maintaining stringent SLA compliance. Proven track record in asset management and technical support, ensuring high customer satisfaction and operational efficiency.

I wish to apply for the above post at the COC: 36 Assegai Wood Road Rooihuiskraal, Centurion

Overview

15
15
years of professional experience
8
8
Certifications
4
4
Languages

Work History

Senior Desktop Support Engineer

+OneX Solutions
03.2025 - Current
  • Perform customer support tasks (on-site or remotely ) for Airlink airline.
  • Creating, modifying, and deleting user accounts, groups, and Organisational Units (OUs) in Active Directory.
  • Performing standby duties on rotational basis
  • Travelling to different airports to perform installations
  • Acting as the first point of contact for user issues, escalating problems to higher support tiers if necessary.
  • Providing assistance via phone, in-person, or remotely with a patient, customer-focused, and friendly demeanor
  • Helping users with connectivity, product glitches, password resets, and operating system problems.
  • Diagnosing and resolving hardware and software issues for users.
  • Increased customer satisfaction by providing timely and effective remote support services.
  • Troubleshot potential problems and eliminated before issues escalated or cascaded.
  • Walked individuals through basic troubleshooting tasks.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
  • Documented support interactions for future reference.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Ability to diagnose and resolve technical issues efficiently in a fast-paced environment.

Desktop Support Engineer / 2IC Team Lead

ABSA Contact Center (Ulwembu Business Solutions)
02.2021 - 02.2025
  • Providing daily operational reports to Service desk and Regional Managers.
  • Resource Management –Ticket assignments and monitoring..
  • Technician coaching and upskilling.
  • Providing physical support and diagnostics, assisting the service Desk Agents'(SDA's), 2nd Level Experts
    (2LE's) and 3rd Level Experts (3LE's).
  • Responsible for all incidents being resolved within the defined time as per the agreed business SLA.
  • Ensure regular user feedback is taking place and proof of such is captured on the ITSM Tool (SNOW and or
    Forcelink).
  • Escalating relevant cases through the correct escalation paths or groups.
  • Ensure that incidents are distributed evenly between all support staff.
  • Logging calls on Service now and force link on campus and delegated tasks to appropriate departmental
    personnel.
  • Optimized PC performance through regular updates, patches, and system upgrades.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with ABSA policies.
  • Actively finding ways/ideas to improve service delivery.
  • APN, Avaya soft phone and VPN (cisco AnyConnect, FortiClient and Zscaller) configuration.
  • Installing software’s on SCCM, re-imaging Pc’s and installing computer hardware.
  • Delivered troubleshooting solutions to departments and console operators experiencing difficulties with
    software, hardware, and network connectivity.
  • Assist new joiners with tools and training materials.
  • Logs incidents and service requests and maintains relevant records.
  • Identify and classifies incident types and service interruptions.
  • Installing and configuration of banking applications i.e. BDP, BTP.
  • Remote workspace configuration and Set up.

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.
  • Track and document the progression of the work.
  • Follow up on calls and ensure that are closed within SLA.
  • Build relationships and trust with customers/ clients.
  • Providing support to users and being the first point of contact for error reporting.
  • Installing and configuring hardware and software components to ensure usability.
  • Repairing or replacing damaged or defective hardware such as (System board, Laptop screen,
    Ram,keyboard etc.).

CUTE Technician

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.
  • Leading a team of 2 – 3 technicians on
    site.
  • Assisting admin team with gateways and server issues.
  • Assigning calls to techs and informing standby persons if there is an outage.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.

Skills

Certification

Salesforce Certified Administrator

Reference

Vuyisile Madini - ABSA
Regional Manager
Vuyisile.Madini@absa.africa
0636807330


Lwazi Mathivha - Airlink
Branch Manager
LMathivha@flyairlink.com
0837939830


Ntombi Ndebele - Ulwembu Business Solutions

Team leader
Ntombi.Ndebele@absa.africa
0118463408

Timeline

Senior Desktop Support Engineer

+OneX Solutions
03.2025 - Current

Salesforce Certified Administrator

11-2024

Salesforce Certified Platform Developer I

11-2024

Microsoft Certified Azure Administrator Associate

11-2023

CompTIA Security+ - Computing Technology Industry Association.

01-2023

Desktop Support Engineer / 2IC Team Lead

ABSA Contact Center (Ulwembu Business Solutions)
02.2021 - 02.2025

Backoffice Engineer

SITA Aero
01.2016 - 06.2020

CompTIA A+ - Computing Technology Industry Association.

04-2011

CUTE Technician

SITA Aero
08.2010 - 12.2015

Technical Support Engineering NQF Level 4

08-2010

Certificate in Software Development

12-2007

National Senior Certificate

12-2005

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Khathutshelo MangaleSenior Desktop Engineer