KHENSANI JESSICA MBOWENI

• Service Desk
  • Serve as the first point of contact for users seeking technical assistance either remotely, or in person, or over the phone.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Perform troubleshooting (remotely/in-person/telephonically) through diagnostic techniques, pertinent questions, programs, and implement the solution(s).
  • Escalate unresolved technical problems to the next level of support personnel with the next level of difficulty.
  • Record events and problems and their resolutions logs
  • Install computer peripherals for users and connection of office automation devices
  • Identify and suggest possible improvement in procedures
  • Run reports to determine malfunctions that continue to occur
  • Install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
  • Support and maintenance of conferencing facilities and software, projectors, desktop/laptop setup, roll-out, and upgrades
  • Manage Service desk tickets on time
  • Support and participate in relevant disaster recovery activities
  • Incident and Problem Management
  • Configure and distribute ICT Assets
• Opened service tickets for clients, documenting user information and description of problem.
• Responded to customer inquiries via phone, email, or chat support.
• Resolved Level 1 technical issues with software, hardware and peripherals.
• Installed anti-virus programs on users' computers and configured them accordingly.

• Basic Syntax: Understand the basic structure and syntax of Python, including variables, data types, operators, control structures (if statements, loops), and functions
• Data Structures: Familiarize yourself with built-in data structures like lists, tuples, dictionaries, and sets
• Learn how to manipulate and access data within these structures
• Input and Output: Learn how to take user input from the console and display output
• Explore file handling operations, such as reading from and writing to files

• Assisting staff with IT queries related to their duties

• Assisting with website technical queries

• Anydesk remote support for all staff

Anti-Virus management and support Microsoft Outlook SMTP account setup

• Microsoft Office setup

• Management and maintenance of all IT equipment

• Sourcing IT equipment

• Installation of new IT equipment

• User software installation

• IT software account management

• Setup of Desktop/laptop for new staff

• Providing support to users regarding desktop use

• Making sure that all users have network

• Adding user to the domain

• Connecting users to network printers.• Sourcing IT equipment • Branch management access (retail pages)

• Developing windows forms apps in C# with Microsoft SQL
• Managed and maintained servers and network equipment
• Performed regular system backups and disaster recovery procedures
• Monitored system performance and made recommendations for improvements
• Microsoft SQL database management
• Monitoring MySQL server status
• Monitoring message services
• Maintenance of SQL Databases