Khutso Matshubeng
Midrand
Summary
Results-driven IT Support Specialist with a proven track record of ensuring business continuity and productivity through exceptional uptimes and consistent performance. Demonstrated expertise in tracking and resolving tickets to maintain seamless technical operations. Committed to combining preventive maintenance with rapid response times.
Overview
21
21
years of professional experience
Work History
Technical Support Engineer
Dell Computers
03.2008 - Current
- Email, phone, and chat support for EMEA countries
- Keeping within the turnaround time, according to the SLA contract.
- Updating incidents until resolution.
- Work on escalation where customer is not happy or issue is not resolved.
- Responds to and diagnoses problems through discussion with users.
- Provides support, identifies, researches, and resolves technical problems.
- Investigate causes and recommend resolutions to correct failures.
- Possesses and applies expertise on multiple complex work assignments.
- Document's problems in the support solution database for diagnostics and solution implementation.
- Understands and applies principles, concepts, theories, technologies, and standards of the professional field.
- Provide feedback for overall report (Weekly or quarterly)
- Ensuring that critical calls are monitored and acted on in accordance with set SLAs.
- Serve as contact for 1st and 2nd Level.
- Identification of recurring problems and incidents.
- Advise clients of possible preventative maintenance.
- Follow up and update all calls that are outstanding / still active
- Enhanced the performance of level 1 agents through comprehensive coaching on tools, compliance, and process.
IT Support
Bytes Technology
01.2006 - 02.2008
- Troubleshooting and logging all support calls.
- Follow up and update all calls that are outstanding / still active
- Keeping within the turnaround time, according to the SLA contract.
- Fault finding and implementation of solution on all hardware in a network.
- Configuring Network, LAN, WAN, and modem connection.
- Format, install, configure, and troubleshoot any related problem.
- The general support and maintenance of all personal computers.
- Analyze, perform troubleshooting on faulty computers.
- Coordinate with the internal IT staff and customers to resolve technical issues.
- Install and configure all client's software and hardware.
- Worked on the Bank card readers roll-out project.
Teller
Standard Bank
01.2005 - 01.2006
- Process routine account transactions
- Help Customers fill out deposit slip and stamp it
- Check photo identification
- Assist Customers at the drive through window
- Greet people warmly and direct them to appropriate personnel
- Record all transaction
- Promote bank products
- Report suspicious activity to police
- Count cash at beginning and end of shift.
Personal Admin
Net-O-Mania
01.2004 - 01.2005
- Answering calls and handling queries
- Writing minutes
- Preparing meeting rooms
- Managing, reviewing filing and office systems
- Managing Banking
- Reading, monitoring and responding to boss messages.
Education
Postgraduate Diploma in Information Technology - IT Management
Mancosa
Pretoria01-2022
BCOM in Information Technology Management - Information Technology
Mancosa
01.2021
Diploma in Business Analysis - Business Analysis
Faculty Training Institute
Rivonia01-2015
Certificate Programme in Business Analysis - Business Analysis
Faculty Training Institute
01.2014
MCITP: Enterprise Administration Windows - Information Technology
Career IT And Business College
01-2011
Highest Certificate in PC Engineering - Information Technology
Damelin Computer College
01-2002
Diploma in PC Engineering - Information Technology
Damelin Computer College
01-2002
High School Diploma -
Sebalamakgolo High School
01-2000
Skills
- Problem solving skills
- Interpersonal skills
- Communication skills (Written and verbal)
- Documentation
- Time management
- Supportive Personality
Personal Information
- ID Number: 8308280492082
- Date of Birth: 08/28/83
- Gender: Female
- Nationality: South African
- Driving License: Code 08
- Marital Status: Married
References
- Jappie Lorens, Manager (Net-O-Mania), 015 781 7812
- Joshua Sibanyoni, Manager (Bytes Manage Services), 082 400 2779
- Amanda Vangqa, Coach (Dell Computers), 072 695 0449
- Martin Tshabalala, Manager (Dell Computers), 084 078 8175
Languages
Sepedi, English and Tsonga
Timeline
Technical Support Engineer
Dell Computers
03.2008 - Current
IT Support
Bytes Technology
01.2006 - 02.2008
Teller
Standard Bank
01.2005 - 01.2006
Personal Admin
Net-O-Mania
01.2004 - 01.2005
Postgraduate Diploma in Information Technology - IT Management
Mancosa
BCOM in Information Technology Management - Information Technology
Mancosa
Diploma in Business Analysis - Business Analysis
Faculty Training Institute
Certificate Programme in Business Analysis - Business Analysis
Faculty Training Institute
MCITP: Enterprise Administration Windows - Information Technology
Career IT And Business College
Highest Certificate in PC Engineering - Information Technology
Damelin Computer College
Diploma in PC Engineering - Information Technology
Damelin Computer College
High School Diploma -
Sebalamakgolo High School