Kidwell Sakhele Zokhwe
IT Specialist
Cape Town,WC
Summary
IT/Ops Specialist supporting 101+ desktops, laptops, and printers, and also installing switches and routers already configured by the network administrator, by resolving 21–40 incidents per week with hardware and software troubleshooting, desktop repairs, and day-to-day technical issue resolution. Maintains stable workplace technology by restoring devices, resolving user incidents, and keeping systems ready for business use. Brings a practical mix of remote desktop management and Active Directory administration across support environments, including monthly user account moves, profile changes, and group membership updates.
Overview
1
1
Language
3
3
Certificates
25
25
years of professional experience
4
4
years of post-secondary education
Work History
IT/Ops Specialist
Telkom / BCX
07.1998 - 12.2023
- Job Title and Company (IT/Ops Specialist at Telkom / BCX)
- Job Type: Permanent
- From: 1998/07/01 - 2023/12/31
- Duties: End User Support. Installation, troubleshooting and repairing of end user hardware and Software. Installed operating systems including Windows 7, 10, and 11 using unattended installation through the staging server.
- Active Directory: Moving of user and computer accounts within containers. Granting of rights to user profiles.
- Analyzed customer feedback to identify service improvement opportunities.
- Developed and implemented process enhancements for operational efficiency.
- Coordinated cross-functional teams to streamline project workflows.
- Assisted in training new staff on system usage and best practices.
- Provided support for troubleshooting technical issues related to systems and tools.
- Facilitated communication between departments to enhance collaboration and productivity.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Additional BCX Contracts
- Foschini Group: Tablets configurations and installations in various Foschini departments. Helpdesk support for all Foschini group stores.
- Woolworths: Cisco Router, IP and wireless phones installations.
- Mac Steel: Software troubleshooting and repair
- Mac Bros: IP phones installation and configuration and desktops support.
- Bid Vest: Desktop support
- Spar: Installation of cisco routers at Spar stores
Telkom Foundation Schools Project
- Telkom sponsored underprivileged schools with computer labs.
- Server, printer and 20 desktops installations and setup.
- Creation of user accounts
Desktop Support
IEC
07.2006 - 11.2006
- Installed and set up VSAT for peer-to-peer network with 5 PCs, server, scanner, and printer. Compilation of the voting results and then sent the results to the head office in Kinshasa.
- Employer: IEC
- Job level: S6
- Section: IEC Desktop Support
- Period: 2006/07/01 to 2006/11/15
Education
National Diploma - Electrical Engineering
Peninsula Technikon
Cape 02.1994 - 06.1998
Telkom Centre For Learning
Cape Town, South AfricaHP CDWNS Qualification - HP Commercial Desktops, Workstations and Notebooks Service Qualification
HP
01-2018
ITIL (IT Service Management Foundation) - undefined
Exin
01-2007
Certified Novell Administrator - undefined
Torque IT
01-1999
Skills
Remote desktop management
Active Directory administration
Hardware installation & repair
Software support
Network troubleshooting
PowerShell scripting
System Center Configuration Manager
Windows Server administration
Incident resolution
Service desk support
Ticketing systems
User account management
End user training
ITIL incident management
Problem management
Change management
Printer support
Laptop support
Desktop deployment
Peripheral configuration
Escalation handling
Remote monitoring and management
Certification
Certified Novell Administrator
Timeline
Desktop Support
IEC
07.2006 - 11.2006
IT/Ops Specialist
Telkom / BCX
07.1998 - 12.2023
National Diploma - Electrical Engineering
Peninsula Technikon
02.1994 - 06.1998
HP CDWNS Qualification - HP Commercial Desktops, Workstations and Notebooks Service Qualification
HP
ITIL (IT Service Management Foundation) - undefined
Exin
Certified Novell Administrator - undefined
Torque IT
Telkom Centre For Learning