Koketso Mogase
Boksburg
Summary
I am a highly motivated, driven and enthusiastic individual with 10 years experience in Customer Service and 8 years in Projects.
Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.
Overview
17
17
years of professional experience
Work History
IT Infrastructure Project Manager (EMEA)
Atlascopco Group
07.2021 - Current
- Delivery of projects against time, resource, money and scope requirements
- Define project success criteria and disseminate to involved parties throughout project life cycles
- Controlled costs throughout projects to keep operations in line with budget plans.
- Spearheaded project planning and management efforts to improve IT infrastructure
- Tested network's performance and created strategies to maintain integrity of overall infrastructure.
- Oversaw bidding, proposal processes & negotiated contracts with individual vendors.
- Responded to and remedied critical issues that could not be addressed by technicians.
- Led cross-functional teams to successfully complete IT projects.
- Ensure resource availability and allocation
- Documentation and report preparation for SteerCo’s & BRM (Business Relationship Meetings)
- Train Project Coordinators
- Deliver projects for the following:
- Network onboarding (Mergers & acquisitions)
- Full network refresh (LAN, WLAN, Servers, WLC)
- Windows 11 21H2
- SAP
- SDWAN Implementation
- Datacentre resizing
IT Project Co-ordinator
Dimension Data
11.2020 - 06.2021
- Maintaining and monitoring project plans, schedules & costs
- Determining project changes and litigating risks
- Developing and implementing project strategies
- Create a project management calendar for fulfilling each goal
- Met project deadlines without sacrificing build quality
- Managed projects from procurement to commission.
- Ensuring project deadlines are met
- Documentation and report preparation
- Organizing and participating in stakeholder meetings
- Third party management – manage outsourced contractors
IT Support Technician Project Administrator
JVR Africa Group
10.2016 - 04.2020
- Install, Configure and Troubleshoot PC operating systems
- Configure and Troubleshoot Printers and Multimedia devices
- Install and configure Windows Servers
- Install and run regular updates of Antivirus software
- Train users on all IT related software within the organisation
- Ethernet, WIFI, Fibre installation and maintenance
- Run induction programmes for all new staff
- Manage the procurement and installation of Office 365
- Setup Project plans, manage Project budget and costs
- Setup Project communication strategy
- Attend and contribute to Project management meetings
- Advanced skill in Ms Projects, Office 365 and Windows 10
Remote Desktop Team Leader
Bytes Systems Integration
11.2015 - 09.2016
- Train new call centre agents on all policies and procedures
- Monitor agents and contribute towards staff appraisals
- Create work rosters and shift allocations
- Delegate duties to staff members
- Organise on-going training to keep staff members up to date
- Perform audits to discover areas of weakness and fortify them
- Write regular reports to management
- Supervise call and maintain call quality
Remote Desktop Engineer
Bytes Systems Integration
01.2013 - 10.2015
- Resolve the root cause of incidents logged via the helpdesk
- Communicate and follow up on all open incidents/tickets
- Analyse urgency and resources required to resolve issues
- Documenting and reporting on calls logged and changes made
- Assist with network connectivity issues
- Create mail accounts and reset AD and mail passwords
- Install and troubleshoot 3rd party apps like Youtube, Winzip
- Run Windows updates and enhancements as required
Licensing Support Agent
Microsoft South Africa
01.2010 - 12.2012
- Activating and Licensing of Microsoft software for end-users
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Support of all Microsoft Software
- Provide billing assistance for sales of Microsoft Products
- Booking Microsoft Events for candidates
- Marketing and Upselling Microsoft Products
- Upgrading end-users to the latest Microsoft Software
- Escalating unresolved issues to Tier 2 Agents
Call Centre Agent
Multichoice
03.2008 - 11.2009
- Answer all incoming calls
- Identifying customer needs, clarify information
- Upsell products and retain customers
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Strong verbal and written communication skills
- Implemented and developed customer service training processes.
- Responded proactively and positively to rapid change.
Education
Grade 12 -
Morris Issacson High School
12-2003
Organisational Change Management -
Pink Elephant
Sandton, South Africa10-2025
Agile Project Management -
University of Cape Town
Cape Town, South Africa11-2024
Basics for Project Management (PMBOK) -
UNISA
Pretoria, South Africa11-2015
ITIL Foundation -
EXIN
Pretoria, South Africa07-2013
Mechanical Engineering N5 -
South West Gauteng College
Johannesburg, South Africa11-2006
Skills
- Ms Projects
- Office 365
- Windows 10
- Budget administration
- Proposal reviews
- Scope management
- Network infrastructure installation
- Database administration
- Configuration management
- Hardware and software maintenance
Personal Information
- ID Number: 891028 0330 083
- Date of Birth: 28 October 1986
- Driving License: Code C1
- Marital Status: Single
Languages
Setswana
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Afrikaans
Advanced (C1)
IsiZulu
Advanced (C1)
Educational Background
- Morris Issacson High School, Mathematics, Biology, Physical Science, Geography, Setswana, English
- Mechanical Engineering N5, 2006, South West Gauteng College, Mathematics, Engineering Science, Mechanical Draughting (AutoCAD), Mechanotechnics
- ITIL Foundation, 2013, EXIN, Introduction to ITIL, Fundamentals of IT Service Management, IT Service Management Lifecycle, IT Technology and Architecture, ITIL Key Concepts, Definitions and Objectives
- Basics for Project Management (PMBOK), 2015, UNISA, Introduction to the PMBOK, Project Lifecycle and Methodology, Project Feasibility Phase, Role of the Project Manager, Project Organisation Structures, Project charter and Project Close-out Report, Work Breakdown Structures and Gantt Charts, Project Teams and Project Leadership, Project Resource, Cost and Execution Management, Project Quality, Procurement and Risk Management
- Agile Project Management, 2024, University of Cape Town, Introduction to Agile Project Management, The Agile environment, Value-driven delivery and stakeholder engagement, Adaptive planning in Agile projects, Facilitating high-performance teams, Continuous improvement: product, processes, people, Quality and risk management, Agile Project Management frameworks in business
- Organizational Change Management, 2025, Pink Elephant - Currently studying
Timeline
IT Infrastructure Project Manager (EMEA)
Atlascopco Group
07.2021 - Current
IT Project Co-ordinator
Dimension Data
11.2020 - 06.2021
IT Support Technician Project Administrator
JVR Africa Group
10.2016 - 04.2020
Remote Desktop Team Leader
Bytes Systems Integration
11.2015 - 09.2016
Remote Desktop Engineer
Bytes Systems Integration
01.2013 - 10.2015
Licensing Support Agent
Microsoft South Africa
01.2010 - 12.2012
Call Centre Agent
Multichoice
03.2008 - 11.2009
Grade 12 -
Morris Issacson High School
Organisational Change Management -
Pink Elephant
Agile Project Management -
University of Cape Town
Basics for Project Management (PMBOK) -
UNISA
ITIL Foundation -
EXIN
Mechanical Engineering N5 -
South West Gauteng College
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