Kudzayi Matsika
IT Support Engineer
CapeTown
Summary
A bright, talented and ambitious IT support Engineer who possesses self-discipline and the ability to work with the minimum of supervisors. Exposure to a wide range of technologies and able to play a key role in diagnosing hardware and software problems, ensuring that quality solutions meet business objectives. A good team player, deadline oriented, friendly personality and in possessions of great communication skills.
Overview
4
4
years of professional experience
7
7
Certificates
Work History
IT Support Engineer
Mukuru Shared Services
CapeTown
10.2018 - Current
- Diagnosed and troubleshot hardware, software and network issues
- Monitored system performance to identify potential issues
- Installed and configured operating systems and applications
- Assisted in development of system security protocols
- Patched software and installed new versions to eliminate security problems and protect data
- Helped streamline repair processes and update procedures for support action consistency
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Configured and tested new software and hardware
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Tested new software and hardware prior to deployment
- Offered assistance in implementing and developing training programs
- Developed and implemented preventive maintenance procedures
- Researched and identified solutions to technical problems
- Created user accounts and assigned permissions
- Installed, configured and maintained computer systems and network connections
- Generated reports to track performance and analyze trends
- Maintained servers and systems to keep networks fully operational during peak periods
- Configured hardware, devices, and software to set up work stations for employees
- Responded to customer inquiries and provided technical assistance over phone and in person
- Promoted efficiency among departments with prompt resolution of system issues
- Identified potential sales and cross-selling opportunities and informed supervisor
- Assisted with updating technical support best practices for use by team
- Responded promptly to incoming sales leads and requests for technical support
- Translated complex technical issues into digestible language for non-technical users
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Used ticketing systems to manage and process support actions and requests
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Configured hardware and granted system permissions to new employees
- Researched product and issue resolution tactics to address customer concerns
- Monitored systems in operation and quickly troubleshot errors
- Managed high levels of call flow and responded to technical support needs
Skills
Comptia A & Nundefined
Certification
Comptia N+
Timeline
Microsoft Certified: Security Operations Analyst Associate
02-2023
Microsoft Certified: Security, Compliance, and Identity Fundamentals
01-2023
Microsoft Certified: Azure Fundamentals
04-2022
Microsoft Certified: DevOps Engineer Expert
06-2021
Microsoft Certified: Azure Administrator Associate
10-2020
Comptia N+
10-2019
IT Support Engineer - Mukuru Shared Services
10.2018 - Current
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