Kutlwano Morobane
Krugersdorp
Summary
IT support technician with extensive experience in troubleshooting hardware, software, and network issues. Successfully resolved technical incidents, minimizing downtime and enhancing user satisfaction through effective ticket management and responsive support. Dedicated to delivering high-quality IT solutions that improve business operations and productivity.
Overview
1
1
Certification
8
8
years of professional experience
Work History
IT Support Technician
Affinity Life Limited
, South Africa
07.2024 - Current
- Provided end-user technical support and troubleshooting across hardware, software, and network systems.
- Managed and resolved tickets through OTRS and Faveo ticketing system, ensuring timely support and user satisfaction.
- Ensured minimal downtime through proactive monitoring and quick resolution of technical incidents.
- Resolved connectivity issues, including Wi-Fi and LAN problems, to sustain uninterrupted network access.
- Provided clear and concise step-by-step technical support to guide clients.
- Used remote access to provide support to users in other branches or working from home
- Assisted with system upgrades, installations, and maintenance tasks.
- Set up new workstations for users with proper cables, equipment and software.
- Investigated reports of system errors, reproducing issues to accurately trace faults and implement effective solutions.
- Maintained an inventory of IT assets, ensuring accurate records for audit compliance by assisting Assets department.
- Worked with Active Directory to assist Infrastructure with queries
- Performed mailbox clean-up, enhancing organisation and streamlining user experience by reducing clutter.
- Organised and maintained a clean and efficient working environment within the IT support area for optimal productivity.
- Configure camera systems and complete installation following security and placement requirements.
Customer Care Agent
Affinity Life Limited
, South Africa
08.2018 - 07.2024
- Managed inbound customer service calls, addressing queries and complaints with professionalism and empathy.
- Resolved customer inquiries and concerns efficiently, ensuring high satisfaction levels.
- Responded to and resolved client inquiries efficiently.
- Manage real-time customer support via live chat using Tawk system.
- Manage client queries via WhatsApp support, coordinating timely, professional responses.
- Investigated and resolved issues reported through OTRS ticket system, enhancing customer support effectiveness.
- Managed OTRS ticket system, assigning tasks to streamline issue resolution process. OTRS ticket system.
- Utilised CRM software to record customer interactions, track cases, and follow up on unresolved issues.
- Processed refunds, exchanges and service requests for customers.
- Assisted complaints department with investigations and customer inquiry resolution processes.
- Assisted claims department with queries and claim submission processing activities.
- Maintained accurate records and documentation in compliance with regulatory standards.
- Coordinated distribution of PCM to agents, ensuring timely communication and receipt confirmation. ( please call me ) to relevant agents, coordinating delivery and confirmation of receipt.
Education
National Diploma - IT Network Management
Rosebank College
Braamfontein01-2023
Matric -
Princess High School
Roodepoort, GP01-2013
Skills
- Technical support
- Network troubleshooting
- Remote desktop support
- Active Directory management
- Computer backup management
- Data backup and recovery
- Technical documentation
- Asset management
- Troubleshooting proficiency
- Customer support experience
- Customer relationship management
- Hardware upgrades
Hobbies and interests
- Church Brass Band Captain
- Gamer
- watching movies
Certification
- Long Service certificate
Timeline
IT Support Technician
Affinity Life Limited
07.2024 - Current
Customer Care Agent
Affinity Life Limited
08.2018 - 07.2024
National Diploma - IT Network Management
Rosebank College
Matric -
Princess High School