Lebohang Nkhoesa
IT Helpdesk Technician
Pretoria,Gauteng
Summary
A Helpdesk consultant with a national diploma in information technology from Durban University of Technology, seeking any service desk/technician position in any IT department. During my diploma, I have developed an excellent eye for detail, due to the heavy demands of assignments and research.
As a result, I am also able to work under pressure. Especially when balancing my educational workload with my responsibilities of being a Scrum master in our final year project. I have also developed good communication and customer service skills as a Helpdesk agent at my current employer.
I deal with alot of technical issues (hardware and software related) which play a big role in enhancing my troubleshooting techniques. I am looking for a challenging, fast-paced environment within the technology industry to utilize my written knowledge and develop my creative skill set further.
I'll also be offering my knowledge and skills acquired outside the company. To utilize my technical skills and provide a professional service to customers by applying and honing my knowledge and working in a challenging and motivating working environment.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
Work History
Helpdesk Support Technician
Vexall PTY LTD
Centurion
04.2021 - Current
- Serve as the first point of contact for customers seeking technical assistance telephonically
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Direct unresolved issues to the next level of support personnel
- Ensure incidents are resolved on first contact and within set SLA’s
- Used JIRA Service Management ticketing system to manage and process support actions and requests
- Troubleshooting ans send up printers and network related issues depending on the connection and configuration of each device
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Linux Administration and troubleshooting issues ensuring smooth running of the operating system and software
- Monitored systems in operation and quickly troubleshoot errors.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Provided basic end-user troubleshooting and desktop support.
- Provided on-call support for critical issues related to Software.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Technical Support
Gauteng
Johannesburg
08.2020 - 07.2021
- Technical Manufacturing Initiatives (GTMI), Learnership
- I was enrolled fora 12 months technical support NQF level 4 learnership
- The learning process was conducted online andwe attended at Revolution Media Academy for practical's
- My duties included the following:
- Identifying hardware and software solutions
- Troubleshooting technical issues
- Diagnosing and repairing faults
- Resolving network issues
- Installing and configuring hardware and software
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Monitored systems in operation and quickly troubleshot errors.
Education
NCV Level 4 - Technical Support
Revolution Media Academy
Braamfontein 08.2020 - 07.2021
Certificate - SQL Fundamentals
SoloLearn Inc
Online (San Francisco) 01.2019 - 03.2019
National Diploma - Information Technology
Durban University of Technology
Durban 01.2016 - 11.2018
Certificate - Internet of Things (IOT)
Durban University of Technology
Durban 02.2017 - 05.2017
Matric - Science Stream
Moiketsi Graves Senior Secondary School
Matatiele 01.2011 - 11.2013
Skills
Personal skills - Problem Resolution, Team player, Attention to detail, Good communication
undefinedAccomplishments
- Installation of POS system, Dispensary terminals, printers and other network device
- Completed the installation of above mentioned for dischem pharmacy at Rustenburg mall as part of my job description at, This project was supposed to be completed in two weeks, but we managed to finish it in one week, which was advantageous to the employer and client as we could master the tests and focus on other upcoming projects.
Objective
To utilize my technical skills and provide a professional service to customers by applying and homing my knowledge, working in a challenging and motivating working environment.
Reference
- Ricardo Da Silva - Vexall PTY LTD
- Line Manager
- ricardo.dasilva@vexall.co.za
- 060 995 0806
- Hopolang Ntseho - Vexall PTY LTD
- Receptionist
- hopolang.ntseho@vexall.co.za
- 073 670 4415
- Francis Sathekge - Vexall PTY LTD
- Colleague
- Francissathekge@gmail.com
- 061 109 5695
Timeline
Helpdesk Support Technician
Vexall PTY LTD
04.2021 - Current
Technical Support
Gauteng
08.2020 - 07.2021
NCV Level 4 - Technical Support
Revolution Media Academy
08.2020 - 07.2021
Certificate - SQL Fundamentals
SoloLearn Inc
01.2019 - 03.2019
Certificate - Internet of Things (IOT)
Durban University of Technology
02.2017 - 05.2017
National Diploma - Information Technology
Durban University of Technology
01.2016 - 11.2018
Matric - Science Stream
Moiketsi Graves Senior Secondary School
01.2011 - 11.2013
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