Lucas Molefe
Cyber Security Consultant
Cape Town,Western Cape
Summary
I've been working as a Support Specialist for over six years now and I've developed expertise in a variety of areas such as Windows and Mac operating systems, cloud platforms, and web technologies. I'm particularly skilled at providing quick and efficient technical support in high-volume MSP environments while ensuring data privacy and compliance.
At ESET Southern Africa, I'm currently working as a Cyber Security Consultant where I manage user accounts for a learning portal, implement new modules, and assist users with business-to-home deployments. As a cybersecurity specialist and trainer, I've had the opportunity to share my knowledge and insights on national TV and other media outlets, helping businesses and individuals to stay safe from digital threats.
I hold the following certifications: Aviatrix Certified Engineer, Microsoft Azure Fundamentals, and MikroTik, and I'm always eager to learn more. Currently, I'm pursuing training in HTML5, CSS3, and Javascript. Learning new skills is a passion of mine and I'm committed to delivering outstanding results in all that I do.
Overview
7
7
years of professional experience
Work History
Cybersecurity Consultant
ESET South Africa
Cape Town, South Africa
03.2024 - Current
- Answer tickets written per segment, per complexity (Consumer, SoHo, SMB up to defined seat size (299) High Complexity)
- Answer inbound support calls (Consumer, SoHo, High Complexity)
- Answer internal sales team queries
- Run webinars with Partners (Consumer, SoHo)
- Train Sales and Product teams on products
- POCs and Demos up to 26-299 seats
- Ownership on escalated tickets per complexity and segment [Up to Defined seat size 299]
- Join the Business Development Team on calls with customers
EOL on products - ESET Learning Vault Administrator
Technical Support Specialist
ESET South Africa
08.2023 - 03.2024
- Provided prompt email and service desk support to internal and external users, resolving issues efficiently.
- Addressed customer queries, ensuring data privacy adherence.
- Streamlined systems, processes, and data flow for enhanced performance.
- Implemented modules with minimal disruption, maximizing user satisfaction.
- Aided users in business-to-home deployments, ensuring exceptional service.
- Conducted and supported implementation delivery with client and internal departments.
- Administered ESET Learning Vault (ELV) overseeing user accounts, learning plans, password assistance, and connectivity issues.
- Organized and conducted engaging webinars for ESET partners, delivering training.
- Designed and delivered compelling webinars for internal and external audiences.
- Trained new customers during both onboarding and ongoing basis.
- Interacted with clients to resolve issues and answer software-related questions.
- Translated client requirements into configuration requirements.
- Used ticketing system and CRM to track and resolve open customer issues.
- Provided 2nd and 3rd level technical support and troubleshooting.
- Technical Support Excellence: Provided prompt email and service desk support to internal and external users, resolving issues efficiently.
Technical Support Consultant
ESET South Africa
07.2021 - 08.2022
- Provided telephonic, email, and service desk technical support to internal and external users
- Troubleshot and resolved customer queries while ensuring POPIA compliance
- Identified, tracked, and updated systems, business processes, and data flows
- Tested and implemented new modules and enhancements
- Assisted users with business-to-home deployments and tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Remotely assist user's using Zoho Desk, Anydesk and Teamviewer
- Translated complex technical issues into digestible language for non-technical users.
Service Desk Analyst
Logicalis SA
11.2020 - 07.2021
- Provided desktop support
- Remotely assist users using Anydesk and Teamviewer
- Managed Citrix and Cayosoft administration
- Proficient in Windows Server 2003/2008/2012/2016/2019, Microsoft Office suite, MS Exchange, and Active Directory
- Experienced with ticketing systems such as Service Now, KACE, Freshdesk, and Managed Engine.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
FTTH INSTALLATIONS TECHNICIAN
Vodacom
01.2020 - 10.2020
- Resolved, repaired, and installed fiber optics systems to ensure proper functionality
- Examined and replaced faulty and old fiber optic cables
- Organized and executed scheduled maintenance routines
- Conducted fiber splicing and rectified fiber optic problem areas
- Developed sensor indicators and conducted timely inspections to ensure system stability
- Executed premises cabling and fulfilled underground and underwater cabling requirements
- Monitored signal strength of different devices such as television and telephone to ensure optimal performance
- Formulated and maintained system records and designs.
Customer Service Representative
iiNet
06.2019 - 12.2019
- Managed large volumes of incoming phone calls
- Generated sales leads
- Assessed customers' needs to achieve satisfaction
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Provided accurate, valid, and complete information using the appropriate methods and tools
- Met customer service team sales targets and call handling quotas
- Handled customer complaints, provided appropriate solutions and alternatives within time limits, and followed up to ensure resolution
- Maintained records of customer interactions, processed customer accounts, and filed documents
- Followed communication procedures, guidelines, and policies
- Went the extra mile to engage customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Help Desk - Tier 1 Technician
Herotel
05.2018 - 05.2019
- Provided first and second-call resolution support to customers via telephone, WhatsApp, Webchat, and e-mail, including escalations from Help Desk Agents
- Provided advanced customer support, including mid-level technical questions such as local systems set-up, local network issues, compliance with data standards, and applying technical solutions to issues with established resolution methods
- Assisted walk-in clients as needed
- Logged requests through Herotel's ticketing system, managed ticket queue to ensure optimal support, and updated ticket status daily or as required
- Attempted to resolve issues permanently on the first call and same day, including following up and providing regular feedback to customers
- Configured routers and check for signal strength to tower
- Assisted onsite technicians with installations
- Test equipment and procedures for failure analysis.
Junior Technician
GRAPPLE IT (Contract)
01.2018 - 04.2018
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Built new workstations and installed windows
- Performed in-person program installations and OS setting changes to program specifications
- Performed setup and maintenance on desktops, notebooks, and delivered on-site support.
- Maintained and repaired technological equipment and peripheral devices such as routers.
- Assisted help desk customers by troubleshooting computer-related issues such as virus removal, password resets, email setup and software installs.
- Provided friendly, helpful customer service to over 10 customers daily
IT Computer Operator
Momentum Metropolitan Holdings Limited (Contract)
09.2017 - 12.2017
- Demonstrated knowledge of mini/mainframe and desktop computers, including operating systems and hardware operations
- Experienced in Windows, UNIX, and other operating system environments
- Experienced in data processing operations
- Familiarity with VMS operating system and batch scheduling concepts
- Capable of managing issues and alerts
- Ability to work with and collaborate with application teams and systems admins
- Experienced in problem management/escalation and verbal and written communications.
- Generated reports covering details about data, system operation, and error monitoring.
Junior Support Technician
National Association of Child Care Workers (Contract)
06.2017 - 08.2017
- Experience providing Active Directory assistance and answering user inquiries regarding computer software or hardware operation to resolve problems
- Proficient in building new workstations and installing Windows operating system
- Experienced in providing remote assistance on program installation and OS setting changes to program specifications
- Capable of providing support for wireless devices including desktops, laptops, printers, routers, and modems
- Familiarity with ensuring that all PC and network devices are up to date with most current installations and upgrades.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
National Certificate: Information Technology - Systems Development - Programming
IT Academy - School
Cape Town, South Africa 12.2023 - Current
Level 2 – 4: A National Certificate (Vocational), - Engineering And Related Design
Northlink College
Cape Town, South Africa12.2013
Skills
- IT Security Operations
- Network Security
- Information Security
- Cybersecurity
- Remote Support
- Incident Management
- User and Partner Training
- Customer Support
- Mobile Device Management
- System Administration
- Software Deployment
- Virtual and Cloud Technologies
- Technical Troubleshooting
- Mac systems
- Windows 10
- Ticket support system management
Languages
English
Bilingual or Proficient (C2)
Xhosa
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Cybersecurity Consultant
ESET South Africa
03.2024 - Current
National Certificate: Information Technology - Systems Development - Programming
IT Academy - School
12.2023 - Current
Technical Support Specialist
ESET South Africa
08.2023 - 03.2024
Technical Support Consultant
ESET South Africa
07.2021 - 08.2022
Service Desk Analyst
Logicalis SA
11.2020 - 07.2021
FTTH INSTALLATIONS TECHNICIAN
Vodacom
01.2020 - 10.2020
Customer Service Representative
iiNet
06.2019 - 12.2019
Help Desk - Tier 1 Technician
Herotel
05.2018 - 05.2019
Junior Technician
GRAPPLE IT (Contract)
01.2018 - 04.2018
IT Computer Operator
Momentum Metropolitan Holdings Limited (Contract)
09.2017 - 12.2017
Junior Support Technician
National Association of Child Care Workers (Contract)
06.2017 - 08.2017
Level 2 – 4: A National Certificate (Vocational), - Engineering And Related Design
Northlink College
Similar Profiles
Michelle KuriaMichelle Kuria
MARKETING MANAGER at ESET East AfricaMARKETING MANAGER at ESET East Africa
DUDUZILE NDWANDWEDUDUZILE NDWANDWE
Deputy Director at Cochrane South Africa, South African Medical Research CouncilDeputy Director at Cochrane South Africa, South African Medical Research Council
Francis KaleveraFrancis Kalevera
Acquire to Retire Analyst at Safaricom PLC, MPESA Africa, MPESA South AfricaAcquire to Retire Analyst at Safaricom PLC, MPESA Africa, MPESA South Africa