Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Mangati Maqakalana

Mangati Maqakalana

IT Helpdesk Agent

Summary

Experienced with troubleshooting and resolving technical issues to ensure minimal downtime. Utilizes effective communication and customer service skills to deliver high-quality support. Knowledge of IT systems and software ensures seamless user experiences and efficient issue resolutions have more than 5 years working in the IT support environment. I have more than 3 years working as a junior solutions support engineer and 2 years working as a IT Helpdesk agent/technical support. My career objectives are to acquire professional knowledge and skills in the Information Technology field and become a cross-platform IT Support.

Overview

9
9
years of professional experience
2026
2026
years of post-secondary education

Work History

IT Service Desk Agent

Cocre8 Technology solutions
07.2023 - Current
  • Manage IT service desk and incidents to provide efficient desktop support, aligned to SLA's and agreed standards
  • Providing 1st line support to users telephonically and remotely
  • Monitoring ticketing system and providing reporting on daily, weekly and monthly performance.
  • Resolving queries fast and effective and within agreed SLA's
  • IT hardware & software installation, support and repairs
  • Troubleshoot, fix, and repair mobiles, desktop, laptop and server issues
  • Providing users with access and unlocking accounts on company systems
  • Currently working here
  • Reason for leaving – Career growth to focus more on IT field and advance from Service desk.

Junior Solutions Engineer

Nashua Kopano
09.2017 - 03.2021
  • Installation and configuration of PCC client of Ricoh devices for the Papercut software
  • Synchronisation of users using Windows AD on the software and server. Uploading of users with batch imports
  • Server migrations and printer installations and firmware updates
  • Handling different tracking software for our office and clients.
  • Administration & documentation
  • Support – Client, End users
  • Reason for leaving: retrenchment – staff reduction

Data capturer and administrator

NdlebeMsuthu Attorneys
04.2016 - 04.2017
  • Administration & documentation
  • Answering client calls and doing followups
  • Keeping notes and updating Seniors and Attorneys

Education

Comptia A -

Torque IT

Comptia Network - undefined

Torque IT

Comptia SYO-701 - undefined

Torque IT

Comptia SKO-005 - undefined

Torque IT

ITIL 4 Foundation - undefined

Torque IT

MCSA: Windows Server 2012 - undefined

Broadband College, Cape Town Campus

Pearson BTEC Level 5 Higher National Diploma - Information systems, Computer Science, Software development & Databases

CTI Education Group, East London, Eastern Cape
East London, Eastern Cape
01.2012 - 01.2014

National Senior Certificate - Maths, Life Sciences, Computer Application Technology, English & Afrikaans

Bethel College High School
Butterworth, Eastern Cape

Skills

Empathy and patience

Personal Information

  • Available: 2 weeks notice (willing to relocate)
  • Driving License: C1

Timeline

IT Service Desk Agent

Cocre8 Technology solutions
07.2023 - Current

Junior Solutions Engineer

Nashua Kopano
09.2017 - 03.2021

Data capturer and administrator

NdlebeMsuthu Attorneys
04.2016 - 04.2017

Pearson BTEC Level 5 Higher National Diploma - Information systems, Computer Science, Software development & Databases

CTI Education Group, East London, Eastern Cape
01.2012 - 01.2014

Comptia Network - undefined

Torque IT

Comptia SYO-701 - undefined

Torque IT

Comptia SKO-005 - undefined

Torque IT

ITIL 4 Foundation - undefined

Torque IT

MCSA: Windows Server 2012 - undefined

Broadband College, Cape Town Campus

National Senior Certificate - Maths, Life Sciences, Computer Application Technology, English & Afrikaans

Bethel College High School

Comptia A -

Torque IT

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Mangati MaqakalanaIT Helpdesk Agent