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 CapeSkills
Empathy and patience
Network troubleshooting
Ticketing system proficiency
Guest complaint resolution
Client relationship management
Incident management
ITIL framework
Fluent in English, isiXhosa and isiZulu
Security awareness
Software knowledge
SLA management
Escalation management
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