Marcus Mndawe
Information Technology
Mbombela
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
IT Support Specialist
Telkom
Mbombela
06.2017 - 04.2023
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Managed backup and recovery of data assets to safeguard system availability.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Updated software to safeguard against security flaws.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Delivered onsite technical support for Number employees.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
IT Technician
Centerfield Software
Joburg
04.2016 - 06.2017
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Linked computers to network and peripheral equipment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
IT Intern
GVDM Attorneys
Mbombela
01.2015 - 12.2015
- Collaborated to assist support protocol development and offered consultation based on cross-functional knowledge.
- Researched new technologies to boost information security.
- Delivered assistance and support for team-based IT projects.
- Installed application software and upgrades, virus protection, and drivers.
- Updated firmware, pushed out files via FTP and troubleshot connectivity issues with remote monitoring equipment.
- Backed up administrative departments in back file scanning and document management imports.
Education
Diploma - Information Technology
Herriot Watt University
London 02.2012 - 10.2015
Certificate - Cloud Computing
Coursesa
Online 02.2023 - Current
Skills
PC component diagnostics
Issue troubleshooting
Technical Support
User credential management
Network diagnostics
Ticket support system management
Staff education and training
Technical issues analysis
TCP/IP
Data recovery
Desktop support
Mac systems
Software diagnosis
Hardware upgrades
Helpdesk call support
Technical equipment inspection
Manual writing
[Type] hardware
Backup and recovery
Telecommunications network oversight
Operating system management
Wireless area networking
Mobile device management
Timeline
Certificate - Cloud Computing
Coursesa
02.2023 - Current
IT Support Specialist
Telkom
06.2017 - 04.2023
IT Technician
Centerfield Software
04.2016 - 06.2017
IT Intern
GVDM Attorneys
01.2015 - 12.2015
Diploma - Information Technology
Herriot Watt University
02.2012 - 10.2015