Spending time with my family ,Going to trips together
Masilo Arthur Ralepelle
Senior Support IT Engineer
Johannesburg
Summary
Have been in the IT field for 10 years accumulated a lot of experience through the companies worked for that includes Telecommunications, Banking Sector, Pharmaceuticals, Automotive, Aviation as well as ICT companies.Worked with MS Products, Win 98,2000, ME, XP, Vista, Windows 7, Windows 8, Windows Server, MS Office Suites, MS SQL Server 2008, MS Exchange, Active Directory, also Lotus Notes, Cisco Switches, IBM SAN, Citrix, HP MFP Printers, SAP and Link Viewer, Crystal Reports, Office 365, Windows 10,Server 2012, Exposure to Hyper-V.
Offering solid foundation in technical problem-solving and strong desire to learn and grow in field service environment. Brings ability to quickly grasp new concepts and apply them effectively to real-world scenarios. Ready to use and develop troubleshooting skills and mechanical expertise in Technical Team Lead role.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Senior Field Service Engineer
Kiara Health
Kempton Park
08.2022 - Current
- Perform a superior level of technical support activities on a desktop support
- Responsible for support of various technologies ranging from hardware and software services
- Excellent communication skills, presentable, strong working relationship Team Lead, Operational Manager and Service Delivery Manager
- Provide advanced-level support
- Interface with HEAT process, tracking issues, updating client tickets with quality information, and insuring closure of calls
- Remote Support
- Test alternative resolution until customer request/incident is resolved
- Install, configure, troubleshoot and test contracted desktop application to meet contract specifications
- Record technical issues and report to the team lead
- Direct unresolved issues and report to next level of support
- Interface with other internal /external elements in tracking client issues
- Update tickets with quality of information ensuring closure of call in SA
- Regular communication within a team on incidents and requests
- Pro-active follow-up on escalated issues
- Be a team player with knowledge sharing and mentoring Field Service Engineers
- Contribute to the knowledge base
- Guide team members to improve productivity
- Work with team lead
- Comply with client policies, including Health and Safety requirements
- Conducting ethical business
- Troubleshoot and install mobile phones and tablets
- Managed approximately 30 incoming calls, emails and tickets per day from customers.
Senior Desktop Engineer
Datacentrix
Midrand
02.2022 - 04.2022
- Making sure to use BitLocker, computer must satisfy certain requirements:
- Supported operating systems: Windows 10 21H2
- For Windows 10, the Trusted Platform Module (TPM) version 2.0 or higher must be installed
- It must also be enabled and activated (or turned on)
- Before bitlocker HDD must be converted from MBR 2 GPT
- Making sure in the BIOS secure boot is enabled
- Also updating BIOS before Bitlocker
- Storing the Bitlocker key on a USB drive temporarily
- Then few days it uploads to Azure AD using Desktop Central
- Desktop Central manages policies and renaming of computer names
- BitLocker Overview: definition, importance, benefits and cybersecurity tools for optimal management
- Computers within an organization often harbor confidential information
- It is crucial to encrypt sensitive content within these computers so it is readable by only select, trusted personnel
- Otherwise, if any vital data is compromised due to new vulnerabilities or the negligent actions of users, it could be exploited
- If unauthorized changes are made to the data, because the content is encoded, those revisions will be made apparent, and immediate measures can be implemented to safeguard it
- Ensure compliance
- It is vital to abide by legal stipulations for archiving and transferring data
- Data encryption is paramount in data protection policies, including FISMA, HIPAA, and PCIDSS
- Contributed to company-wide technology refresh projects including hardware upgrades and software migrations.
Senior Support Engineer
Momentum MMI Holdings
Sandton
07.2020 - 12.2021
- Remotely support users and do walk in support
- Setup laptops using network boot with Windows 10
- Setup Office 365
- Setup Avaya and CIM Agent
- Assist with Telephony(Avaya) issues when customer care agents cant make calls
- Setup FortiClient VPN
- Enable user to sign in to Citrix Virtually and access customer policies
- Make sure emails and mobile device are connected to the network
- Check network access is enabled using Active Directory
- Install software via SCCM
- Making sure user can work remotely from home by ensuring 3G and VPN are connected so users can access network resources
- Setup email on mobile devices
- Making sure users can login into Teams for meetings remotely and training
- Installing Software such as Java to enable users to open resources such as Premia
- Enabling users to login to Human Hub for Human Resources application to be able to access leave, payslips and training material
- Support 3rd Party software to enable some user to connect to outsourced application
- Checking Network is up every morning, going through tickets and reassigning the ones that belong to other teams
- Supporting MacAfee Antivirus, assist with MacAfee recovery
- Attending meetings and training via Teams
Desktop Support Engineer and Networking
Electoral Commission of South Africa
Centurion
10.2021 - 10.2021
- Provide general IT support to all users based at the ROC
- Provide remote end-user support using remote desktop and other remote control tools
- Troubleshoot hardware and software errors
- Resolve connectivity issues at the ROC
- Setup and configure desktop PC's to the network
- Install application programs requested by the user
- Provide laptop support
- Re-imaging of desktop computers as required
- Basic printer troubleshooting and support
- Problem determination and resolution
- Liaise with engineers regarding PC, printer and peripheral repairs and call-outs
- Switch/Hub maintenance and management at the ROC
- Move IT equipment at the ROC
Desktop Engineer
Sandoz South Africa (Pty) Ltd
Spartan
04.2020 - 06.2020
- Migrate from Windows 7 to Windows 10
- Reimaging Computers using Acronis
- Adding Computers to the domain
- Loading Drivers
- Adding Printers
- Clearing hard drives using Blancco
- Using Sysprep to migrate
- Using Datacenter to deploy software
- Checking Network Connectivity
- Adding Users to the computer
- Installing Microsoft Office
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%'
Desktop Systems Engineer
Aurum Institute
Parktown
06.2019 - 03.2020
- Check if users' mailbox has been migrated to Exchange Online
- Contact users to arrange Migration Session Set up users' One Drive Account if it has not been set up already
- Assisting users with migration of documents on U: Drive and local storage to One Drive
- Train users on how to use One Drive
- Import PST's to specified folder in users' mailbox
- Archive PST's and copy to external hard drive
- Set up users' email on mobile device/s
- Responding appropriately to, and effectively resolving customer incidents, queries or complaints
- Direct unresolved issues to the next level of support personnel
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Help support, train and mentor other team members where necessary
- Identify and suggest possible improvements on procedures
- Travel to clients' sites/offices for execution of/assistance with above duties
Field Service Agent
Airports Company South Africa
Kempton Park
09.2016 - 05.2019
- Assist in providing both physical and remote support to Service Desk Agents, 2nd Level Experts and 3rd Level Experts
- To provide efficient and effective customer service to the company community
- Provide physical 1st level support and diagnostics, assisting the Service Desk Agent's (SDA's), 2nd Level Experts' (2LE's) and 3rd Level Experts (3LE's)
- Perform 1st Level Diagnostics in cases where the SDA 's cannot
- Assist with answering the phone during busy or peak periods
- Provide remote support to the SDA's and 2LE's
- Fulfill the role of SDA during busy / peak periods after hours and over weekends
- Build new workstations, laptops, printers and any other required hardware configuration that is not covered by other contracts
- Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration
- Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts
- Restore operating systems on workstations and laptops including Fids machines
- Support of CCTV
- Morpho Access maintenance and support
- Card Readers Support
- Cute and Cuss maintenance and support
- Conduct Fids rounds according to the agreed schedule to ensure effective operation of the Fids Infrastructure
- Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed
- Ensure that entries captured into ITSM are accurate paying attention to the description, journal entries and resolution fields
- Ensure attention to detail when selecting the correct Services, categories and subcategories
- Ensure adherence to all policies, process, standards and procedures
- Ensure compliance to IT security standards and best practice
- Action audit report findings as and when required
- Implement developed systems, timeously, for the Service Desk environment e.g.; trouble shooting guides, methodologies, operation manuals etc
- Actively find ways to improve customer service
- Provide customer service as per agreed SLA's and/ OLA's
- Constantly ensure that reference numbers are provided to customers / users when logging an incident
- Consistently conduct oneself in a professional, polite and technically sound manner
- Constantly speak coherently utilizing telephone etiquette techniques
Desktop Support Engineer and Networking
Electoral Commission of South Africa
Centurion
07.2016 - 08.2016
- Provide general IT support to all users based at the ROC
- Provide remote end-user support using remote desktop and other remote control tools
- Troubleshoot hardware and software errors
- Resolve connectivity issues at the ROC
- Setup and configure desktop PC's to the network
- Install application programs requested by the user
- Provide laptop support
- Re-imaging of desktop computers as required
- Basic printer troubleshooting and support
- Problem determination and resolution
- Liaise with engineers regarding PC, printer and peripheral repairs and call-outs
- Switch/Hub maintenance and management at the ROC
- Move IT equipment at the ROC
IT Workplace Specialist
BMW South Africa
Midrand
03.2016 - 04.2016
- Company Overview: Automotive Industry
- Software and Hardware installation as well as the support of all user complaints and requests logged onto Remedy
- Work accordingly to a Service Level Agreement to provide fast effective and efficient PC Support
- Monitor and control all queries related Future Retail IT Tools
- IT Auditing using Win Audit and Reporting using Excel
- Second Level Support
- Telephone support to clients connecting remotely to their PC's via Radmin
- Onsite support during roll out of Future Retail Project
- Configuring PC's running on Windows operating systems to connect dealer LAN
- Configuring Future Retail IT Tools to connect dealer LAN and Wi-Fi installation
- Configuration of all network printers
- Fault finding when a PC or Printer does not connect to the network
- Check connection speed
- Verify that DNS and Wins entries are connect
- Check whether DHCP or Static IP
- Repair network connection/Verify that the correct NIC Drivers are installed
- Disable onboard NIC and connect PCI NIC
- Automotive Industry
Support Engineer
EOH - Consulting Technology Outsourcing
Bedfordview
05.2013 - 03.2015
- Company Overview: Remote Support Engineer Tier 2
- Track calls for help desk assistance and resolution with CA (Call Logging System) and Make software upgrades, virus and spyware removal and Application Support
- Provide configuration assistance with handheld mobile devices for application downloads Exchange setups and syncs
- Configure, create and delete users on the BlackBerry Enterprise Server (BES)
- Assign Active Sync to the BlackBerry users on Active Directory
- Setup Air watch on Samsung S4's, Tablets
- Setting up iPhones and iPads for emails
- Setting up wireless networks,3G and VPN
- Offer remote users assistance with troubleshooting network connectivity testing and follow up support
- Manage remote access for users by means of Remote Control, MS Office Communicator, Remote Desktop Client and Terminal Services Manager (Citrix)
- Assign Software to user's machine using Config Manager or Omada
- Connect to the user's machine with SCCM Client check if all software's are installed and which ones are installed
- Remote to CAM Server's that are setup with Windows Server 2008
- Responsible for providing support for Windows XP/7 Operating Systems, Microsoft Office 2007/2010
- Installing the Windows Software's
- Setup MS Outlook for end user's and configure them to access emails from the MS Exchange Server, also assist the user with archiving and setting up the calendar for booking of boardrooms
- Assist user with MS Lync setting up meetings and video calling
- Troubleshoot and provide support for Exchange 2003, resolve active directory account and login Issues
- Add/Remove user to groups on Active Directory
- Escalated unresolved end user issues including network, outages to 3rd party departments for further research, and resolution
- Providing 24x 7 supports and on Call support to end users using remote access
- Setting up Network Printers and clearing print queues and resolving print spooler issues
- Support and maintain end user requirements, including troubleshooting, account maintenance
- Working on Tickets as per SLA basis to meet customer requirements
- Setting up PI Process Book and PI process Data and adding it as an add-in on Excel along with Historian that also is added on Excel as an add-in
- Configuring and Setting up SAP also troubleshooting any problems that might come up regarding connection and re-installation
- Remote Support Engineer Tier 2
Senior Desktop Engineer
Bayer Pharmaceutical
Isando
04.2008 - 05.2012
- Company Overview: Business Services IT
- Installations/Repairs/Training
- Install, modify, and make minor repairs to personal computer hardware and software systems, and provide technical assistance and training to system users
- Inspect personal computer equipment and read order sheet listing user requirements to prepare computers for delivery
- Install and assist service personnel in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives on user's premises, following design or installation specifications
- Loads specified software packages, such as operating systems, word processing, or spreadsheet programs into computer
- Answers client's inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommend or perform remedial actions to correct problems based on knowledge of system operation
- Enters commands and observes system functions to verify correct system operation
- Instructs user in use of equipment, software, and manuals
- Replaces defective or inadequate software packages
- Refers major hardware problems to service personnel for correction
- Systems Support
- Setting up of VPN connection via 3G, Network points, Cisco Switches, Backups with Tivoli on IBM SAN, Lotus Notes password, SAP, LAN, Active Directory
- Installing, configuring and administering Microsoft Windows 2000/XP Professional
- Managing and maintaining a Microsoft Windows Server 2003 Environment
- Planning, implementing and maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure
- Implementing, managing and maintaining a Microsoft Windows Server 2003 Network Infrastructure and Planning and maintaining a Microsoft Windows Server 2003 Network Infrastructure
- Conferences/Seminars
- Attends technical conferences and seminars to keep abreast of new software and hardware product developments
- Business Services IT
IT Helpdesk and Desktop Support
Standard Bank
Johannesburg
06.2007 - 04.2008
- System/Desktop Support
- To provide system support
- Second Level support to system users in terms of hardware and the environmental problems e.g
- Linking printers and imaging, PC Housekeeping, anti virus checks, hardware problems, basic MS Office and Windows problems
- Provide Desktop Support to Users, Installing In House Software to the Users Workstation, Creating Email and X Drives on the Users machine
- Provide Assistance Over the phone, when a user can't connect the server or they are having a problem printing
- Installations
- Installing, configuring and administering Microsoft Windows 2000/XP Professional
- Use remote desktop to fix computer related problems on the desktop
IT Specialist
Telkom SÁ
Centurion
06.2004 - 06.2007
- Company Overview: Telkom Internet
- Technical Support
- Installing, configuring a dialup connection for Microsoft Windows 95, 98, NT4, 2000, Millennium and XP
- Installing and configuring a new e-mail account in Microsoft Outlook and Outlook Express
- Troubleshooting modems, dialup connections, Microsoft outlook and express for emails
- Installing and configuring a new modem and ISDN network adapters for 64K and 128K
- Installing and Configuring ADSL Modems 384 MB, 512MB to 1024 MB, and also set broadband modems
- Installing and Configuring Internet on Apple Macintosh Troubleshooting Apple Macintosh
- Telkom Internet
Education
CCNA 200-301 Network Fundamentals - Network And System Administration
Simpli Learn
Online 10.2022 - 11.2022
MS-900 Microsoft 365 Fundamentals - Office 365
Udemy
Online 07.2021 - 07.2021
NSE1 - Cyber Security
Fortinet NSE Training Institute
Online 06.2021 - 07.2021
NSE 2 - Cyber Security
Fortinet NSE Training Institute
Online 06.2021 - 07.2021
ITIL Foundation v3 - ITIL
People Cert
Bedfordview 10.2014 - 10.2014
MCSE - MCSE
Torque IT House
Rivonia 06.2012 - 12.2012
PC Engineering (A+ And N+) Certification - A+ And N+
PC Training And Business College
Johannesburg 02.2003 - 11.2003
Matric - Matric
Mahlasedi High School
Johannesburg 01.2001 - 12.2001
Skills
- Good Communicating Skills written and spoken
- Good Customer Service Internal and External
- Understanding Of SLA's and the importance of SLA
- IT Operations in general
- Supervising skills
Additional Information
I have been in the IT field for 10 years I accumulated a lot of experience through the companies I worked for that includes Telecommunications, Banking Sector, Pharmaceuticals, Automotive, Aviation as well as ICT companies.
Health
Excellent
Driverslicense
Code10
Personal Information
Nationality: South African
Interests
Timeline
CCNA 200-301 Network Fundamentals - Network And System Administration
Simpli Learn
10.2022 - 11.2022
Senior Field Service Engineer
Kiara Health
08.2022 - Current
Senior Desktop Engineer
Datacentrix
02.2022 - 04.2022
Desktop Support Engineer and Networking
Electoral Commission of South Africa
10.2021 - 10.2021
MS-900 Microsoft 365 Fundamentals - Office 365
Udemy
07.2021 - 07.2021
NSE1 - Cyber Security
Fortinet NSE Training Institute
06.2021 - 07.2021
NSE 2 - Cyber Security
Fortinet NSE Training Institute
06.2021 - 07.2021
Senior Support Engineer
Momentum MMI Holdings
07.2020 - 12.2021
Desktop Engineer
Sandoz South Africa (Pty) Ltd
04.2020 - 06.2020
Desktop Systems Engineer
Aurum Institute
06.2019 - 03.2020
Field Service Agent
Airports Company South Africa
09.2016 - 05.2019
Desktop Support Engineer and Networking
Electoral Commission of South Africa
07.2016 - 08.2016
IT Workplace Specialist
BMW South Africa
03.2016 - 04.2016
ITIL Foundation v3 - ITIL
People Cert
10.2014 - 10.2014
Support Engineer
EOH - Consulting Technology Outsourcing
05.2013 - 03.2015
MCSE - MCSE
Torque IT House
06.2012 - 12.2012
Senior Desktop Engineer
Bayer Pharmaceutical
04.2008 - 05.2012
IT Helpdesk and Desktop Support
Standard Bank
06.2007 - 04.2008
IT Specialist
Telkom SÁ
06.2004 - 06.2007
PC Engineering (A+ And N+) Certification - A+ And N+
PC Training And Business College
02.2003 - 11.2003
Matric - Matric
Mahlasedi High School
01.2001 - 12.2001
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