Summary
Overview
Work History
Education
Skills
Languages
Certification
Projects
References
Timeline
Generic
Mkhanyisi Luthuli

Mkhanyisi Luthuli

Amanzimtoti

Summary

Results-driven Technical Support Engineer with over ten years of experience providing skilled technical support across several platforms and environments. Proven ability to troubleshoot and handle complex operating system, networking, and hardware issues while maintaining high client satisfaction. Capable of leveraging current training knowledge in Microsoft Intune, Autopilot, Windows PowerShell, Microsoft Azure, and Mac security to improve operational efficiency and manage cloud-based and macOS environments.

Skilled at establishing and maintaining excellent vendor relationships, allowing for quick resolution of escalated concerns and successful negotiation of favorable agreements. Passionate about ongoing professional growth, with a commitment to remaining current on developing technology and industry best practices. Seeking to bring technical experience and a proactive problem-solving approach to a dynamic team at [name the company], where [company values]

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior IT Support Technician

Mr Price Group
12.2022 - Current
  • Verify that all computers (including Windows versions, Netscope, Cortex, etc.) adhere to company security requirements.
  • Using ADAudit to determine all changes made to your AD resources including AD objects and their attributes, group policy, and more
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners
  • Add/Granting access to guest Wi-Fi using cisco Meraki dashboard
  • Utilize the call tracking system for recording all IT issues
  • Ensure that all computers are complaint to SCCM, Zscaler, Cortex and HDD are encrypted.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Trained junior technicians to improve their technical skills and increase overall team productivity.
  • Manage tasks with minimal supervision, completing projects and services on schedule and meeting Service Level Agreement (SLA) consistently
  • Ensure assets are recorded and tracked
  • Administrator of printers Papercut system
  • Administrator of MTN PABX system
  • Maintain the network printers for the group
  • Maintaining printer servers for the group
  • Ensure customer satisfaction by dealing professionally and effectively with all internal and external customers/clients
  • Occasional travel to other offices to provide onsite support when required
  • Ensures all work is undertaken to a high quality standard and adheres to all quality standard regulations
  • Performing routine maintenance on computer hardware and software systems, including updating OS and virus protection software
  • Testing new technology and developing new procedures for using it
  • Ensure that all users and computers are sitting in the correct OU on Active Directory.
  • Support Technician for all Mr Price Group Board members(internal & external), Managing Director, including Mr Price founder's office

IT Support Technician

Mr Price Group
11.2017 - 11.2022
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners
  • Creating extension for the company on Cisco unified CM console
  • Add/Granting access to guest Wi-Fi using cisco Meraki dashboard
  • Add/Granting access to guest Wi-Fi using Cisco unified CM Administration
  • Add/Granting access to new/old printers and managing the print server
  • Monitoring associate data sim card usage on Telkom portal
  • Azure Active Directory Admin (2FA reset)
  • Active Directory Admin
  • Monitoring and maintaining computer systems and networks
  • Ensure that work is carried out within agreed SLA and in accordance with department guidelines
  • Create, maintain, and distribute reports of progress to senior leadership
  • Explain and document technical issues in a clear way to clients/employees
  • Analysis of call logs in order to discover any underlying issues or trends
  • Performing electrical safety check on the company's computer equipment
  • Use call logging system to accurately record telephone requests
  • Providing technical support across the company (this may be in person, over the phone or remotely)
  • Setting up user profile after it has been added on AD
  • Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
  • Responsible for rental desktop computers and laptops upgrade
  • Repairing and replacing equipment if necessary
  • Testing new technology, apps and devices for the business
  • Possibly training junior staff members.

Senior IT Support Technician

Richfield Graduate Institute of Technology
01.2016 - 01.2017
  • Provisioning of first and second level LAN and Desktop support; Implementation, customization and maintenance of the remote software deployment
  • Provide LAN & Desktop advisory services to end users and IT technicians
  • Work closely with IT managers to ensure that all sites are functional
  • Work closely with Senior Managers in establishing the business objectives, defining strategies, drawing up
  • O395 support
  • Responsible for asset Management
  • IT Auditing
  • Supervising IT Technicians in KZN Campuses
  • Overseeing monthly IT reports for KZN Campuses
  • Technical support for KZN and Western Cape (+500 users)
  • Technical support for Head office
  • Printers and Computer repair
  • Technical support onsite, offsite and remotely
  • Resolve Technical Computer Problems
  • Resolve Computer User's Problems
  • Apply The Principles Of Installing, Configuring And Supporting
  • A Multi-User Networked
  • Desktop support
  • CCTV system installation
  • Installing computers, printers, phones, Wi-Fi, cabling onsite and offsite
  • TMS (Telephone Call Management) report
  • Phone code granted and refusal
  • Ethernet Networking
  • WI-FI Access Point installation and configuration
  • Manage a Helpdesk support team onsite, to ensure smooth operation
  • Responsible for all Audio visual and video conferencing
  • Technology Infrastructure by developing, implementing, supporting and administration pertaining to infrastructure
  • Assess And Provide Technical Advice On Networked Computer
  • Application Software
  • Use call logging system to accurately record telephone requests
  • Troubleshooting and repairing of pc's
  • Software and hardware installation.

IT Support Technician

Richfield Graduate Institute of Technology
01.2014 - 01.2016
  • CCTV system installation
  • Technical support onsite, offsite and remotely
  • Resolve Technical Computer Problems
  • Resolve Computer User's Problems
  • Printers and Computer repair
  • Installing computers, printers, phones, Wi-Fi, cabling onsite and offsite
  • Installing and configuring computer hardware, software, networks AP, printers and scanners
  • Responsible for asset management.

Student Advisor

Richfield Graduate Institute of Technology
01.2013 - 01.2014
  • Receiving inbound and outbound calls
  • ICAS prepare
  • Data capturing
  • Career adviser
  • Sending and receiving emails
  • Meeting Deadline and reaching Target
  • Making Follow ups potential customers/clients
  • Marketing
  • Registering Students
  • Community Engagements
  • Various product knowledge
  • Securing appointment for campuses.

Education

Bsc Degree in Information Technology -

Richfield Graduate Institute of Technology
Durbab, South Africa
06.2016

Diploma in Information Technology -

Richfield Graduate Institute of Technology
Durban, South Africa
12.2012

National Certificate in Information Technology -

Richfield Graduate Institute of Technology
Durban, South Africa
12.2010

Skills

  • Planning & organizing
  • Having a logical approach to problem solving
  • A strong understanding of professional software development practice
  • Attention to detail
  • Ability to meet agreed project and customer satisfaction targets
  • Repair skills
  • Remote Support
  • Windows PowerShell: Foundation skills
  • Issue Troubleshooting
  • Ticket support system management

Languages

IsiZulu
Bilingual or Proficient (C2)
English
Intermediate (B1)

Certification

  • Windows PowerShell: Foundation Skills
  • MS Windows Server 2016 (70-741)
  • Windows Powershell 5.1
  • Installation, Storage, and Compute with windows Server 2015 (20740)
  • Design, Build and Manage your own Cisco Meraki Network
  • Windows Deployment Services
  • MS Windows Server 2012 (70-410
  • Windows 10 Troubleshooting
  • Brilliant Customer Service
  • Mastering Group Policy on Windows Server 2012
  • The 11 Essential Career Soft Skills

Projects

Printer VLAN Change, January 2023 - July 2023 

Papercut (Follow me print), January 2022 - May 2023 

Active Directory PC naming convention, October 2022 - July2023

References

All references can be provided upon request

Timeline

Senior IT Support Technician

Mr Price Group
12.2022 - Current

IT Support Technician

Mr Price Group
11.2017 - 11.2022

Senior IT Support Technician

Richfield Graduate Institute of Technology
01.2016 - 01.2017

IT Support Technician

Richfield Graduate Institute of Technology
01.2014 - 01.2016

Student Advisor

Richfield Graduate Institute of Technology
01.2013 - 01.2014

Bsc Degree in Information Technology -

Richfield Graduate Institute of Technology

Diploma in Information Technology -

Richfield Graduate Institute of Technology

National Certificate in Information Technology -

Richfield Graduate Institute of Technology

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Mkhanyisi Luthuli