Mpho Bobejane
2nd Line Helpdesk IT Support & Skills Development Trainer
Johanessburg
Summary
Am detail-oriented, organized and meticulous employee that works at fast pace to meet light deadlines as well as enthusiastic team player that is ready to contribute to company success. Am a creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. 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.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Skills Trainer
GAAP Point Of Sale (Pty)
Johanessburg
12.2022 - Current
- Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
Level 1 Helpdesk Agent
GAAP Point of Sale (Pty) Ltd
Johanessburg
12.2021 - 12.2022
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Maximized use of hardware and software by training users and interpreting instructions.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as SQL database related and applications error system related.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Service Desk Analyst
In2IT Technologies (Pty)
Johanessburg
04.2021 - 10.2021
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Discussed customer concerns regarding product usage, billing or to promote improved user experience.
- Engaged in user support interactions via telephone, chat and email platforms.
- Maintained servers and systems to keep networks fully operational during peak periods.
Service Desk Engineer
Reckitt Benkiser South Africa (Pty)
Johanessburg
08.2020 - 04.2021
- Reviewed technical documentation to complete equipment maintenance and repair.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Resolved customer complaints in prompt, polite and professional approach.
- Trained and supervised staff on equipment maintenance and safety procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Workshop Engineer
RICOH SA (Pty)
Johanessburg
07.2018 - 10.2019
- Resolved production output error printing issues including quality image issues and line texture issues.
- Monitors ink and water balance and equipment operation to assure quality product; completes printing orders and/or time sheets and denotes materials used; operates a variety of bindery and collating equipment to assemble and finish product.
- Configured printers on network, maintain and ensured the proper function of standalone printers, scanners or network printers are working fine.
- Set up white printer to reproduce engineering drawing quality as well being responsible for printer maintenance and working whithin the deadlines during customer refurb printer on board in the workshop.
IT Technician
Katz Consulting (Pty)
Johanessburg
03.2017 - 11.2017
- Configured systems according to prescribed software and hardware frameworks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
Education
CompTIA A+ (Service Technician) - Information Technology
Richfield Graduate Institute of Technology
Kempton Park, Johanessburg 02.2017 - 05.2017
CompTIA N+ (Networking Essentials) - Information Technology
Richfield Graduate Institute of Technology
Kempton Park, Johanessburg 06.2017 - 08.2017
System Support (NQF Level 5) - Information Technology
Ikusasa Technology Solutions (Pty)
Midrand, Johanessburg 11.2017 - 11.2018
Technical Support (NQF Level 4) - Information Technology
Altron People Solutions (Academy)
Randburg, Johanessburg 03.2020 - 03.2021
Advanced Diploma in Data Science With R - Computer And Information Sciences
Alison (online Study Platform)
Online Study Platform 08.2023 - Current
Skills
Troubleshooting and Problem-Solving
Accomplishments
- Technical Support NQF Level 4
- System Support NQF Level 5
- CompTIA A+
- CompTIA N+
- Highest Grade Passed : Grade 12 Year : 2016
Reference
Company : Katz Consulting
Contact Person : Mr. Puleng M
Position : Manager
Contact Number : +27 10 594 4741 / +27 81 460 8619
Company : RICOH SA Company Limited
Contact Person : Lindo Mdluli
Position : L&D Department (HR)
Contact Number : +27 117235406 / +27 836411119 (Adele Olivier)
Company : In2it Technologies
Contact Person : Pari S
Position : Project Manager
Contact Number : +27 767922763 / +27 813630476 (Joe Nkuna)
Company : GAAP Point of Sale (Pty) Ltd
Contact Person : Skills Development
Position : Skills Development Assistance Manager
Contact Number : 063 600 7400
Contact Person : Mndeni Nkosi
Relationship : Brother
Contact Number : +27 799847676 / +27 813919135 (Petronella)
Timeline
Advanced Diploma in Data Science With R - Computer And Information Sciences
Alison (online Study Platform)
08.2023 - Current
Skills Trainer
GAAP Point Of Sale (Pty)
12.2022 - Current
Level 1 Helpdesk Agent
GAAP Point of Sale (Pty) Ltd
12.2021 - 12.2022
Service Desk Analyst
In2IT Technologies (Pty)
04.2021 - 10.2021
Service Desk Engineer
Reckitt Benkiser South Africa (Pty)
08.2020 - 04.2021
Technical Support (NQF Level 4) - Information Technology
Altron People Solutions (Academy)
03.2020 - 03.2021
Workshop Engineer
RICOH SA (Pty)
07.2018 - 10.2019
System Support (NQF Level 5) - Information Technology
Ikusasa Technology Solutions (Pty)
11.2017 - 11.2018
CompTIA N+ (Networking Essentials) - Information Technology
Richfield Graduate Institute of Technology
06.2017 - 08.2017
IT Technician
Katz Consulting (Pty)
03.2017 - 11.2017
CompTIA A+ (Service Technician) - Information Technology
Richfield Graduate Institute of Technology
02.2017 - 05.2017
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