Mpho Tshioma
Johannesburg
Summary
Results-driven Senior Technical Support Engineer with extensive experience in IT infrastructure and GDS systems. Skilled in managing helpdesk operations, optimising incident management, and ensuring reliable internet connectivity. Strong problem-solving abilities and a collaborative approach enhance client satisfaction and service delivery. Committed to continuous improvement and effective communication to meet diverse client needs.
Overview
14
14
years of professional experience
Work History
Snr IT Onsite Engineer
SevenC Computing
Johannesburg
08.2024 - Current
- Led migration of on-premises systems to Azure Cloud, significantly reducing operational costs and enhancing efficiency.
- Monitored cloud services using Azure Monitor, promptly identifying and resolving issues to maintain optimal performance.
- Resolved technical issues related to Azure environments, providing timely support to minimise downtime.
- Configured and maintained Azure Active Directory for secure access management and identity services.
- Analysed system logs and performance metrics in Azure, making recommendations for improvements based on findings.
- Analysed system failures and implemented corrective actions to prevent recurrence, enhancing system robustness.
- Oversaw the maintenance of critical infrastructure, ensuring operational reliability and safety standards were met.
- Identified opportunities for process improvements and led initiatives to enhance operational efficiency.
- Demonstrated outstanding technical troubleshooting skills, identifying problems promptly and precisely.
- Used exceptional planning and prioritisation skills to manage and resolve high volumes of incident tickets.
- Responded to emergency call-outs to provide immediate technical support and solutions. at short notice to provide tech support or fix software, systems or device malfunctions.
- Resolved service user requests within target timeframes.
- Installed new hardware and software to meet system specifications and user needs.
- Managed the configuration and installation of IT hardware and software, ensuring seamless integration into existing systems.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Fostered customer-focused culture within IT helpdesk team, resulting in improved customer satisfaction ratings.
- Resolved customer complaints through clear communication and effective problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Identified issues, analysed information and provided solutions to problems.
- Worked side by side with the test design staff to promote and boost test coverage.
- Built and maintained courteous and effective working relationships.
Helpdesk Sup and IT Engineer
Real Time Travel Connections
02.2014 - Current
- Managing a service desk function
- Acted as the primary escalation point for all 24/7 customers.
- Managing customer escalations investigating and responding in a timely manner
- Resolve incidents on-site and remotely
- Handled customer complaints, ensuring prompt resolution and satisfaction.
- Hardware & Software fault diagnoses and problem solving on PC's Printers and
- Fault diagnosis and problem solving on LAN (Ethernet)
- Load, Setup and customise software/hardware and install PCs, Printers, and peripherals
- Roll out Hardware and Software on site that holds 50 to 200 users onsite
- Setup and Support Microsoft 365 exchange
- Load, set up and provide administrative support on all Windows OS
- Participate in Customer IT projects
- Set up network monitoring system
- Provide accurate and comprehensive Ticket Notes
- Ensured documentation was produced and updated regularly.
- Adhere to internal Administration & Operational processes
- Participate as part of a team and individually
- Available to work after-hours if required
- Mining the helpdesk and after hour support
- Onsite engineer for International IT company
- Customised IT solutions to meet specific user needs, increasing overall satisfaction and long-term client retention.
- Coordinated with cross-functional teams to ensure compatibility and interoperability of new technologies with existing systems.
- Liaised between IT department and external vendors, negotiating service contracts for better cost-efficiency.
- Pursued professional development opportunities to enhance skills and knowledge.
- Company that has extensive IT and GDS knowledge especially in networking and communication
IT Support
KPG Media Technologies
01.2013 - 01.2014
- Provided first and second-level telephone technical support to clients.
- Provide phone support service to meet 24x7 SLA.
- Provided after-hours telephone support to clients.
- Delivered remote support to end users and management using Teamviewer and Anydesk.
- Closed all support calls within agreed SLA.
- Update database with call status and information and ensure all parties are informed.
- Ensure Servers are kept operational and maintained.
- Configuration of new router and wireless access points as per client request
- Identify and prepare parts for dispatch to the site or to engineers.
- Provide training to Helpdesk, Field Service Engineers
- Evaluate and understand new products for training purposes.
- Ensure all procedures are implemented.
- Ensure that all anti-static precautions are followed.
- Maintained cleanliness of testing areas after use.
- Coordinated site move and setup of new office environment.
- Compiled reports based on project specifications.
Internal Technician-intern
LAMONT IT
06.2012 - 12.2012
- Desktop Administration
- Installation of Desktop OS and Application Software
- Installation of hardware Drivers Software
- Configuration of Desktop and Laptop
- Assembly of Desktop Computer
- Installation and configuration of peripheral equipment e.g. modems, Printers etc.
- Installed and configured network hardware to establish reliable connectivity.
- Networking (running cables, installing access points)
- Setup of Internet Connectivity and cabling
- Installation and Configuration of anti-virus software
- Supported mining helpdesk by resolving technical issues for users.
- Basic training on Application
- Administered schedules and documentation to enhance operational efficiency.
Education
104 - Microsoft Certified: Azure Administrator Associate
The Microsoft AZ-104
Online01-2009
Diploma - Information Technology
PC Training and Business College
Johannesburg, GP01-2012
Skills
- Cloud Service Monitoring
- Cloud migration
- Microsoft 365 Exchange Online
- Microsoft Server Standard R 2019
- Linux Server
- Network configuration
- Server Management
- Helpdesk Management
- Service desk management
- Remote Support
- Technical troubleshooting
- Incident resolution
- Software Support
- OS Installation
- SharePoint
- OneDrive for Business
- Travelport Smart Point
- Amadeus GDS
- IT Administration
- Infrastructure maintenance
- System analysis
- System Performance Testing
- Risk assessment
- Risk mitigation
- Process improvement
- Documentation
- Customer support
- Customer escalation
- Customer relationship management
- Cross-functional coordination
- Team collaboration
- Team leadership
- Technical leadership
- Project Management
- Adaptive problem solving
- Creative problem-solving
- Leadership
- Workflow Development
- Nagios
- Remote Access Tools
- System Performance Testing
- Workflow Development
- Risk mitigation
Custom
Own transport
Personal Information
Notice Period: One Month
Timeline
Snr IT Onsite Engineer
SevenC Computing
08.2024 - Current
Helpdesk Sup and IT Engineer
Real Time Travel Connections
02.2014 - Current
IT Support
KPG Media Technologies
01.2013 - 01.2014
Internal Technician-intern
LAMONT IT
06.2012 - 12.2012
104 - Microsoft Certified: Azure Administrator Associate
The Microsoft AZ-104
Diploma - Information Technology
PC Training and Business College