Reading Tech books
MPUMELELO NONTSIMI
IT Technical Support
Krugersdorp,GP
Summary
Dedicated and experienced Service Desk Remote Support Agent and Desktop Support Engineer with over 10 years of IT technical support expertise, including a successful tenure at Altron Digital Business. A strong commitment to customer satisfaction drives the pursuit of continuous service improvement processes while mentoring junior team members. Recognized for a proactive approach to problem-solving and a passion for excellence, consistently striving to achieve the title of Service Desk of the Year. Holds a Diploma from Boston Business College, providing a solid foundation in business principles and practices.
Overview
22
22
years of professional experience
1
1
Certification
4
4
Language
Work History
Snr Service Desk Remote Support Agent
Altron Digital Business
03.2018 - 01.2026
- Provided exceptional remote support, enhancing customer satisfaction
- Resolved technical issues, reducing average ticket resolution time
- Trained and mentored new agents, improving team efficiency and performance
- Utilized troubleshooting tools, consistently achieving first-contact resolution
- Implemented feedback systems, driving continuous improvement initiatives
- Collaborated with cross-functional teams to enhance service strategies
- Delivered personalized support, fostering long-term client relationships
- Maintained knowledge databases, improving self-service resources
- 1st line Support in Networking
- Working on Active Directory
- Working on Exchange admin center
- MS Office 365 troubleshooting
- VPN Configuration
Remote Technical Support
Premier Foods (Dimension Data)
01.2015 - 12.2015
- IT Technical Support Remote Support
- Provide clear and concise technical guidance to customers via phone, email, or chat
- Maintain accurate records of customer interactions and issue resolutions
- Contribute to the development and maintenance of a knowledge base
- Work with internal teams, vendors, and customers to resolve technical issues
- Use remote desktop tools to access and troubleshoot customer systems
- Use ITSM logging system
- First line Network Troubleshooting
- Cable cleaning
- First line Print Support
- Working on Active Directory
- Creating mailboxes on Exchange Server
System Support Engineer
SAB (Business Connexion)
01.2011 - 01.2013
- 1st line Support in Networking
- Working with MS Office
- Working on Active Directory
- Setting up IP phones
- Joining Wires Terminal to the Citrix Server -
- SAP Configuration -
- SCCM - installing Software and Hardware -
- Refresh (Projects)
- Technical Support
- Resolving tickets within SLA
- Auditing printer cartridges
Desktop Support Engineer
Rand Merchant Bank (Dimension Data)
02.2006 - 02.2008
- Identify and resolve hardware, software, and network issues
- Provide assistance via phone, email, or in-person
- Install, configure, and maintain desktops, laptops, and mobile devices
- Install and update operating systems, applications, and drivers
- Perform basic repairs and replacements of hardware components
- Maintain accurate records of issues, resolutions, and user interactions
- Provide basic training and guidance to users on software and hardware usage
- Working on Projects
- Office 365 deployment
Technical Support
Calvery Technologies (Learnership)
01.2004 - 02.2005
- Receive, document, and resolve technical issues via phone, email, or chat in-person
- Analyze and troubleshoot hardware, software, and network problems
- Provide step-by-step instructions and guidance to Boston College Students
- Resolve technical issues promptly and efficiently
- Stay up-to-date with new technologies, products, and services
Education
Some College (no degree) -
01-2010
Configuring Windows 7 Completed - Active Directory Completed - Network Infrastructure Completed
Higher National Diploma - Project Management, Computer Architecture, Communications, Computer Systems, Fundamental Concepts, Occupational Health and Safety, Helpdesk, Network Infrastructure, Windows, Business English, N+
01-2005
Excel (Level 1 And 2) - Word - Access - Distribution - FrontPage - Windows 1,2,3 - OfficeWindowsXP - Business English - PowerPoint - A+ - Internet - General Office Practice - Intro to PC
Skills
Technical Support Engineer
Accomplishments
Runner up Service Desk agent of the year.
Certification
Driving licence category Code 30
Interests
Timeline
Snr Service Desk Remote Support Agent - Altron Digital Business
03.2018 - 01.2026
Remote Technical Support - Premier Foods (Dimension Data)
01.2015 - 12.2015
System Support Engineer - SAB (Business Connexion)
01.2011 - 01.2013
Desktop Support Engineer - Rand Merchant Bank (Dimension Data)
02.2006 - 02.2008
Technical Support - Calvery Technologies (Learnership)
01.2004 - 02.2005
PC Training - Some College (no degree),
Boston Business College - Higher National Diploma, Project Management, Computer Architecture, Communications, Computer Systems, Fundamental Concepts, Occupational Health and Safety, Helpdesk, Network Infrastructure, Windows, Business English, N+
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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