Summary
Overview
Work history
Education
Skills
Languages
Custom Section
References
Timeline
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Mvano Matiwane

Stellenbosch,South Africa

Summary

Experienced IT professional with a strong background in incident management, SLA management, and help desk operations. Demonstrates exceptional communication skills and adaptive problem-solving abilities. Proficient in monitoring critical events, file management, software fault diagnosing, and network connectivity. Skilled in remote technical support, 2nd line support, and ITIL knowledge. Committed to ethical conduct and continuous improvement in coding practices. Career goal: to leverage technical expertise to enhance organisational efficiency and customer satisfaction.

Energetic Desktop Engineer with knack for solving technical issues and improving system performance. Implemented streamlined processes that reduced support ticket resolution times and enhanced user satisfaction. Known for strong problem-solving skills and proactive approach in maintaining and upgrading desktop environments.

Overview

7
7
years of professional experience
2022
2022
years of post-secondary education

Work history

Junior Desktop Engineer

City of Cape Town
Cape Town
01.2025 - 07.2025
  • Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
  • Diagnose and resolve hardware issues like faulty RAM, hard drives, motherboards, etc.
  • Install and update operating systems (Windows, macOS, Linux).
  • Install and configure commonly used software (e.g., Microsoft Office, antivirus, email clients).
  • Resolve software-related issues and application crashes.
  • Respond to user-reported issues via ticketing systems, phone, or in person.
  • Provide support for system login problems, slow systems, and network connectivity issues.
  • Perform regular maintenance like disk cleanups, software updates, and system optimization.
  • Apply patches and updates to keep systems secure.
  • Assist users in connecting to LAN/Wi-Fi networks.
  • Troubleshoot IP conflicts, DNS errors, or basic network connectivity issues.
  • Keep records of IT assets (computers, monitors, accessories).
  • Manage hardware movement and ensure accurate tagging.
  • Ensure antivirus and endpoint protection is up to date.
  • Help enforce data backup policies and security compliance.
  • Create and maintain guides, FAQs, and documentation for recurring issues and user onboarding.
  • Use remote tools (e.g., TeamViewer, AnyDesk, Remote Desktop) to assist users offsite or working from home.

Service Desk Agent

EOH
Cape Town
01.2025 - 04.2025
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
  • Addressed and resolved SLA issues promptly using an OTRS system.
  • Logged and completed reports to submit technical details to management.
  • Used support tickets to track and speed up incidents.
  • Monitoring ASOC dashboards (ISOC Disruptions, OBM & BSM) and send out communication to relevant support team.
  • Performing Siebel health checks, ICAP checks, VCOZA checks.
  • Monitoring Mozambique, Tanzania alarm and Lesotho alarms on NetCool tool and update/close the alarms on ITSM remedy.
  • Monitoring ASOC Service Disruptions for SA, MOZ, TZN, Kenya, Egypt & Ethiopia.
  • Compiling handover and reports for every shift.

Desktop Support Engineer

Esoftware Solutions
Cape Town
12.2022 - 06.2023
  • Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding.
  • Offered clear, reliable desk-side support to internal service users, rectifying issues quickly and accurately.
  • Assisted customers with software package installations, enabling high-performing IT systems.
  • Gave specialist guidance to less experienced colleagues to maintain or improve systems installation service.
  • Supervised tasks, delegating work to junior staff to complete jobs within deadlines.
  • Coordinated and oversaw user accounts creation, monitoring and maintenance, access levels and permissions in line with security procedures and delegations.
  • Used application management software to collect agreed performance statistics.
  • Constructed, installed, and tested customized configurations based on various platforms and operating systems.
  • Documented processes and procedures for technical resolutions to problems to be used in knowledge base accessible by all support staff.
  • Helped in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.
  • Collaborated with technology team members to enhance efficient operation of organization's desktop computing environment.
  • Interact with customers and process information in response to inquiries, concerns, and request about hardware and software.
  • Follow up and make scheduled call backs to customers where necessary.

Stock and Purchasing Controller

Imperial Fiat & Mitsubishi Motors
Cape Town
06.2018 - 03.2021
  • Cleaned and tidied storage areas to maintain health and safety standards.
  • Kept abreast of stock levels using inventory systems, modifying purchasing quantities and delivery frequency to meet customer demand.
  • Used inventory management system to maintain accurate order records.
  • Created and monitored KPI metrics from order placement to product delivery, maintaining high levels of customer satisfaction.
  • Registered new products and supported sales teams by issuing product samples and launch lists.
  • Established communication channels between suppliers, staff and customers to maintain control of inventory flow.
  • Devised and delivered initiatives to reduce operating costs and boost customer experience through up-to-date stock control measures and systems.
  • Addressed customer complaints on returns, refunds or exchanges and escalated complex issues to supervisors for action.
  • Organized stock areas and displays, facilitating product visibility with carefully labelled shelves providing access to goods.
  • Coordinated with managerial teams in controlling inventory through stock control policies and accountability measures.

Education

Business Analysis Support Practice - Soft skills for Business Analysis, Interacting in a Business Environment, Preparing a Business Case, Functional Specification Techniques

Faculty Training Institute (FTI)
Cape Town, WC

National Diploma - Information Technology, EUC Engineering, Programming (VB.Net, C++, C#), Software Engineering (Software, Hardware), Project Management, Software Development (HTML, CSS), Document Analysis and Design

Damelin
Cape Town, WC

ICDL Certificate - Information Technology, Microsoft Office (word, Excel, Presentation, Access), Gmail 2010, IT concepts

Damelin
Cape Town, WC

PC Support - Information Technology, A+, N+, End-user computer, Troubleshooting TCP/IP and configuration, Driving licence, Code 8

Damelin
Cape Town, WC

Skills

  • Incident management & SLA management
  • Communication skills
  • Monitoring event very crucial
  • File management
  • Software fault diagnosing
  • Software installation
  • Network connectivity
  • Remote technical support
  • Adaptive problem solving
  • Help desk operations
  • 2nd line support
  • ITIL knowledge
  • Coding
  • Ethical conduct

Languages

Xhosa
Native
English
Fluent

Custom Section

Driver's Licence: Code 8

References

  • Zandi Cuba - Line Leader, Incident Management , zandi.cuba@vcontractor.co.za, (078) 454 5240, Company Name: EOH
  • Olorato Kabasia, Project Manager, olorato@esoftwaresolutions.co.za, (073) 889 9430. Company Name: Esoftware Solutions
  • Justin Dearham - Senior Technician Information System and Technology, Justin.Dearham@capetown.gov.za, (083) 843 1838. Company Name: City of Cape Town - Civil Centre.

Timeline

Junior Desktop Engineer

City of Cape Town
01.2025 - 07.2025

Service Desk Agent

EOH
01.2025 - 04.2025

Desktop Support Engineer

Esoftware Solutions
12.2022 - 06.2023

Stock and Purchasing Controller

Imperial Fiat & Mitsubishi Motors
06.2018 - 03.2021

National Diploma - Information Technology, EUC Engineering, Programming (VB.Net, C++, C#), Software Engineering (Software, Hardware), Project Management, Software Development (HTML, CSS), Document Analysis and Design

Damelin

ICDL Certificate - Information Technology, Microsoft Office (word, Excel, Presentation, Access), Gmail 2010, IT concepts

Damelin

PC Support - Information Technology, A+, N+, End-user computer, Troubleshooting TCP/IP and configuration, Driving licence, Code 8

Damelin

Business Analysis Support Practice - Soft skills for Business Analysis, Interacting in a Business Environment, Preparing a Business Case, Functional Specification Techniques

Faculty Training Institute (FTI)

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