Mzwandile Magcuntsu
IT Support Engineer
43 De La Rey Road, Edenburg, Sandton
Summary
Dynamic IT Support Engineer at Discovery Limited with a track record of improving system performance and user satisfaction by proactive troubleshooting and efficient incident management. My experience in software installation and network diagnostics allows me to provide prompt solutions and encourage teamwork, which guarantees smooth technology integration and increased operational effectiveness.
Experienced with diagnosing and resolving hardware and software issues promptly and effectively. Utilizes advanced technical knowledge to ensure seamless operations and minimize downtime.
Overview
3
3
years of professional experience
4
4
Certifications
Work History
IT Support Engineer
Discovery
11.2023 - Current
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
IT Service Desk Analyst
Discovery
12.2022 - 10.2023
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
IT Technical Support Intern
Discovery
01.2022 - 11.2022
- Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
- Improved user satisfaction by promptly addressing IT issues and providing effective solutions.
- Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
- Collaborated with colleagues to implement innovative solutions for recurring technical challenges.
- Assisted users in navigating complex technical issues, fostering a positive experience with company technology resources.
- Conducted thorough testing on newly-implemented software solutions before deployment to guarantee optimal functionality.
Education
Certificate - CompTIA Security+
Torque IT
Johannesburg, South Africa 04.2001 -
Certificate - IT Technical Support (A+ And N+)
Altron Bytes People Solutions
Randburg, South Africa 04.2001 -
Skills
Software installation
Network troubleshooting
Remote desktop support
IT asset management
Hardware diagnostics
Data backup and recovery
Incident management
VPN configuration
Operating systems
Active directory
Certification
IT Technical Support Higher Certification
Timeline
Comptia Security+
09-2025
IT Support Engineer
Discovery
11.2023 - Current
IT Service Desk Analyst
Discovery
12.2022 - 10.2023
IT Technical Support Higher Certification
12-2022
Learn SQL and Foundations of Cloud Computing, Codecademy
09-2022
IT Technical Support Intern
Discovery
01.2022 - 11.2022
Responsive Web Development
09-2021
Certificate - CompTIA Security+
Torque IT
04.2001 -
Certificate - IT Technical Support (A+ And N+)
Altron Bytes People Solutions
04.2001 -
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