Neo Bongani Sipho Sikosana
Team Leader Technical
Soshanguve
Summary
Experienced and results-driven IT Support Team Leader with a strong background in managing technical support operations, leading high-performing teams, and ensuring seamless IT service delivery. Skilled in diagnosing and resolving complex technical issues, implementing best practices in service management (ITIL), and improving support processes to enhance end-user satisfaction.
Working with cross-functional departments, mentoring support staff, and managing IT assets and helpdesk systems. Proven ability to balance planning with hands-on problem-solving in fast-paced, dynamic environments.
Committed to maintaining high standards of system availability, security, and performance.
Overview
10
10
years of professional experience
4
4
Languages
Work History
IT Team Leader Technical
Discovery Pty Ltd
01.2023 - Current
- Lead a team of 20 Desktop Support Engineers, overseeing the implementation of IT configuration policies and strategies to ensure the delivery of high-quality, first-level IT support to Discovery employees. Manage technical escalations, and evaluate, test, and roll out new technologies prior to company-wide deployment.
- Conduct regular training sessions and performance reviews to align team capabilities with quarterly and annual goals, ensuring alignment with organizational objectives and continuous service improvement.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
It Executive Support Engineer
Discovery Pty Ltd
01.2019 - 01.2023
- Set up windows Notebooks and Desktop with the company image OS, Responding to client IT support requests and issues.
- Service All discovery 150 Executives in all their IT Needs, Emails on the Phone set up, Laptop Replacements, Desktop Replacement, printer Set up, Ipad and IPhone configurations.
- Providing support of Security modules ie MFA, Microsoft Defender, Forcepoint and Microsoft DLP, Providing support on VPN Platform (Cisco Anyconnect and Global Protect)
- Conducted regular audits of systems, networks, and security protocols to maintain compliance with industry standards and regulations.
IT Service Desk Agent
Sita Soc Ltd
08.2015 - 12.2018
- Effectively manage and log IT-related incidents and service requests using BMC Remedy / ITSM9, ensuring all interactions are accurately documented in line with ITIL best practices.
- Provide responsive and efficient first-line technical support to end users via telephone and other communication channels, aiming to resolve issues at first contact wherever possible. Continuously monitor, prioritize, and analyze incoming support requests to identify patterns, recurring problems, and opportunities for process improvement. Collaborate with second- and third-line support teams when necessary, ensuring timely escalation and resolution of complex issues. Maintain a strong focus on service quality, user satisfaction, and adherence to SLAs.
Intern IT Technician
DG Store PTY (LTD)
04.2015 - 08.2015
- Install, upgrade, and provide support for printers, computer hardware, and authorized peripheral devices. Perform imaging and deployment of client software on desktops, laptops, and servers. Install, configure, and troubleshoot Windows 7, Windows 8, and Microsoft Office suites (2007, 2010, 2013), ensuring optimal performance and user accessibility.
Education
Diploma - Information Technology
PC TRAINING & BUSINESS COLLEGE (PTY)
01.2012
English, Mathematics, Northern Sotho, Mechanical Technology, Engineering Graphics Design And LO
Soshanguve Technical High School
Pretoria 04.2001 -
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Problem-solving
Mentoring
Quality improvement
Documentation and reporting
People management
IT Client service
References
- Authur, Makhaye, IT Center Manager,
- 011 312 0374,
- DG Store PTY (LTD)
- Mduduzi, Mkhwanazi, BPO Service Center Manager,
- Mduduzi.Mkhwanazi@sita.co.za,
- 012 482 3000,
SITA SOC LTD
- Sandile Shadrack IT Team Leader(Senior)
- SandileSh@discovery.co.za,
- 011 529 3828,
DISCOVERY PTY LTD
Interests
Reading Books, Socializing and software/web developing, watching Football
Timeline
IT Team Leader Technical
Discovery Pty Ltd
01.2023 - Current
It Executive Support Engineer
Discovery Pty Ltd
01.2019 - 01.2023
IT Service Desk Agent
Sita Soc Ltd
08.2015 - 12.2018
Intern IT Technician
DG Store PTY (LTD)
04.2015 - 08.2015
English, Mathematics, Northern Sotho, Mechanical Technology, Engineering Graphics Design And LO
Soshanguve Technical High School
04.2001 -
Diploma - Information Technology
PC TRAINING & BUSINESS COLLEGE (PTY)
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