NICOLAS THEMBA MTHIMUNYE
Tech Enthusiast
Braamfontein
Summary
Skilled expert with experience troubleshooting computer hardware and software issues in customer-facing environments. Has extensive knowledge of standard operating systems, networking protocols, and technical support procedures. Competent at recognizing and addressing challenging technological issues. The technology-inclined individual has good troubleshooting skills and a customer-focused mindset. Experienced in providing user assistance for networks and software, as well as developing and implementing technical solutions. Capable of analyzing system performance and security to ensure an optimal user experience. Hardworking and dedicated job seeker with excellent organizing skills seeking an entry-level employment. Ready to assist the team in achieving the company's goals. I have a passion for investigating the latest advancements in technology and have established a broad interest in different programming languages as well as experience. Experienced in data analysis and digital system design.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
Work History
Help Desk Support Specialist
Technovera
08.2023 - Current
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
Support Technician
Technovera
07.2023 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to telephone, email and in-person inquiries regarding operation, use and repair.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Walked individuals through basic troubleshooting tasks.
- Completed inventory counts and organized supplies.
- Monitored systems in operation and quickly troubleshot errors.
- Updated documentation and produced reports.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Junior Software Developer
ekhonnector Dev Team
02.2023 - 07.2023
- Design User Interfaces, Architect logic structures, Writing System documentation, Providing tech support (installing systems remotely and physically), Writing daily report, which includes challenges, lessons, mistakes encountered in sessions, Closing deal with clients, gathering user/system requirements, Database design and integration
- Revised, modularized and updated old code bases to modern development standards, reducing operating costs, and improving functionality.
- Introduced automated diagnostics for sensor data collection and processing.
- Discussed issues with team members to provide resolution and apply best practices.
- Developed software for desktop and mobile operating systems.
- Translated customer requirements into written use cases.
- Participated in software field testing to verify performance of developed projects.
- Designed intuitive graphical user interfaces to improve user experience.
Tutor
Tshwane University Of Technology
01.2020 - 01.2022
- Helping students with following subjects: Mathematics, (C++ and VHDL) Programming, Logic design, Electronics, Computer Fundamentals
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Supported students with helpful study habits and exam strategies.
- Conducted tutoring sessions at schools, homes and public spaces.
- Developed methods to motivate and engage students in learning.
Education
Tshwane University of Technology
01.2019 - 12.2023
High School Diploma -
Hlomphanang Secondary School
01.2015 - 12.2017
Skills
Technical Support
Desktop Support
Software Installation
Systems Analysis
Hardware Diagnostics
User Support
Customer Service Expert
Complaint Resolution
Call Center Operations
Technical Troubleshooting
Hardware Upgrades
Technical Documentation
Application Support
System Maintenance and Repair
Basic Python
Basic C
VHDL Programming
Logic Designs
Digital Systems
References
- Lecture Kyle Stone, Games Programming, StoneK@tut.ac.za
- Lecture Jan Spies, Intelligence Industrial Systems, SpiesJJK@tut.ac.za
- Lecture Heimo Jeske, Technical Programming, JeskeHJ@tut.ac.za
- Manager Piyush Mani ,Technovera Manager ,piyush.mani@pelelbox.com
- Junior Manager Sello Tau ,sello.tau@pelebox.com
- Operations Manager Kgomotso Mokone ,kgomotso.mokone@pelebox.com
Timeline
Help Desk Support Specialist
Technovera
08.2023 - Current
Support Technician
Technovera
07.2023 - Current
Junior Software Developer
ekhonnector Dev Team
02.2023 - 07.2023
Tutor
Tshwane University Of Technology
01.2020 - 01.2022
Tshwane University of Technology
01.2019 - 12.2023
High School Diploma -
Hlomphanang Secondary School
01.2015 - 12.2017