Pheladi Tjale
IT Support And Training Specialist
Kempton Park
Summary
Detail-oriented Technical Support Specialist with a strong foundation in telecommunications, retail, and customer service. Adept at troubleshooting complex technical issues with patience and precision, delivering exceptional Tier 2 and Tier 3 support while consistently exceeding expectations of coworkers and end users. Committed to fostering collaborative relationships across diverse teams and embracing a systematic work ethic that prioritizes integrity, accountability, and continuous learning. Eager to leverage problem-solving skills in a challenging role that encourages professional growth and the pursuit of new knowledge, exemplifying the belief that skills can be taught, but attitude is paramount.
Overview
2026
2026
years of professional experience
3
3
Certifications
4
4
Languages
Work History
IT Support and Training Specialist
Altron Health
2022 - Current
- Proper logging of every client interaction using provided business systems and according to standard operating procedures
- Provide day-to-day applications support, ensuring system functionality and resolving user issues
- User support and training on PMA, and third-party products
- Resolve general and technical queries using all platforms, i.e., telephonically and or remotely.
- Provide PMA based troubleshooting
- Receives requests for assistance from users in a pleasant and professional manner.
- Answer the telephone professionally while providing solutions and answers on Altron HealthTech related queries
- Act as the first point of contact for users experiencing issues with applications
- Conduct basic Installations on inhouse products
- Support system upgrades, patches, and version control, ensuring all updates are tested
- Guide clients through Altron HealthTech products and services as well as third-party products.
- Work closely with technical teams to identify root causes of recurring issues
- Adhering to standard operating procedures (SOPs) and best practices for system support
- Ensure all support service levels are met
- Manage and resolve customer complaints
- Unlock or reset user passwords
- Provide in-practice support for inhouse software
- Follow up customer calls where necessary
- Query escalation using proper channels like CRM and now NetSuite.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
Acting Lead
Altron Healthtech
2025 - Current
- leading and mentoring a CX 1st line team,
- monitoring and improving performance,
- resolving complex customer issues,
- analyzing customer feedback,
- collaborating with other departments,
- developing policies, and
- reporting on key CX 1st line metrics to ensure a positive customer journey and enhance customer retention and satisfaction
Desktop Technician
Altron Managed Solution (MDD/Massmart GRDC)
10.2017 - 04.2022
- Installing and configuring software applications
- Attending to calls within SLA (Business As Usual and Incident calls)
- Building and re-building laptops and desktops
- Providing support and break-fix solutions.
- Configuring APN and Tokens.
- Ordering of new IT stock.
- Configuring & setting up new joiner laptops and desktops.
- Working on projects (reshuffling, relocating desktops and laptops; I.T support; Migrating different domains from windows 7 to windows 8 and windows 8 to windows 10; data transfer via network; linking printers; triceps and POM configurations.)
- Troubleshooting technical problems and implementing solution
- Providing technical support via helpdesk systems.
- Troubleshooting POM / GNR printers and Barcode Printers
- Booking parts for repairs
- Ordering Laptops and desktops
- Providing remote support
- Installing and configuring cisco VPN
- Installing and configuring Fort client VPN
- Installing and configuring SAP ERP, MRP
- Help Networks with patching cables
- Installing and troubleshooting outlook 2010,2013 and 2016
- Unlock or reset user passwords
- Log or Close calls on Service Now
Training and Support Analyst
Med-e-mass (bytes healthcare solutions)
03.2016 - 09.2017
- The delivery of training to customers, on company products and service
- Ensures all work is carried out and documented in accordance with required standards
- Receives requests for assistance from users in a pleasant and professional manner.
- Provides support, telephone, on-site, and training users.
- Installs systems following standard procedures
Desktop technician
Bytes Managed Solution (Builders H/O)
03.2015 - 11.2015
- Installing and configuring software applications
- Attending to calls within SLA (Business As Usual and Incident calls)
- Building and re-building laptops and desktops on various domains.
- Providing support and break-fix solutions.
- Configuring Modems and Tokens.
- Configuring & setting up new joiner laptops and desktops.
- Working on projects (reshuffling, relocating desktops and laptops; I.T support; Migrating different domains from windows xp to windows 7; data transfer via network; linking printers and configurations.)
- Troubleshooting technical problems and implementing solution
- Providing technical support via helpdesk systems.
- Rebuilding & installing applications on Broker Laptops.
Cashier
Emperors Palace
09.2011 - 11.2014
- Managing floats
- Capturing vouchers on Opera
- Activate employees’ micros cards
- Close all open checks from outlets
- Pull out the employees zeard readings
- Balance all the transactions on the zeard readings
- While I was working in Emperor’s Palace, I used to volunteer in the IT department and help with:
- First line support to diagnose, troubleshoot
- Remote Support
- To carry out general maintenance of all IT infrastructure, hardware and software when needed
- I Have fair understanding of Gaming Systems and basic project management
Education
Diploma - Law
UNISA
01-2022
National Learnership Certificate - System Support NQL 5
Bytes People Solution
01-2015
National Certificate - Certificate in I.T Essentials (Equivalent to A+ and N+)
Bytes People Solution
Learnership National Certificate - System Support NQL 5
Bytes People Solution Midrand
11.2015
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Central Johannesburg College
01.2013
Grade 12 Matric Certificate - undefined
Ingqayizivele High School
01.2008
Skills
Analytical thinking
Soft skills training
Training program development
Cross-cultural training
Training delivery
Certification
Microsoft SC900
References
Reference available on request.
ABOUT ME
- Date of Birth: 24 September 1990
- ID Number: 9009240575086
- Sex: Female
- Nationality: South African
- Driver’s License: Code 10
- Residential Address: Unit 43 Everton Complex, Maritz street, Bergriver drive, Chloorkop
Timeline
Desktop Technician
Altron Managed Solution (MDD/Massmart GRDC)
10.2017 - 04.2022
Training and Support Analyst
Med-e-mass (bytes healthcare solutions)
03.2016 - 09.2017
Desktop technician
Bytes Managed Solution (Builders H/O)
03.2015 - 11.2015
Cashier
Emperors Palace
09.2011 - 11.2014
National Certificate - Certificate in I.T Essentials (Equivalent to A+ and N+)
Bytes People Solution
Learnership National Certificate - System Support NQL 5
Bytes People Solution Midrand
undefined
Central Johannesburg College
Grade 12 Matric Certificate - undefined
Ingqayizivele High School
IT Support and Training Specialist
Altron Health
2022 - Current
Acting Lead
Altron Healthtech
2025 - Current
Diploma - Law
UNISA
National Learnership Certificate - System Support NQL 5
Bytes People Solution