Philani Comfort Mathebula
Pretoria
Summary
Dynamic IT professional with four years of experience in technical support and client service, eager to leverage expertise in a System Administrator role. Proven success in troubleshooting complex hardware, software, and network issues while delivering outstanding customer support. Skilled in Active Directory management, virtualization, and network support, with a track record of enhancing system efficiency. Quick to adapt and excel in fast-paced environments, bringing strong analytical skills and a commitment to continuous learning and improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Application Support Specialist
Smart Locking Logic
01.2023 - Current
- Provide first-line and second-line technical support to internal and external clients regarding Smart Locking Logic's application and related systems.
- Providing high-level monitoring support and administration on customer application instances.
- Executing recurring and ad hoc support tasks.
- Resolved customer inquiries via phone, email, and chat to enhance user satisfaction.
- Guided users through troubleshooting processes for smart locking systems.
- Troubleshoot application issues, diagnose root causes, and implement appropriate solutions to ensure optimal functionality.
- Document support interactions, including issue resolution steps, for future reference and knowledge base development.
- Monitor network performance and system health for anomalies and potential issues.
- Proactively identify and escalate critical incidents to ensure timely resolution and minimal disruption.
- Follow established procedures for system restarts, failover, and other operational tasks as needed.
- Deliver exceptional customer service by effectively communicating with clients and addressing concerns promptly and professionally.
- Maintain a positive and helpful demeanor while fostering strong client relationships.
ICT Support Technician
IIE Rosebank College
03.2021 - 12.2022
- Provide first-line technical support to faculty, staff, and students regarding college technology (hardware, software, applications).
- Conduct user account administration (password resets, permissions, Active Directory basics).
- Troubleshoot IT-related issues, diagnose root causes, and implement solutions to ensure efficient operation.
- Perform network device
configurations, software upgrades, and patch management activities
following best practices and security policies. - Install, configure, and maintain computer hardware (desktops, laptops, peripherals) within college facilities.
- Deployments through SCCM on over 2500+ Network nodes.
- Respond to network connectivity issues and perform basic network troubleshooting.
- Respond to user inquiries and requests in a timely and professional manner via phone, email, or in person.
- Document support interactions and solutions within a ticketing system for knowledge base development and future reference.
- Administer Assets and Licensing.
IT Assistant
IIE Rosebank College
07.2019 - 09.2020
- Provide first-line technical support to faculty, staff, and students regarding college technology (hardware, software, applications).
- Assist users with basic troubleshooting, software installation, and configuration.
- Assist with network administration tasks, including network point patching and cable management.
- Respond to basic network connectivity issues and perform initial troubleshooting steps.
- Assist with software installation and configuration for college desktops and laptops.
- Track and manage software licenses, ensuring compliance with college policies.
- Respond to user inquiries and requests in a timely and professional manner via phone, email, or in-person.
- Document support interactions and solutions within a ticketing system for knowledge base development and future reference.
Brand Ambassador
Rosebank College
01.2019 - 02.2019
- Represent Rosebank College at college fairs, career expos, and other promotional events.
- Engage with prospective students, answer questions about academic programs and student life, and generate interest in enrolment.
- Build relationships with high schools, community organizations, and potential industry partners.
- Assist with marketing initiatives by distributing flyers, brochures, and other promotional materials.
- Participate in social media campaigns to promote Rosebank College and its programs.
- Contribute to the positive image of Rosebank College by demonstrating a professional and enthusiastic demeanor.
- Assist with on-campus events such as open houses, information sessions, and student orientation days.
- Provide logistical support and ensure a welcoming environment for prospective students and guests.
- Collect and record data on prospect interactions, including leads generated and enrolment inquiries.
- May assist with reporting on the effectiveness of marketing and outreach initiatives.
Education
Diploma - Information Technology (Network Management)
IIE Rosebank College
01.2020
National Senior Certificate - undefined
Klipgat Secondary
01.2015
Skills
- Competent in Microsoft 365, PowerPoint, Excel, Outlook, and Google Sheets
- Proficient in troubleshooting and resolving technical issues related to application software
- Knowledge of working in Hyper-V and VirtualBox
- Experienced in Active Directory, DHCP, TCP/IP, DNS, and more
- Expertise in analyzing and diagnosing software problems to provide efficient solutions
- Experience in managing and maintaining servers, databases, and networks
- Familiarity with operating systems such as Windows and Linux
- Strong communication skills, both verbal and written, to collaborate with cross-functional teams and clients
- Ability to work under pressure and manage multiple tasks simultaneously
- Proficiency in documenting technical processes and procedures
- Excellent problem-solving skills, attention to detail, and analytical thinking
- Experience in providing customer support and training on software applications
Certification
- Institution: Udemy, Qualification: AZ900 Fundamentals with Simulations, Year: 2024
- Institution: Mind Luster, Qualification: Operating Systems, Year: 2023
- Institution: Mind Luster, Qualification: Networking Security, Year: 2023
- Institution: Cisco Networking Academy, Qualification: Introduction to Cybersecurity, Year: 2020
- Institution: Microsoft Imagine Academy
- Institution: Microsoft Digital Literacy, Year: 2015
References
available upon request
GOALS
Proactively leverage my 4+ years of IT experience in supporting ICT and application environments to deliver exceptional technical and network support to internal and external clients. Strive to become an asset to a reputable organization by exceeding customer expectations and resolving technical issues efficiently.
Timeline
Application Support Specialist
Smart Locking Logic
01.2023 - Current
ICT Support Technician
IIE Rosebank College
03.2021 - 12.2022
IT Assistant
IIE Rosebank College
07.2019 - 09.2020
Brand Ambassador
Rosebank College
01.2019 - 02.2019
National Senior Certificate - undefined
Klipgat Secondary
Diploma - Information Technology (Network Management)
IIE Rosebank College