Philip Gerhard Botha
IT User Support Specialist
Cape Town
Summary
Professional in user support with strong track record in troubleshooting, customer service, and technical assistance. Known for fostering collaboration, adapting to evolving requirements, and delivering consistent results. Highly skilled in issue resolution, communication, and technology platforms. Reliable team player with focus on achieving objectives and enhancing user satisfaction.
Experienced with diagnosing and resolving technical issues for end-users. Utilizes blend of technical knowledge and communication skills to improve user satisfaction. Track record of maintaining strong understanding of IT systems and providing effective support.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
16
16
years of post-secondary education
Work History
IT User Support Specialist
Search Project
10.2022 - Current
- Provide first-line and advanced IT support for global office and remote staff, resolving technical issues quickly and efficiently.
- Manage user account administration, including Active Directory, Exchange, and JIRA, ensuring smooth staff onboarding and offboarding.
- Provision, configure, and maintain staff hardware and software, ensuring optimal performance and minimal downtime.
- Monitor systems proactively to identify and address potential issues, maintaining high system uptime and reliability.
- Apply security updates, patches, and antivirus measures to protect all corporate devices and networks.
- Coordinate with external vendors for hardware procurement, troubleshooting, and software licensing.
- Deliver one-on-one and group training sessions to employees on company software, tools, and IT policies.
- Test and validate new software releases for compatibility with enterprise systems prior to company-wide deployment.
- Support and maintain SCCM enterprise environment, Windows and MacOS OS imaging, and automated desktop deployment solutions.
- Administer Apple Remote Desktop, Windows Server, MacOS Server, and basic Linux systems, as well as core networking components.
- Maintain comprehensive and up-to-date IT documentation, processes, and compliance with corporate policies.
- Actively participate in IT projects, contributing to system improvements and supporting business growth initiatives.
- Collaborate closely with cross-functional teams to support company operations and ensure staff productivity.
- Adhere to IT SLAs, industry best practices, and internal security standards in all support activities.
ICT Support
Varsity College
01.2019 - 09.2022
- Managed the SQL databases for all students that required databases; created a security login and database for students.
- PRISM telephones: Set up, configure system profiles, and linking desk phones and Skype.
- Server setups: replacing RAM in servers, reloading a server, and up from scratch. Set up an old server as a file server to back up department’s data for migration to Teams.
- Install and configure Hyper V; use Hyper V to set up virtual machines on servers (e.g. WDS server for students).
- Set up IT systems for new staff members: Profiles, phones, and general introductions.
- Manage the assets at the college by setting up asset registers and completing asset disposal forms for assists that can be written off.
- Complete the TAR report weekly, this includes weekly reports of all network, software and hardware related aspects.
- Assisted with migrating all staff to Teams: moving all data over from the mapped drives of all the departments into Teams, being responsible for Teams support and training, and managing staff member issues.
- Provide customer service to faculty, staff, and students: face-to-face, via phone, and remotely.
- Managed all orders placed to suppliers and managed the PO book.
- Re-imaging computer rooms using deployment tools like WDS and MBT.
- Troubleshoot all desktop, printers, laptops, and phones; monitor the call logging system.
IT Technician
Business Technology
11.2017 - 11.2018
- Client and server infrastructure planning and administration (Microsoft).
- 3cx Phone system management.
- Active directory: Created users, assigned users to correct groups, created distribution groups, managed organizational groups.
- Provided computer helpdesk support on site, via remote desktop, and by phone.
- Assisted the Network Administrator with user setup, server maintenance tasks and PC-related system troubleshooting.
- Provided support for all hardware, software, and peripheral issues.
- Prioritized and handled active/new tickets while answering Helpdesk calls.
- Monitored and maintained computer systems and networks onsite and remotely.
- Delivered hardware to respective clients and installed Bloomberg keyboard and access cards.
Network Support & Web Content Man
Capvest Wealth Management (Pty Ltd)
01.2014 - 12.2017
- Communications, technical skills, writing, problem solving. Updating and installing new software, fixing network errors, network technical support, printer installations, and general networking.
Education
Associate of Science - Information Technology Management: Networking
Varsity College
Cape Town, South Africa 04.2001 - 01.2017
National Senior Certificate - Bachelor Pass
High School Hartbeespoort
Skills
Network troubleshooting
Teamwork and collaboration
Problem-solving
Time management
Technical troubleshooting
Effective communication
Interests
Mountain biking
General Health & Fitness
General Technology
Computer Hardware
CrossFit – also judging when not competing
Rugby and Cricket
Certified Health and Safety Officer; one of the Fire Marshalls at Varsity College
Current Situation
Currently working as an IT User Support Specialist, I have developed a strong understanding of our systems, users, and support processes. Over time, I have taken on additional responsibilities such as assisting teammates, handling more complex support issues, and contributing to process improvements. With the upcoming departure of our current Team Lead, I am motivated to step into the Team Lead role and apply my experience, knowledge of the team, and commitment to delivering excellent support.
Personal Information
- ID Number: 950923 5175 08 1
- Nationality: South African
- Driving License: Code B
Timeline
IT User Support Specialist
Search Project
10.2022 - Current
ICT Support
Varsity College
01.2019 - 09.2022
IT Technician
Business Technology
11.2017 - 11.2018
Network Support & Web Content Man
Capvest Wealth Management (Pty Ltd)
01.2014 - 12.2017
Associate of Science - Information Technology Management: Networking
Varsity College
04.2001 - 01.2017
National Senior Certificate - Bachelor Pass
High School Hartbeespoort
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