Phindile Elias Shibambu
Onsite Support IT Technician
Johannesburg, Fairlands
Summary
- Adept at enhancing customer satisfaction and streamlining troubleshooting processes, I excelled at BCX by delivering 95% SLA-compliant IT support. My expertise spans from IT networking to providing exemplary customer service.
- Collaboratively working in fast-paced environments, I significantly improved network stability and efficiency, showcasing my technical and professional skills.
- To contribute my extensive IT expertise in a dynamic, team-oriented environment that fosters growth, challenges my skills, and allows me to deliver efficient solutions while supporting organizational objectives.
- Professional Onsite Support Specialist with strong focus on team collaboration and achieving results. Skilled in troubleshooting, hardware and software support, network setup, and customer service. Reliable and adaptable, effectively managing changing needs and challenges. Known for technical proficiency and problem-solving abilities, enhancing operational efficiency and user satisfaction.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
Work History
Snr Onsite Support Technician
BCX
03.2023 - Current
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Streamlined troubleshooting processes for increased efficiency and reduced downtime.
- Improved network stability by proactively monitoring performance metrics and identifying potential bottlenecks before they became critical issues.
- Diagnosed complex hardware and software issues, ensuring swift resolution of problems and minimal disruption for clients.
- Maintained accurate documentation of technical support cases, enabling effective knowledge sharing among team members.
- Delivered high-quality customer service while resolving challenging technical problems within tight deadlines.
- Delivered 95% SLA-compliant onsite IT support, maintaining 80% monthly productivity.
- Installed and supported hardware/software (e.g., Hipos/Winbranch/Flexinova/Datalogger FNB Speedpoints) across Gauteng and Namibia.
- Collaborated with third parties to resolve pump and system issues, ensuring client satisfaction.
FuelPos System Technician
Tokheim/TSG Solutions
03.2022 - 03.2023
- Install and configure Shell NAMOS/ FuelPos/Dover systems for retail fuel sites.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance thorough testing and analysis.
- Train managers and staff on system operation and troubleshooting.
- Document technical resolutions via ON-Key system, ensuring timely client updates.
Onsite Support Representative
UCS/BCX Technology Services
11.2013 - 03.2022
- Participated in regular product training sessions to stay current on updates and enhancements.
- Installed and tested EFT solutions, OPTS, and POS systems; coordinated with IT teams for troubleshooting.
- Delivered 95% SLA-compliant onsite IT support, maintaining 80% monthly productivity.
- Installed and supported hardware/software (Hipos/Winbranch/Flexinova/Namos and FNB Speedpoints) across Gauteng and Namibia.
- Collaborated with third parties to resolve pump and system issues, ensuring client satisfaction.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Contributed to building a positive work environment by maintaining strong relationships with coworkers.
Divisional MD, Packaging
APMG South Africa
02.2012 - 11.2012
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Trained in Germany on Ergopack Pallet Strapping Systems; introduced the product to South Africa.
- Managed sales, operation and maintenance of packaging systems.
Onsite Support Technician
Stowe Holdings Pty (Ltd)
07.2009 - 02.2012
- Installed and troubleshot hardware, software, and EFT/POS systems for corporate and retail clients.
- Certified as a System Engineer by Engen Petroleum Ltd.; provided remote and onsite support.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
Technician/Helpdesk Support
Sacred Heart College
05.2009 - 06.2009
- Supported desktop systems and peripherals, ensuring seamless network connectivity.
- Assisted with hardware/software procurement and troubleshooting.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Optimized network performance, conducting regular updates and patches to software systems.
- Tested systems, noting issues and completing preventive maintenance.
- Checked, repaired and repacked survival equipment to meet specifications.
Onsite Technician/Technician/Helpdesk Support Engineer
Smartfuel International
03.2008 - 04.2009
- Received positive feedback from clients due to exceptional customer service skills and extensive technical knowledge.
- Assisted with the installation and configuration of hardware and software systems, ensuring proper functionality.
- Improved customer satisfaction by providing timely and efficient technical support onsite.
- Contributed significantly towards increasing company revenue through upselling additional services based on the thorough understanding of client requirements.
- Performed regular maintenance on client equipment, prolonging the life of devices and reducing repair costs.
- Provided expert advice to clients on best practices for maintaining their technology infrastructure.
- Collaborated with team members to identify recurring issues and develop long-term solutions.
- Resolved complex technical issues for clients, resulting in higher system performance and reduced downtime.
- Trained end-users on new equipment or software applications, ensuring a smooth transition process during upgrades or replacements.
- Improved system efficiency by implementing regular maintenance schedules for all technical equipment.
IT Help Desk Technician
Credit Guarantee
04.2007 - 05.2007
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Streamlined help desk operations by implementing an effective ticket management system.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
IT Support Technician (Student Role)
College Campus
01.2007 - 03.2007
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Supported remote employees by setting up virtual desktop environments and providing necessary access to company resources, ensuring seamless integration into the workplace.
- Tested new software and hardware prior to deployment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
Education
National Diploma - IT Networking
College Campus
Parktown North, South Africa 01.2005 - 01.2007
Matric Certificate (Grade 12) -
Weenen Combined School
Limpopo, Mokopane 01.1994 - 12.2004
Skills
Technical: Advanced proficiency in Microsoft Office, Windows OS, IT networking, hardware/software installation, troubleshooting, and system upgrades
Timeline
Snr Onsite Support Technician
BCX
03.2023 - Current
FuelPos System Technician
Tokheim/TSG Solutions
03.2022 - 03.2023
Onsite Support Representative
UCS/BCX Technology Services
11.2013 - 03.2022
Divisional MD, Packaging
APMG South Africa
02.2012 - 11.2012
Onsite Support Technician
Stowe Holdings Pty (Ltd)
07.2009 - 02.2012
Technician/Helpdesk Support
Sacred Heart College
05.2009 - 06.2009
Onsite Technician/Technician/Helpdesk Support Engineer
Smartfuel International
03.2008 - 04.2009
IT Help Desk Technician
Credit Guarantee
04.2007 - 05.2007
IT Support Technician (Student Role)
College Campus
01.2007 - 03.2007
National Diploma - IT Networking
College Campus
01.2005 - 01.2007
Matric Certificate (Grade 12) -
Weenen Combined School
01.1994 - 12.2004
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