Pricilla Nkhesani Chauke
Pricilla
Midrand
Summary
Dedicated IT Project and Infrastructure Specialist with over 13 years of experience in network administration and system support. Proven track record of managing end-to-end technology projects, with specific expertise in Cabling infrastructure, VOIP systems, and large-scale IT rollouts. Highly proficient in Risk Management and the Microsoft Office Suite to drive project efficiency. A robust communicator is adept at facilitating collaboration between technical teams and stakeholders to deliver results within tight deadlines. Committed to leveraging 4 years of formal Team Leadership and a strong technical foundation to excel as a Project Manager in the Limpopo region.
Overview
16
16
years of professional experience
4
4
Languages
Work History
ONSITE IT LAN AND DESKTOP ENGINEER
BCX
07.2024 - Current
- Performed upgrades on existing desktop hardware components such as memory, hard drives, video cards.
- Troubleshot network connectivity issues for local area networks, wide area networks, virtual private networks, wireless connections.
- Plan and execute the replacement of IT assets based on lease expirations.
- Ensure minimal disruption to operations during asset transitions.
- Generate detailed reports on IT assets using Power BI and asset management software.
- Provide insights and recommendations based on asset data.
- Manage the procurement process for IT assets
- Providing regular reports on IT asset status, usage, and performance, as well as maintaining accurate documentation of IT asset management processes
- Tracking and maintaining an accurate inventory of all IT assets, including their location, condition, and usage
- Ensuring that IT assets are managed in accordance with internal policies, external regulations, and industry’s best practices
- Assisted in maintaining multiple domain controllers across various sites with a focus on security policies.
- Monitored performance of desktop systems to ensure optimal operations by running diagnostic tools regularly.
- Deployed new PCs and peripherals within the organization according to user requirements.
- Evaluated emerging technologies for possible implementation into the organization’s IT infrastructure.
- Configured printers, scanners, copiers according to user needs while ensuring compatibility with the existing IT infrastructure.
- Maintained inventory records of all installed computer equipment including serial numbers and warranty information.
- Created user accounts and profiles in Active Directory environment while adhering to corporate standards.
- Provided technical support to end users in resolving desktop issues, such as hardware and software installation and configuration.
- Implemented backup strategies using technologies like Symantec Backup Exec or Acronis True Image.
- Conducted regular maintenance activities including system patching, antivirus updates and disk defragmentation.
- Resolved conflicts between different versions of applications running on desktops by researching available solutions online.
- Diagnosed and resolved complex hardware, software problems related to desktops, laptops, tablets in a timely manner.
- Installed and configured Windows operating systems on desktops, laptops, tablets, servers, and other devices.
- Collaborated with vendors for troubleshooting any technical issues that could not be resolved internally.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities.
- Created detailed reports outlining the status of each technical issue reported by customers.
- Project: DeBeers group, Anglo Gold, South32 mine and Anglo American
IT APP/CLOUD SUPPORT ANALYST L3
Accenture SA
11.2018 - 03.2024
- Created detailed documentation of IT infrastructure components and configurations.
- Implementing and maintaining security measures, including firewalls, port security, and Virtual Private Networks (VPNs)
- Documenting network configurations, mapping, and troubleshooting procedures, and reporting on network status to stakeholders.
- Coordinating with vendors for support and procuring necessary network hardware and software.
- Planning, designing, and installing local area networks, including cabling, network servers, hubs, routers, switches, and workstations.
- Configuring and managing network hardware and software, ensuring seamless communication and resource sharing (like printers and internet access) between connected devices.
- Perform root cause analysis for connectivity issues and resolve hardware malfunctions (Level 1–3 support).
- Monitoring network performance 24/7 to ensure zero downtime. This includes implementing firewalls, antivirus software, and encryption to protect data from cyber threats.
- Identifying and resolving connectivity issues, performing root cause analysis, and documenting activities to prevent future failures.
- Ensure optimal uptime and performance of IT services, conduct regular audits and monitoring.
- Manage relationships with third-party vendors and service providers to ensure SLAs are met
- Managed user accounts in Active Directory, Exchange Server, Office 365, and other related systems.
- Performed daily backups of critical business data using enterprise backup solutions such as Veeam Backup and Replication.
- Installed and configured Windows servers in physical and virtual environments.
- Provided technical support for hardware and software systems, including troubleshooting network and system issues.
- Maintained server availability by performing regular patching activities on both operating systems and applications.
- Selected hardware and software components required to meet user needs.
- Evaluated existing systems to determine effectiveness and suggested changes to meet organizational requirements.
- Provided technical guidance in support of system development and troubleshooting.
- Oversaw software and hardware installations and updates.
- Maintained existing hardware and software with scheduled updates and patches.
- Advised clients on security and risk mitigation for current technical setups.
- Used manual and automated tools to analyze and predict system performance under different operating conditions.
- Tested and verified software patches to restore or enhance system performance.
- Conducted hardware and software tests.
- Successfully managed projects with tight deadlines and limited resources.
- Interacted via telephone, email and chat with customers to identify and diagnose technical issues and problems.
- Assisted users in installation and configuration of various software applications.
- Provided technical support to customers via phone, email and remote tools.
- Maintained accurate records of customer interactions and detailed documentation of resolutions.
- Project Glencore Mine Project, Seriti Power and Coal
2ND LINE LAN DESKTOP SUPPORT
SITA Centurion
01.2017 - 10.2018
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Provided efficient and courteous service to customers at all times.
- Monitored system performance metrics to ensure optimal operation of all IT resources within the organization.
- Provided customer service by responding promptly to requests from internal and external customers.
- Conducted regular system backups ensuring data integrity is maintained in case of disaster recovery scenarios.
- Managed user accounts using Active Directory services for authentication and authorization.
- Supported VoIP telephone systems by configuring extensions, programming features and setting up voice mailboxes.
- Configured and installed hardware components such as PCs, laptops, printers and other peripherals.
- Diagnosed hardware and software problems, performed troubleshooting steps to resolve issues.
- Installed operating systems such as Microsoft Windows 7, 8, 10,11, Mac OSX and Linux distributions.
- Maintained inventory records for all hardware assets deployed across the organization's sites.
- Assisted with server installation, configuration and maintenance of Windows Server 2008, 2012, 2016.
- Analyzed existing processes and procedures related to IT support functions and proposed improvements accordingly.
- Performed system updates, upgrades and maintenance tasks on Windows-based systems.
- Collaborated with 3rd party vendors regarding procurement of hardware and software products required by the organization.
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
- Prepared evaluations of software and hardware and recommended improvements and upgrades.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
- Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Diagnosed complex network problems by gathering information from multiple sources.
ASSITANCE MANAGER, LAN AND DESKTOP SUPPORT ENGINEER
SITA Polokwane
06.2013 - 06.2016
- Providing coaching, mentoring, and training to team members to enhance their capabilities, promoting knowledge sharing and skill development.
- Project Management: Managed end-to-end technology projects, including large-scale infrastructure rollouts and upgrades, ensuring all milestones were met within deadline and budget.
- Infrastructure & VOIP: Spearheaded the installation and configuration of Cabling and VOIP telephone systems, ensuring seamless communication across departments.
- Risk & Change Management: Conducted regular risk assessments to mitigate potential project delays and participated in formal change management processes.
- Communication & Facilitation: Acted as the primary liaison between technical teams and management, utilizing robust communication skills to facilitate project meetings and status updates.
- Software Proficiency: Utilized Microsoft Office Suite (Word, Excel, PowerPoint) and Power BI for detailed project reporting, asset tracking, and data visualization.
- Participate in change management processes and ensure proper documentation and communication.
- Operational Excellence: Maintained and improved ITSM processes for incident and request management, ensuring a high standard of service delivery.
- Assess the nature of each ticket and assign it to the appropriate team member based on their skills, workload, and the complexity of the issue.
- Identifying areas for improvement in service desk processes and contributing to the development and implementation of new solutions.
- Support IT projects, including rollouts, upgrades, and migrations.
- Maintain and improve ITSM processes, including incident, request, and problem management.
- Reviews the queue of incoming tickets to ensure no requests are missed and that they are being addressed according to agreed-upon timeframes
- Develop and maintain knowledge base articles, SOPs, and technical documentation.
- Provided technical support for desktop and laptop hardware, software, and peripherals.
- Provide Level 2 and Level 3 support for desktops, laptops and Mobile
- Provide insights and recommendations based on asset data.
- Manage the procurement process for IT assets
- Providing regular reports on IT asset status, usage, and performance, as well as maintaining accurate documentation of IT asset management processes
- Tracking and maintaining an accurate inventory of all IT assets, including their location, condition, and usage
- Ensuring that IT assets are managed in accordance with internal policies, external regulations, and industry’s best practices
- Assisted in the design and implementation of a secure wireless network at client sites.
- Interacted with vendors for ordering parts and supplies necessary for repairs and upgrades of equipment.
- Deployed images using Ghost or other imaging tools on multiple machines simultaneously.
- Performed regular system health checks to ensure optimal performance and stability of systems.
- Installed and maintained various applications such as Adobe Reader, Java Runtime Environment.
- Configured new users in the domain environment with appropriate permissions and access rights.
- Managed backup operations through Symantec Backup Exec ensuring data security and integrity.
- Created user accounts in Active Directory; reset passwords; managed group policies.
- Monitored remote connections used by employees working from home or other locations remotely.
- Resolved user requests regarding installation and configuration of software packages and applications.
- Installed, configured and maintained desktop computers, laptops, printers and other peripheral devices.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
- Created detailed reports outlining the status of each technical issue reported by customers.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
- Inspected equipment and read order sheets to prepare for delivery to users.
- Provided guidance in setting up secure wireless connections for home networks.
- Developed training materials and procedures, and train users in proper use of hardware and software.
- Conducted office automation feasibility studies covering workflow analysis, space design, or cost comparison analysis.
- Prepared evaluations of software and hardware and recommended improvements and upgrades.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities.
- Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Diagnosed complex network problems by gathering information from multiple sources.
- Regarding computer software and hardware operation, resolved problems.
- Conferred with staff, users, and management to establish requirements for new systems or modifications.
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Helped oversee the daily operations of IT storeroom, managing staff and inventory.
- Coached and mentored new employees on company policies and procedures.
- Communicated with clients and Vendor to address questions, concerns, and needs and provide quality customer service.
- Provided guidance and support to junior staff members during challenging situations.
- Conducted regular performance evaluations with staff members to ensure goals were being met efficiently.
- Scheduled equipment cleanings, maintenance, and repairs and ordered new equipment and tools.
- PROJECT: Limpopo Département of Transport
LAN AND DESKTOP SUPPORT ENGINEER
SITA Polokwane
06.2010 - 05.2013
- Provided guidance in setting up secure wireless connections for home networks.
- Developed training materials and procedures, and train users in proper use of hardware and software.
- Conducted office automation feasibility studies covering workflow analysis, space design, or cost comparison analysis.
- Prepared evaluations of software and hardware and recommended improvements and upgrades.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities.
- Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Diagnosed complex network problems by gathering information from multiple sources.
- Regarding computer software and hardware operation, resolved problems.
- Conferred with staff, users, and management to establish requirements for new systems or modifications.
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Helped oversee the daily operations of IT storeroom, managing staff and inventory.
- Coached and mentored new employees on company policies and procedures.
- PROJECT: Limpopo Département of Health
Education
AWS CLOUD PRACTITIONER ESSENTIALS CERTIFICATE - COMPUTER INFORMATION SCIENCE
AWS
06-2021
AWS CLOUD PRACTITIONER ESSENTIALS (SECOND EDITION) - COMPUTER INFORMATION SYSTEMS
AWS
06-2021
AWS FOUNDATION GETTING STARTED WITH THE AWS CLOUD - COMPUTER INFORMATION SYSTEMS
AWS
01-2021
COMPTIA A+ - COMPUTER INFORMATION SCIENCE
I-College
06-2017
IT EUC NQF LEVEL 6 - INFORMATION TECHNOLOGY
I-College
01-2016
MICROSOFT CERTIFIED SOLUTION ASSOCIATE - COMPUTER INFORMATION SCIENCE
I-College
06-2012
MICROSOFT CERTIFIED WINDOWS SEVER 2008 NETWORK - COMPUTER SCIENCE
I-College
11-2011
MICROSOFT WINDOWS SEVER ADMINISTRATOR ON WINDOWS - COMPUTER INFORMATION SCIENCE
I-College
11-2011
COMPTIA N+ - INFORMATION TECHNOLOGY
I-College
06-2011
COMPTIA S+ - INFORMATION TECHNOLOGY
I-College
06-2011
MCITP - COMPUTER INFORMATION SYSTEMS
I-College
06-2011
MCTS - COMPUTER INFORMATION SCIENCE
I-College
06-2011
MICROSOFT WINDOWS 2008 ACTIVE DIRECTORY CONFIGURATION - COMPUTER INFORMATION SCIENCE
I-College
06-2011
MATRIC CERTIFICATE - GRADE 12
Mabushe High School
01-2004
Skills
- Project & Risk Management: Leading end-to-end technology rollouts, change management, and risk mitigation
- Conflict management
- Strategic Leadership: ICT Strategy Development, Digital
- Information Governance: Expert knowledge of POPIA, PAIA, SITA Act, and ICT Policy Frameworks
- Information Management and SITA Act
- Relationship Management: Primary liaison between technical teams, vendors, and C-suite stakeholders
- Mining Sector Expertise: Delivering "Zero Downtime" solutions in high-pressure, mission-critical environments
- Transformation, & Business Continuity
- Corporate Governance of ICT Policy Framework
- Ability to work in a highly pressured environment and driven by a sense of urgency to meet deadlines
- Object-oriented development experience
- Cabling and wireless devices
- Networks, switches
- Information Management
- Planning and organizing and Conflict management
Timeline
ONSITE IT LAN AND DESKTOP ENGINEER
BCX
07.2024 - Current
IT APP/CLOUD SUPPORT ANALYST L3
Accenture SA
11.2018 - 03.2024
2ND LINE LAN DESKTOP SUPPORT
SITA Centurion
01.2017 - 10.2018
ASSITANCE MANAGER, LAN AND DESKTOP SUPPORT ENGINEER
SITA Polokwane
06.2013 - 06.2016
LAN AND DESKTOP SUPPORT ENGINEER
SITA Polokwane
06.2010 - 05.2013
AWS CLOUD PRACTITIONER ESSENTIALS (SECOND EDITION) - COMPUTER INFORMATION SYSTEMS
AWS
AWS FOUNDATION GETTING STARTED WITH THE AWS CLOUD - COMPUTER INFORMATION SYSTEMS
AWS
COMPTIA A+ - COMPUTER INFORMATION SCIENCE
I-College
IT EUC NQF LEVEL 6 - INFORMATION TECHNOLOGY
I-College
MICROSOFT CERTIFIED SOLUTION ASSOCIATE - COMPUTER INFORMATION SCIENCE
I-College
MICROSOFT CERTIFIED WINDOWS SEVER 2008 NETWORK - COMPUTER SCIENCE
I-College
MICROSOFT WINDOWS SEVER ADMINISTRATOR ON WINDOWS - COMPUTER INFORMATION SCIENCE
I-College
COMPTIA N+ - INFORMATION TECHNOLOGY
I-College
COMPTIA S+ - INFORMATION TECHNOLOGY
I-College
MCITP - COMPUTER INFORMATION SYSTEMS
I-College
MCTS - COMPUTER INFORMATION SCIENCE
I-College
MICROSOFT WINDOWS 2008 ACTIVE DIRECTORY CONFIGURATION - COMPUTER INFORMATION SCIENCE
I-College
MATRIC CERTIFICATE - GRADE 12
Mabushe High School
AWS CLOUD PRACTITIONER ESSENTIALS CERTIFICATE - COMPUTER INFORMATION SCIENCE
AWS