REFILWE MORUKU
Support And Hardware Technician
Ennerdale
Summary
Dedicated and results-oriented IT Management graduate with hands-on experience in IT operations, project management, and technical support. Proficient in network administration, systems security, and troubleshooting, consistently delivering exceptional IT solutions that enhance system performance and user satisfaction. Strong problem-solving skills with a proven ability to diagnose and resolve technical issues efficiently, ensuring seamless support experiences through effective customer communication. Known for adaptability and collaborative teamwork in dynamic environments, complemented by robust analytical skills that drive operational efficiency.
Technical support professional prepared to deliver impactful assistance and solutions. Proven history of diagnosing and resolving technical issues, contributing to operational efficiency. Known for collaborative teamwork and adaptability in dynamic environments, with strong analytical and communication skills.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Technical Support Consultant
iStore
04.2025 - Current
- Provide expert technical support for Apple products, including troubleshooting, installations, and system updates.
- Assist customers with hardware and software issues, ensuring smooth product experiences both remotely and in-store. Managed approximately 30 customers per day
- Collaborate with teams to resolve technical challenges and optimize service delivery.
- Collaborated with cross-functional teams to develop innovative solutions for complex technical problems.
- Generated reports to track performance and analyze trends.
- Configured hardware, devices, and software to set up work stations for employees.
- Documented all client interactions accurately in CRM system while maintaining strict confidentiality standards.
- Maximized client satisfaction with prompt escalation of unresolved issues to relevant departments for swift resolution.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide informed guidance during consultations with clients.
Sales Consultant
iStore
02.2022 - 03.2024
- Educating customers on products and services offered by major network providers MTN, TELKOM AND VODACOM
- Provided personalized recommendations based on customer needs and preferences.
- Achieved monthly sales targets and consistently received positive feedback from customers.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Trained new employees on customer service, money handling and organizing strategies.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Social Media Manager and Administrator
exe Cybersecurity Solutions
05.2019 - 12.2020
- Managed all social media platforms (e.g., LinkedIn, Twitter, Facebook) and maintained a consistent brand voice. Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Created and curated content relevant to cybersecurity trends, services, and industry news.
- Monitored social media channels for industry trends and competitor activities.
- Engaged with followers, responded to inquiries, and managed online reputation.
- Implemented paid social media campaigns to drive traffic and generate leads.
- Analyzed and reported on social media performance using analytics tools.
- Collaborated with marketing, sales, and technical teams to align social media strategies with overall business goals.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Coordinated with marketing team to align social media strategy with overall marketing objectives.
Education
Diploma - Information Technology Management
Rosebank College
Johannesburg, South Africa01.2023
High School Diploma -
Nirvana Secondary School
Johannesburg, South Africa 04.2001 -
Skills
Customer support
Problem resolution
Training and mentoring
Hardware configuration
Operating systems
Mac systems
Certification
GOOGLE DIGITAL SKILLS FOR AFRICA, The Fundamentals of Digital Marketing
Extramural Activities
- Youth activist at the Ahmed Kathrada Foundation
- Volunteer for operation winter warm
- Peace club member at the Abu Asvat Institute
- Global citizen activist
Timeline
Technical Support Consultant
iStore
04.2025 - Current
Sales Consultant
iStore
02.2022 - 03.2024
Social Media Manager and Administrator
exe Cybersecurity Solutions
05.2019 - 12.2020
High School Diploma -
Nirvana Secondary School
04.2001 -
Diploma - Information Technology Management
Rosebank College