- Microsoft office (2016)
Reneilwe Begitta Hlangwane
IT Service Desk
Pretoria
Summary
Versatile Service Desk Agent with Information Technology degree and dedication to exceptional customer service. Excellent communications skills and attention to detail enabled superior results.
First-rate IT Technical Specialist with 10 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in IT Technologies.Established reputation as sharp technology expert when working with customers to identify and deploy solutions.
Overview
14
14
years of professional experience
12
12
years of post-secondary education
3
3
Languages
Work History
IT Service Desk
Department of Home Affairs
Pretoria
11.2015 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
IT Desktop Technician
Department of Agriculture, Forestry and Fisheries
Pretoria
10.2012 - 10.2015
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Assisted with updating technical support best practices for use by team.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Activated accounts for clients interested in new services.
- Monitored systems in operation and quickly troubleshot errors.
- Used Microsoft Word and other software tools to create documents and other communications.
IT Desktop Support Intern
Department of Agriculture Forestry And Fisheries
Pretoria
02.2011 - 01.2012
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked with customers to understand needs and provide excellent service.
In-service Training(IT Technician)
Dr George Mukhari Hospital
Pretoria
01.2010 - 01.2011
- Maintained energy and enthusiasm in fast-paced environment.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked flexible hours across night, weekend and holiday shifts.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Education
Baccalaureus Technologiea - Information Technology
Tshwane University of Technology
Soshanguve Campus 01.2016 - 12.2019
National Diploma - Information Technology
Tshwane University of Technology
Soshanguve Campus 01.2007 - 12.2009
High School Diploma -
Masalanabo Secondary
Polokwane(Ga Modjadji) 01.2002 - 12.2006
Skills
- Exceptional analytical and decision-making skills
Software
- Active Directory
Timeline
Baccalaureus Technologiea - Information Technology
Tshwane University of Technology
01.2016 - 12.2019
IT Service Desk
Department of Home Affairs
11.2015 - Current
IT Desktop Technician
Department of Agriculture, Forestry and Fisheries
10.2012 - 10.2015
IT Desktop Support Intern
Department of Agriculture Forestry And Fisheries
02.2011 - 01.2012
In-service Training(IT Technician)
Dr George Mukhari Hospital
01.2010 - 01.2011
National Diploma - Information Technology
Tshwane University of Technology
01.2007 - 12.2009
High School Diploma -
Masalanabo Secondary
01.2002 - 12.2006
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