Hi, I’m
Ronnie Jim Mokhari
Desktop Support Engineer
Hammanskraal,GP
Summary
Detail-oriented IT Support Engineer with extensive experience in telecommunications, customer service. Highly technical troubleshoots skills of complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both onsite and remote users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Skilled IT Desktop Engineer with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of IT Technical Support. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
12
years of professional experience
6
years of post-secondary education
Work History
Cross Border Road Transport AgencyPretoria, GP
IT Support Engineer
09.2022 - Current
Job overview
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted with updating technical support best practices for use by team.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured hardware and granted system permissions to new employees.
- Submitted service tickets for equipment maintenance requests.
- Assist customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Managed high levels of call flow and responded to technical support needs.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and remote support.
Cross Border Road Transport AgencyPretoria, GP
IT Desktop Support Specialist
07.2016 - 08.2022
Job overview
- .Elaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Worked with various systems, software and peripherals.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Purchased, setup and installed new computers.
- Deployed software to devices across multiple facilities, connecting hardware to central network hubs for multi-site inter-connectivity.
- Learned and implemented new software testing procedures.
- Enhanced help desk ticketing system, resulting in 90% reduction in support call turnaround time.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Deployed software devices across multiple facilities, connecting hardware to central managed network hubs for multi-site inter-connectivity.
Cross Border Road Transport AgencyPretoria, GP
IT Helpdesk Support Officer
09.2011 - 06.2016
Job overview
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked with customers to understand needs and provide excellent service.
- Delivered services to customer locations within specific time frames.
- Maintained excellent attendance record, consistently arriving to work on time.
- Resolved problems, improved operations and provided exceptional service.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Prepared variety of different written communications, reports and documents.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Identified issues, analyzed information and provided solutions to problems.
- Received and processed stock into inventory management system.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed over 60% customer calls per day.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Improved operations through consistent hard work and dedication.
- Carried out day-to-day duties accurately and efficiently.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Increased customer satisfaction by resolving issues.
- Used Microsoft Word and other software tools to create documents and other communications.
- Developed and maintained courteous and effective working relationships.
- On boarded new temps by entering employee information into systems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Exceeded goals through effective task prioritization and great work ethic.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Cross Border Road Transport AgencyPretoria, GP
Asset Officer (Temp)
03.2010 - 08.2010
Job overview
- Monitored company inventory to keep stock levels and databases updated.
- Resolved problems, improved operations and provided exceptional service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Maintained courteous and effective working relationships.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Received and processed stock into inventory management system.
- Identified issues, analyzed information and provided solutions to problems.
- Carried out day-to-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Collaborated with team members to achieve target results.
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Prepared variety of different written communications, reports and documents
The Freedom parkPretoria, GP
Assistant Asset Officer
04.2009 - 12.2009
Job overview
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Improved operations through consistent hard work and dedication.
- Developed individual Inventory list for organization.
Education
University of South Africa, Pretoria, South Africa
National Diploma Information Technology from National Diploma Information Technology
07.2018 - Current
Torque IT, Pretoria, GP
Some College (No Degree) from Microsoft Teams Voice Engineer-Pending Examination
06.2022 - 06.2022
Torque IT, Pretoria, South Africa
Some College (No Degree) from Service Desk Manager Pending Examination
03.2021 - 03.2021
ITR Technologies, Pretoria, GP
Some College (No Degree) from IT Service Management
03.2019 - 03.2019
Torque IT, Pretoria, GP
Some College (No Degree) from CompTIA Server+ Pending Examination
10.2018 - 10.2018
Torque IT, Pretoria, GP
Some College (No Degree) from CompTIA N+ Pending Examination
11.2014 - 11.2014
Torque IT, Pretoria, South Africa
Some College (No Degree) from ITIL®Foundation Certificate-IT Service Management
05.2014 - 05.2014
HavaTech-Skills And Training Development Center, Pretoria, South Africa
Some College (No Degree) from Computer Engineer
01.2012 - 03.2012
HavaTech-Skills And Training Development Center, Pretoria, South Africa
Some College (No Degree) from Computer Literacy / Office Administration
02.2010 - 03.2010
Bokamoso High School, Pretoria, South Africa
Some College (No Degree) from Grade 12 ( Matric)
01.2008 - 12.2008
Skills
Self-confidence/resilience
undefinedTimeline
IT Support Engineer
Cross Border Road Transport Agency
09.2022 - Current
Torque IT
Some College (No Degree) from Microsoft Teams Voice Engineer-Pending Examination
06.2022 - 06.2022
Torque IT
Some College (No Degree) from Service Desk Manager Pending Examination
03.2021 - 03.2021
ITR Technologies
Some College (No Degree) from IT Service Management
03.2019 - 03.2019
Torque IT
Some College (No Degree) from CompTIA Server+ Pending Examination
10.2018 - 10.2018
University of South Africa
National Diploma Information Technology from National Diploma Information Technology
07.2018 - Current
IT Desktop Support Specialist
Cross Border Road Transport Agency
07.2016 - 08.2022
Torque IT
Some College (No Degree) from CompTIA N+ Pending Examination
11.2014 - 11.2014
Torque IT
Some College (No Degree) from ITIL®Foundation Certificate-IT Service Management
05.2014 - 05.2014
HavaTech-Skills And Training Development Center
Some College (No Degree) from Computer Engineer
01.2012 - 03.2012
IT Helpdesk Support Officer
Cross Border Road Transport Agency
09.2011 - 06.2016
Asset Officer (Temp)
Cross Border Road Transport Agency
03.2010 - 08.2010
HavaTech-Skills And Training Development Center
Some College (No Degree) from Computer Literacy / Office Administration
02.2010 - 03.2010
Assistant Asset Officer
The Freedom park
04.2009 - 12.2009
Bokamoso High School
Some College (No Degree) from Grade 12 ( Matric)
01.2008 - 12.2008
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