Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Sam Happy Nakedi

IT Support Engineer
Johannesburg

Summary

As a dedicated IT professional, I thrive in fast-paced environments and excel at juggling multiple tasks with ease and precision. With a wealth of experience in installing, troubleshooting, and repairing hardware, software, and peripherals, I take pride in my ability to efficiently resolve issues, whether on-site or remotely. My expertise in Active Directory and MS Office complements my passion for technology, allowing me to provide top-notch support while ensuring a seamless experience for users. What sets me apart is my commitment to exceptional customer service. I firmly believe that technology should empower people, and I strive to make every interaction positive and productive. Through my strong analytical and problem-solving skills, I consistently contribute to improved operations. Additionally, I excel in building relationships through effective communication and collaboration with both colleagues and clients. I am excited about the opportunity to bring my skills and enthusiasm to your team!

Overview

15
15
years of professional experience
6
6
Certifications

Work History

IT Support Administrator

EMT Trading
9 2021 - 11.2023
  • Setting up and configuring laptops/Desktops for all employees
  • Microsoft 365 administration
  • Responding and resolving to IT support requests
  • Payroll Server Maintenance, install required updates and backup
  • Troubleshoot all printer related queries
  • Printer Maintenance (ordering replacement parts and monitoring printer supplies)
  • Asset Management
  • Designed, developed and implemented Microsoft Azure tenant and Azure active directory
  • Operated computer help desk assisting users with problems and solutions
  • Diagnosed hardware problems with modems, printers, cables, or telephones
  • Performed hardware and software support and installation
  • Assisted in the installation, configuration, and management of a LAN
  • Applied active directory knowledge to help users, create accounts and manage access control
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Techzone Support (Telkom stores)

Centerfield Software
03.2015 - 08.2021
  • Responsible for all device set up and activations
  • Troubleshooting all network related queries
  • Providing first call resolution on hardware and software related issues
  • Educating customers on all Telkom products and services
  • Installing workstations
  • Handling all technical escalations internally
  • Provided software and hardware support for all Telkom customers in-store
  • Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions
  • Set up new inventory system for hardware and software to help track accountability, repairs and value of equipment
  • Performed telephone and on-site troubleshooting for clients as a IT technician
  • Maintained up-to-date knowledge of industry best practices through continuous professional development efforts.

IT Field Technician

ALISOM Communications
01.2012 - 12.2015
  • Troubleshooting network operating system, software, and hardware
  • Provided maintenance, installation and configuration of network and ccTV equipment for Vodacom stores
  • Activated and deactivated employee and domain company profiles
  • Oversaw initial system analysis, assessing needs and resolving any issues related to various application design and development; provided design and implementation of LANS/WANs, Fileservers and Workstations
  • Performed telephone and on-site troubleshooting for clients as field technician
  • Trained end-users on proper use of new technology and applications
  • Performed data backup and recovery tasks as needed
  • Escalated complex issues to senior technicians for further investigation or resolution
  • Assisted in managing inventory of IT assets, including computers, peripherals, and software licenses
  • Tested newly installed equipment to ensure proper functionality before deployment.

Customer Service Executive

MTN SA
02.2007 - 03.2011
  • Answering inbound calls for all Customer queries on MTN products and services
  • To ensure customer retention through excellent customer service, education, and satisfaction
  • Ensure service offered to customers is measured against the business plan for quality purpose and service Level
  • Troubleshooting on all handset related queries including DATA solutions for internet connections
  • Maintained customer communication records and account notes on database
  • Minimized escalations with skilled handling of emails, chat queries and calls
  • Exceeded customer expectations with management of communications, conflict resolution and compliance on deliverables.

Education

Diploma in Cyber Security

Alisom
Alisom E Learning
09.2024

Diploma in Information Technology Support

Alisom
Alisom E Learning
04.2001 -

Diploma in Cyber Security

Alisom
Alisom E Leraning
08.2024

CompTIA A+

Alisom
Alisom E Learning
08.2024

Skills

Help Desk Management

Troubleshooting/Problem Solving

Domain Administration

Hardware Installation

Incident Management

Network Administration

User Support

Networking

Operating Systems

Technical Support

Printer Maintenance/troubleshooting

Customer education/Satisfaction

User Access Control

Mobile device setup/troubleshooting

Troubleshooting and Diagnosis

Technical proficiency

Problem Solving

Service Requests

Client Servicing

Microsoft Office

Technical Knowledge

Customer Service

Windows 10

MS Office Office Administration

Administrative Support

Deadline Adherence

Multitasking

Certification

Microsoft Certified: Azure fundamentals

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Techzone Support (Telkom stores)

Centerfield Software
03.2015 - 08.2021

IT Field Technician

ALISOM Communications
01.2012 - 12.2015

Customer Service Executive

MTN SA
02.2007 - 03.2011

Diploma in Information Technology Support

Alisom
04.2001 -

IT Support Administrator

EMT Trading
9 2021 - 11.2023

Diploma in Cyber Security

Alisom

Diploma in Cyber Security

Alisom

CompTIA A+

Alisom
Sam Happy NakediIT Support Engineer