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

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