Sfiso Mhlophe
Remote Support
Benoni,GP
Summary
Accomplished Remote Support Engineer with BCX, enhancing customer satisfaction through expert troubleshooting and incident management. Leveraged remote support tools to reduce response times by 30%. Excelled in building client relationships and collaborating with cross-functional teams, showcasing strong communication and technical skills. Proven track record in streamlining processes and implementing effective solutions.
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong analytical skills to troubleshoot and enhance system performance. Track record of effective communication and user satisfaction in diverse environments.
Overview
12
12
years of professional experience
2
2
Certifications
1
1
year of post-secondary education
Work History
Remote Support Engineer L2
BCX
02.2020 - Current
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Resolving Tickets logged by 1st line Support
- Creating Active Directory Tickets and email accounts
- Printer troubleshooting and granting Access
- UC Admin account creation and Cisco Jabber profiles
- Creating distribution list and shared email account
- Handling O365 incident and request
- Handling Application base queries e.g SAP, Sharepoint and other client base sites
- Laptop/Desktop issues e.g Slow response, internet access and Network connectivity.
- Connected to computer of client using remote link to install programs and applications.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
IT Service Desk Engineer Internation
Pink Elephant
03.2016 - 01.2020
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Implemented remote support tools to quickly resolve offsite user issues, reducing the need for onsite visits.
- Performed preventative maintenance tasks proactively to minimize potential disruptions in daily operations.
- Delivered exceptional customer service by maintaining open lines of communication with users throughout the issue resolution process.
- Supported business continuity efforts by assisting in disaster recovery planning and testing exercises.
- Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
- Participated in after-hours on-call rotations, demonstrating a commitment to providing exceptional support for end-users around the clock.
- Collaborated with cross-functional teams to implement infrastructure upgrades, resulting in improved system performance.
- SAP Material Management
- SAP Password reset and SAP Printer request
- SAP Cancel Jobs
- Providing Service after hours for Internation Clients
Service Desk Analyst
T-Systems
11.2013 - 02.2016
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Education
High School Diploma -
PC Training & Business College
Benoni, South Africa 04.2001 -
High School Diploma -
PC Training & Business College
Benoni, South Africa 04.2001 -
High School Diploma -
William Hills High
Actonville 01.2009 - 01.2010
Skills
Remote support
Certification
[ITIL Foundation], [APMG Internationals] - [12 Feb 2016]
Timeline
Remote Support Engineer L2
BCX
02.2020 - Current
IT Service Desk Engineer Internation
Pink Elephant
03.2016 - 01.2020
Service Desk Analyst
T-Systems
11.2013 - 02.2016
High School Diploma -
William Hills High
01.2009 - 01.2010
High School Diploma -
PC Training & Business College
04.2001 -
High School Diploma -
PC Training & Business College
04.2001 -
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