SFUNDO SHABALALA
IT Specialist Support Engineer
125 Ronald Road, Montclair, Durban
Summary
Well-versed IT Specialist with a proven track record in meeting SLA agreements and providing satisfactory technical support and administration. Adept at driving digital transformation initiatives, optimizing IT infrastructure, and ensuring seamless operations.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Digital Electronics 1 Tutor
Durban University of Technolo
Durban
08.2018 - 11.2018
- Facilitated comprehensive tutoring sessions on Digital Electronics 1 topics, providing in-depth guidance and support to students.
- Demonstrated expertise in explaining fundamental concepts such as logic gates, Boolean algebra, combinational and sequential circuits, and digital system design.
- Designed and implemented interactive lesson plans to enhance student understanding and engagement, incorporating practical examples and hands-on activities.
- Assisted students in solving complex problems, analyzing circuit diagrams, and troubleshooting digital circuits.
- Collaborated with professors and teaching assistants to ensure alignment with course objectives and foster a cohesive learning experience.
Technical Assistant Intern
Universal Water Solutions CC
Durban
04.2019 - 10.2019
- Installing, Calibrating and servicing Hach and Endress + Hauser water quality monitoring electronic & process instruments.
- Installing and repairing Hach Process instrument.
- Proficient in planning and deploying network infrastructure, configuring devices, and ensuring seamless communication.
Contact Center Customer Service Agent
CCI South Africa
Durban
12.2019 - 08.2020
- handling inbound customer inquiries via phone and chat.
- Resolved customer concerns, complaints, and requests.
- Utilized product knowledge and company resources to address customer inquiries regarding products, services, billing, or technical issues.
- Ensured accurate and timely documentation of customer interactions and details of inquiries or resolutions in the CRM (Customer Relationship Management) system.
- Demonstrated empathy and patience in dealing with challenging or upset customers, striving to turn negative experiences into positive ones.
I.T Asset Clerk
CCI South Africa
Durban
08.2020 - 03.2021
- Managed IT asset lifecycle: procurement, tracking, maintenance, disposal
- Maintained accurate inventory records using asset management systems
- Conducted regular audits and physical checks for inventory integrity
- Collaborated with stakeholders to track asset movements and transfers
- Assisted in procurement: vendor coordination, purchase order tracking, asset verification
- Monitored warranties, licenses, and maintenance agreements for compliance
- Supported asset lifecycle management: tagging, configuration, and updates
- Assisted in new IT asset setup and deployment with proper configuration
- Responded to internal inquiries, troubleshooting asset-related issues
- Collaborated with IT team for process improvement in asset management
Desktop Support Engineer
CCI South Africa
Durban
04.2021 - 10.2022
- Conducted first line troubleshooting
- Collaborated with 3rd level support to prevent system downtime
- Project work: assisted in user/hardware movement and campaign relocations
- Desktop maintenance, software updates, configuration of routers and wireless access points
- Cisco, Avaya and Polycom hard phone provisioning
- Softphone provisioning : 3CX, AvayaoneX, EVS
- Setup and configuration of new keyboards, PCs, laptops, etc.
- Diagnosed and resolved Windows applications and networking problems to minimize downtime
- Provided remote support
- Requested and coordinated vendor support
- Customized desktop hardware to meet user specifications and site standards
- Tracked hardware and software inventory
- Familiarized end users with basic software, hardware, and peripheral device operation
- Available to support other sites and clients
- Performed Kaspersky updates
- Ensured customer satisfaction
- Achieved incident first visit resolution rate
- Optimized technician utilization
- Reduced mean time to resolve incidents
I. T Specialist Support Engineer
CCI South Africa
Durban
10.2022 - Current
- Provide administrative support for servers, desktop computers, switches, firewalls, telephony, printers, application deployment, and security updates
- Managed email systems, including account creation, configuration, and troubleshooting.
- Oversee user access, permissions, and security settings.
- Handling email migrations, backups, and archival processes.
- Provide technical support and guidance for email-related issues, backups, and archival processes.
- Achieve ticket SLAs and KPIs
- Complete all service request, incident, and problem management tickets accurately and within agreed timeframe
- Possess understanding of VMWare technologies, including vSphere, vCentre Server, and desktop virtualization
- Monitoring of system health, performance, and security, proactively identifying and resolving issues to minimize downtime and ensure system integrity.
- Collaboration with vendors and third-party providers for system troubleshooting, maintenance, and support.
- Configure and troubleshoot Firewall devices, Site-Site VPNs, access rules, and WAN connectivity
- Provide ISP-related support on behalf of clients and manage portals
- Assist IT system engineers and desktop support staff with problem resolution at a second-tier support level
- Participation in change management processes, ensuring proper planning, testing, and documentation for system modifications and upgrades.
- Regular engage in troubleshooting activities
Education
High School Diploma -
Grade 12
Adams College Of Education 12.2015 - 01.2016
Nationa Diploma : Computer Systems Engineering -
Durban University of Technology
Durban South Africa 02.2016 - 10.2022
Skills
Virtualization technologies (VMware, Hyper-V)
System configuration and maintenance
Cloud computing platforms (AWS, Azure, Google Cloud
Programming languages (such as C, C, VHDL, MySQL, and Assembly for PIC Microcontrollers and Processors))
Active Directory & User account management
Help desk ticketing systems
Firewall Configuration: Configuring firewall rules, policies, and access control lists to regulate network traffic and enforce security measures This includes defining allowed and blocked ports, protocols, and IP addresses
Additional Information
- ID Number : 9608255961089
- Gender : Male
- Nationality : South African
- Languages : Proficient in English and IsiZulu
Timeline
I. T Specialist Support Engineer
CCI South Africa
10.2022 - Current
Desktop Support Engineer
CCI South Africa
04.2021 - 10.2022
I.T Asset Clerk
CCI South Africa
08.2020 - 03.2021
Contact Center Customer Service Agent
CCI South Africa
12.2019 - 08.2020
Technical Assistant Intern
Universal Water Solutions CC
04.2019 - 10.2019
Digital Electronics 1 Tutor
Durban University of Technolo
08.2018 - 11.2018
Nationa Diploma : Computer Systems Engineering -
Durban University of Technology
02.2016 - 10.2022
High School Diploma -
Grade 12
12.2015 - 01.2016