Shaun Rikhotso
Randburg
Summary
Highly motivated and results-oriented IT professional with over 12 years of experience in network administration, system support, and customer service. Proven ability to troubleshoot technical issues, identify solutions, and implement new technologies to improve efficiency and security. Excellent communication and interpersonal skills, with a strong commitment to delivering exceptional service.
Professional systems support specialist prepared for high-stakes environments. Extensive experience in diagnosing and resolving hardware and software issues, ensuring seamless operations. Strong focus on team collaboration and achieving results, flexible with changing needs. Proficient in technical support, system maintenance, and effective communication.
Experienced with system troubleshooting, network configuration, and hardware maintenance. Utilizes comprehensive technical knowledge to swiftly identify and resolve issues, minimizing downtime. Strong understanding of user support and customer service, ensuring optimal system performance and satisfaction.
Detail-oriented Computer Systems Engineer committed to improving system design and operations for reliable workflow management. Researches and implements budget-conscious security and encryption solutions to protect user privacy and increase overall network health. Creates easy-to-follow guidelines and troubleshooting documentation for non-technical staff.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
7
7
Languages
Work History
System Support Engineer
Amaya Industries
Alberton
06.2022 - Current
- Provided technical support and introduced new product features to clients
- Consulted and solved technical problems related to Eco's products
- Delivered technical training to improve clients' technical proficiency
- Compiled technical documents and liaised with various departments
- Analyzed customer needs, provided project plans, and coordinated resources
- Managed field crew equipment requirements, scheduled field work, and designed system installations
- Assisted logistics with warranty claims and provided technical support
- Conducted periodic audits of IT systems to identify potential vulnerabilities and recommend appropriate countermeasures.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Performed troubleshooting and maintenance of existing network systems.
- Worked effectively in both independent and team environments to exceed IT goals.
Customer Engineer Support
DieboldNixdorf
Randburg
04.2016 - 04.2021
- Provided technical support for ATMs across various South African banks
- Prioritized and planned service calls, ensuring adherence to response time targets
- Maintained high customer satisfaction through efficient ATM maintenance and troubleshooting
- Completed preventative maintenance tasks and documented service calls thoroughly
- Assisted with installations, relocations, and de-installations of ATMs
- Enhanced team collaboration by sharing best practices during weekly meetings, promoting a culture of continuous improvement within the department.
- Contributed to the company''s growth by identifying opportunities for upselling additional products and services that met customers'' needs.
- Elevated overall client satisfaction scores via consistently delivering prompt resolutions while maintaining an empathetic approach.
- Collaborated with sales team to identify customer needs and provide appropriate solutions, resulting in increased revenue.
- Answered incoming support inquiries via chat, phone and email.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Diagnosed and executed resolution for network and server issues.
- Provided faculty and staff with security software and network configuration support.
- Performed network security design and integration duties.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
Backline Support Engineer
TASIMA eNaTIS (BXC)
Midrand
06.2015 - 03.2016
- 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.
- 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.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
IT Migration Specialist
SOUTH32 (BCX)
Johannesburg
01.2015 - 05.2015
- Created and managed processes and procedures to coordinate documentation for visa processing on immigrant and non-immigrant applications.
- Liaised with coworkers and immigration candidates to answer questions, resolve issues, and explain immigration policy.
- Consulted with foreign nationals on non-immigrant and immigrant visas and resolved routine and non-routine questions.
- Collaborated with outside counsel to interpret and apply technical immigration policies and procedures.
- Maintained public access files to facilitate compliance, documentation and execution of immigration policies and procedures.
- Assisted clients in obtaining visas and green cards by preparing necessary documentation and guiding them through the application process.
- Conducted thorough research on complex immigration matters, assisting clients in making informed decisions about their cases.
- Negotiated favorable outcomes for clients in deportation proceedings by presenting compelling arguments before immigration judges.
- Maintained up-to-date knowledge of changes in immigration laws and policies, providing clients with the most relevant advice based on current regulations.
- Developed training materials for new Immigration Specialists, fostering a supportive learning environment within the team.
- Managed high-volume caseloads while maintaining attention to detail and adherence to strict deadlines.
- Provided support to human resources departments, ensuring compliance with federal regulations for hiring foreign nationals.
- Leveraged strong analytical skills to identify trends in immigration data, providing valuable insights for clients seeking strategic guidance on workforce planning and global mobility initiatives.
- Created and finalized contracts and other legal documents for clients.
- Prepared and filed pleadings, motions and other legal documents in court proceedings.
- Communicated with clients and collected information to research cases and prepare settlement offers.
- Represented clients in court hearings and in negotiations with other parties.
Networking Technician
E & R Communications
Tzaneen
01.2012 - 01.2015
- Participated in disaster recovery planning initiatives, ensuring proper protocols were established to minimize business disruption during unforeseen events.
- Assisted in budget planning for IT infrastructure needs, carefully considering the projected growth of the company alongside technological advancements within the field.
- Enhanced network performance by troubleshooting and resolving connectivity issues.
- Implemented efficient network solutions for improved data flow and reduced downtime.
- Maintained network security with regular updates and monitoring of firewalls and antivirus software.
- Optimized wireless networks, ensuring optimal coverage and bandwidth utilization.
- Provided training to end-users on networking best practices, increasing their confidence in utilizing available technology resources.
- Monitored servers for performance issues, promptly addressing any concerns before they escalated into larger problems.
- Collaborated with IT teams to design robust network infrastructures for new company projects.
- Liaised between different departments to ensure seamless communication across all networks within the company infrastructure.
- Conducted capacity planning for networking resources, proactively addressing potential bottlenecks and scaling needs as the organization grew.
- Monitored network hardware operations to evaluate proper configuration.
- Provided faculty and staff with security software and network configuration support.
- Performed network security design and integration duties.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Utilized source code control for tracking configurations and changes.
Education
IT Diploma -
Richfield Graduate Institute of Technology
Johannesburg 03.2009 - 01.2011
Grade 12 -
St. George High School
Tzaneen , Letaba 01.2005 - 01.2009
Skills
System troubleshooting
undefinedPersonal Information
- Notice Period: 14 Days
- Date of Birth: 11/11/90
- Driving License: Code 10 C1
- Marital Status: Married
Desired Salary
R30,000 – R60,000+
Timeline
System Support Engineer
Amaya Industries
06.2022 - Current
Customer Engineer Support
DieboldNixdorf
04.2016 - 04.2021
Backline Support Engineer
TASIMA eNaTIS (BXC)
06.2015 - 03.2016
IT Migration Specialist
SOUTH32 (BCX)
01.2015 - 05.2015
Networking Technician
E & R Communications
01.2012 - 01.2015
IT Diploma -
Richfield Graduate Institute of Technology
03.2009 - 01.2011
Grade 12 -
St. George High School
01.2005 - 01.2009
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