Siphiwe Sitwayi
IT Desktop Technician
Johannesburg
Summary
Attentive Desktop Support Technician with 8 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
9
9
years of professional experience
19
19
years of post-secondary education
Work History
Junior Desktop Technician
Kezla Investments
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimize resource availability disruptions.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Deployed devices across multiple facilities, connecting hardware to central network
- Enhanced Helpdesk ticketing system, resulting in 50% reduction in support call turnaround time
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions
- Worked with various systems, software and peripherals and various types of games
- Learned and implemented new software testing procedures
- Purchased, setup and installed new computers
IT Desktop Technician
FNB
Johannesburg
01.2021 - Current
- Can troubleshoot network, software, and operating system issues in distributed software environment
- Have experience in customer facing Technical Support
- Drive cases to resolution, while maintaining excellent communication with customer
- Ensure that regular, accurate case notes are added to tickets Utilize ticket management systems such as ConnectWise Escalate relevant cases through correct escalation paths
- Pass on any feedback or suggestions by customers to appropriate internal team
- Follow all company policies and best practices such as accurate time tracking handling of tickets assigned by team lead and Level 1 - Helpdesk agent
- Initial problem diagnosis of case as well as next steps Identify and discuss root cause of user technical issues
- Correctly follow processes and procedures set out for team
- Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
- Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines
- Update technical support documentation when required
- Reason for leaving: Looking for new challenge
- MacBook reloads and setup
- Mobile-Iron management
- MDM ,Azure-AD enrollments ,in-tune compliance
- SCCM re-installation
- Trading system setup ,specialized software installation
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimize resource availability disruptions.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Deploy devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Obtained and evaluated information about new systems, peripherals and software technology
IT Helpdesk Technician
FNB
11.2019 - 01.2021
- Domain account password reset & domain unlocking, via AD or AD self-service
- Hogan setup, Hogan re-installations & configuration
- Outlook troubleshooting, outlook profile setup, email user Migration
- MS Office setup and repair
- Resolving 1st and 2nd level technical queries remotely
- Attend and resolve issues within SLA
- Assigning office 365 licenses
- Network troubleshooting
- VPN setup via telephone assistance
- DLP bypass, assistance
- Bit locker recovery assistance
- Install, modify, and repair computer hardware and software
- Creating change orders
- Troubleshooting any software and hardware related issue via the telephone
- Direct unresolved issues to next level of support personnel
- Enabling user accounts on Active directory
- Assisting users to apply for access on IAG
- Requesting for Skype, email enablement, shared mailbox, requesting of email, checking sync issues, getting mailbox reports, Distribution list report, mailbox permissions on exchange self-service
- Assisting users with 2FA on FNB Banking App Admin Portal
- Skype installation, Skype setup and troubleshooting
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Provide accurate information on IT products or services
- Follow-up and update customer status and information
- Identify and suggest possible improvements on procedures
- Record events and problems and their resolution in logs Assisting user to request and log queries on MYQ
IT Service desk Analyst
06.2018 - 09.2018
- Act as single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receiving, logging and managing calls from internal staff via telephone and email Maintaining Asset Database and track changes and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberry’s, Laptops, PCs and Printers Troubleshoot basic network issues such as ADSL broadband issues
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Assisted in development of system security protocols
- Configured hardware, devices, and software to set up work stations for employees
- Patched software and installed new versions to eliminate security problems and protect data
- Diagnosed and troubleshot hardware, software and network issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
IT Service Desk (Intern)
City Of Johannesburg Municipality
Johannesburg
06.2014 - 02.2015
- Providing desktop and, to end users through telephone, Analyzing and resolving faults, resetting forgotten passwords
- Creating users on Active Directory, Data transfer
- Configuring and installing wide variety of hardware and software and peripherals including desktop PCs, laptops, printers, scanners, cameras, networks, active directories, Network printers, TCP/IP and LANS
- Providing first level technical support to customers
- Ability to convey technical solutions in clear and concise manner Installing and configuring computer hardware systems and IT software
- Undertaking analysis, diagnosis and resolution of client problem using, e-mail and face to face contact
- Quickly responding to customer enquiries and concerns Escalating unresolved problems to other support stuff Taking ownership of problems and tracking
- Analyzing call logs to support trends and underlying issues
- Setting up new user’s account s and profiles and dealing with password issues Monitoring IT network to ensure availability to all users
- Business support of e-mail including management of large accounts with multiple domains
- Support of voice over IP solution including being initial point of contact for all new VoIP ensuring information is correctly entered into system, troubleshooting of VoIP terminal adapters over phone and through remote support Help Desk and Technical Support
- Help Desk and Technical support
- Provide desktop support for workstations and Laptops running Win 7 professional, ultimate and XP and Vista
- Provide technical support on security issues including patch management and antivirus protection using Norton Antivirus and Microsoft Software Update Service Configure and Troubleshoot Local Area Networks including sub netting
- Configure and Troubleshoot switch
- Set up and configure Active Directory on WIN7and 8 Provide Backup and Restore services
- Proactively monitor network
- Configure, maintain, and troubleshoot VPN connections
- Responsible for setting up and troubleshooting wireless network and internet connectivity at client sites
- Reason for leaving: Contract ended
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Interacted with customers by phone, email, or in-person to provide information.
Education
Grade 12 -
Lesiba Secondary School
Johannesburg ,South Africa 01.2008 - 12.2012
High School Diploma -
Technical Support (CompTIA A+ And N+) Diploma
Kelza Investments ,Johannesburg ,South Africa 02.2014 - 12.2015
Some College (No Degree) - Technology Education
ITIL V3 Foundation
Block 4, Belfield Office Park Clonskeagh Dublin 4, 01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Customer Advocacy
Skillsoft 01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Business Writing
Skillsoft 01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Customer Focus
Skillsoft 01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Listening Essentials
Skillsoft 01.2016 - 11.2016
Some College (No Degree) - Technology Education
UCERTIFY CompTIA Server +
UCERTIFY 02.2016 - 03.2017
Some College (No Degree) - Technology Education
NASBA Cybersecurity Foundations
US 01.2022 - 11.2022
Some College (No Degree) - Technology Education
CompTIA Cybersecurity For IT Professionals
3500 Lacey Road, Suite 100 Downers Grove, IL 60515 01.2022 - 11.2022
Some College (No Degree) - Technology Education
IBM Cybersecurity Analyst Professional Certificate
90 Grayston Dr, Sandown, Sandton, 2000 02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS Cloud Practitioner Essentials
CapeTown South Africa 02.2022 - 10.2022
Some College (No Degree) - Technology Education
AWS Introduction To AWS IoT Analytics
Cape Town South Africa 02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS Introduction To IoT Device Defender Certificat
Cape Town South Africa 02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS IoT Foundation Command And Control
Cape Town South Africa 02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS IoT Foundation Telemetry
Cape Town South Africa 01.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS IoT Foundation Predictive Maintenance
Cape Town South Africa 01.2022 - 11.2022
Skills
Technical issues analysis
Software diagnosis
Mac systems
Application support
Desktop support
Customer service expert
TCP/IP
Software Proficiency
End-User Account Management
New System Deployment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Reality is nothing but a collective hunch.
Lily Tomlin and Jane Wagner
Timeline
Some College (No Degree) - Technology Education
IBM Cybersecurity Analyst Professional Certificate
02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS Cloud Practitioner Essentials
02.2022 - 10.2022
Some College (No Degree) - Technology Education
AWS Introduction To AWS IoT Analytics
02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS Introduction To IoT Device Defender Certificat
02.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS IoT Foundation Command And Control
02.2022 - 11.2022
Some College (No Degree) - Technology Education
NASBA Cybersecurity Foundations
01.2022 - 11.2022
Some College (No Degree) - Technology Education
CompTIA Cybersecurity For IT Professionals
01.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS IoT Foundation Telemetry
01.2022 - 11.2022
Some College (No Degree) - Technology Education
AWS IoT Foundation Predictive Maintenance
01.2022 - 11.2022
IT Desktop Technician
FNB
01.2021 - Current
IT Helpdesk Technician
FNB
11.2019 - 01.2021
IT Service desk Analyst
06.2018 - 09.2018
Some College (No Degree) - Technology Education
UCERTIFY CompTIA Server +
02.2016 - 03.2017
Some College (No Degree) - Technology Education
ITIL V3 Foundation
01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Customer Advocacy
01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Business Writing
01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Customer Focus
01.2016 - 11.2016
Some College (No Degree) - Technology Education
Skillsoft Listening Essentials
01.2016 - 11.2016
IT Service Desk (Intern)
City Of Johannesburg Municipality
06.2014 - 02.2015
High School Diploma -
Technical Support (CompTIA A+ And N+) Diploma
02.2014 - 12.2015
Grade 12 -
Lesiba Secondary School
01.2008 - 12.2012
Junior Desktop Technician
Kezla Investments