Summary
Overview
Work History
Education
References
Timeline
Generic
Tebogo Kula

Tebogo Kula

Field Support Engineer
Soweto, Gauteng

Summary

I have gained extensive experience in troubleshooting hardware and software issues, providing technical assistance to end-users, and maintaining IT infrastructure. His hands-on experience with various operating systems, networking concepts, and remote support tools has equipped him with the skills necessary to diagnose and resolve a wide range of technical problems quickly.

I pride myself on the ability to communicate complex technical concepts in a clear and user-friendly manner, ensuring that all team members feel confident in their technology usage. Additionally, I proactive approach to problem-solving enables me to identify potential issues before they escalate, minimizing downtime and disruptions.

Overview

19
19
years of professional experience
4
4
Languages

Work History

Field Support Engineer

NSC Global
Midrand
05.2024 - 05.2025
  • Company Overview: BMW
  • Setting up new users and disabling expired accounts in accordance with HR requirements.
  • In-depth knowledge of Microsoft Office suite, Office 365 and Microsoft desktop operating systems.
  • Provide L2/L3 resolution and remote support for incidents and problems associated with EUC equipment, software, and hardware related issues.
  • Install, configure, maintain, and troubleshoot software applications. Communicate and document troubleshooting techniques & KB Articles.
  • Build and install PCs, laptops, and peripheral devices. Manage assets within the organization- Adding device to client domain, reinstalling and reconfiguring OS and configuring new devices and fix hardware issues.
  • Knowledge of AD, AAD, Intune, SCCM & Windows 10/11- Provide end user and technical support for Windows 10 and windows 11 device config issues in Intune and application issues related to SCCM.
  • Inspect the state of Server Room UPS to avoid power failure during power outages. This involves checking if all the functions of the UPS work.
  • Advice the client on the implementation, Configuration and maintenance of Mobile Device Management (MDM) solutions to secure and manage company-owned mobile devices.
  • IT Hardware Asset Management & to ensure that all associated process are followed upon receipt of new equipment.
  • Implement the setup of projectors, laptops, teleconferencing and/or VC for meetings, staff addresses, and training as required.
  • Ensure effective collaboration between end users and global Information Technology support teams.
  • Analyze, diagnose, troubleshoot, and resolve software and hardware and network connectivity issues.
  • Troubleshooting systems issues and problems from a technical perspective.
  • Escalation regarding issues raised around the health checks and monitoring of live environment notifications, errors, and event logs.
  • Ensure full compliance on the ICT governance, policies, processes, standards, procedures.
  • BMW

Desktop Support L3

Wipro
Midrand
12.2021 - 04.2024
  • Company Overview: Medtronic
  • Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
  • Manage and/or assist with corporate projects such as hardware refresh Desktop/Laptop.
  • Provide 2nd and 3rd line support to End Users as per ITSM call log system.
  • Installing, upgrading, and providing user support on software.
  • Microsoft Office 365 product suit support and administration.
  • Provide support for conference calls, online and onsite meetings, town halls, training sessions, and medium to large onsite events using standard audio-visual equipment.
  • Facilitate the onboarding of new hire and offboarding of departing team members.
  • Support the installation and uninstallation of work-related software, such as SAP, VPN, and other enterprise applications.
  • Troubleshooting network connectivity in a LAN/WAN environment.
  • Maintain a shared knowledge base and engage in formal and informal knowledge transfer.
  • Support on mobile devices (Android and iOS).
  • Ensure effective collaboration between end users and global Information Technology support teams.
  • Analyze, diagnose, troubleshoot, and resolve software and hardware and network connectivity issues.
  • Participate in business meetings with various stake holders on a need basis.
  • Ensure full compliance on the ICT governance, policies, processes, standards, procedures.
  • Maintain client satisfaction through the delivery of Quality Desktop Support by meeting SLA targets.
  • Medtronic

Support Engineer

TalentCRU
Randburg
01.2020 - 06.2020
  • Company Overview: ABSA
  • Installing and configuring computer hardware operating systems and applications.
  • Fault finding (elicitation/investigation/analysis) on laptops and desktops. Assist in identifying and acquiring all desktop components (tools, RAM hard drives, etc.).
  • Providing support for banking software and hardware.
  • Responsible for the remote support to all Absa users utilizing the given.
  • Accurately document all equipment moves to and from end users.
  • Maintain client satisfaction through the delivery of Quality Desktop Support by meeting SLA targets.
  • Desk Analyst (Remote Support).
  • Remote tools, by resolving all non-hardware related incidents recorded in Service Now.
  • Identify and reflect in Services Now all regions where problems are being experienced on the Absa WAN for whatever reasons and re-assign them.
  • Setting up network printers.
  • Restore/resolve the incident remotely or re-assign it to the applicable area for further investigation and resolution.
  • Providing support for VPN access through 3G.
  • Exchange server mailbox maintenance including archiving mailboxes.
  • Re-assign and track problem incidents. Should it be necessary for other internal/external specialist support groups or 3rd parties to assist in resolving the incident, ensure that up-skilling takes place accordingly.
  • Escalating IT issues to the Onsite Technicians where necessary.
  • Ensure that Absa staff members are informed/updated regarding the status of their outstanding and unresolved incidents.
  • ABSA
  • Reason for leaving: Contract expired

Desktop Application Engineer

EOH
Sandton
05.2016 - 12.2019
  • Company Overview: Sasol
  • Provide 2nd and 3rd line support to all end users (hardware, software and networking related issue).
  • Email and user account administration.
  • Provide user data and application recovery.
  • Use OMADA / SCCM tool to load, customize software configurations for deployment and monitoring.
  • Support all Sasol internal softwares.
  • Assisting with SAP, Gui related issues.
  • Knowledge of Apple products.
  • Microsoft windows 7, win 10, Microsoft office 2010, 2013 and 2016.
  • Working knowledge of networks (LAN/WAN) and network equipment i.e switches and routers.
  • Ensure full compliance on the ICT governance, policies, processes, standards, procedures.
  • Play effective role in resolving identified audit queries and identify risks.
  • Maintain client satisfaction through the delivery of Quality Desktop Support by meeting SLA targets.
  • Establish VPN access for authorised remote users.
  • Monitoring and tracking of incidents to ensure that the services restoration meet agreed services level and customer satisfaction.
  • Setting up network printers.
  • Sasol
  • Reason for leaving: Contract expired

IT Technical Support

Dept. Rural Development & Land Reform
Pretoria
01.2016 - 04.2016
  • Perform moves, adds and changes (MAC) service requests as they are logged or as part of Desktop projects.
  • Provide 2nd line support to all end users (hardware, software and networking related issue).
  • Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone jacks, 3G modems) are in proper working order.
  • Microsoft windows XP, win 7, Microsoft office 2003, 2007, 2010, Groupwise (e-mail).
  • Working knowledge of networks (LAN/WAN) and network equipment i.e switches and routers.
  • Ensure full compliance on the ICT governance, policies, processes, standards, procedures.
  • Play effective role in resolving identified audit queries and identify risks.
  • Maintain client satisfaction through the delivery of Quality Desktop Support by meeting SLA targets.
  • Desk Analyst (Remote Support).
  • Monitoring and tracking of incidents to ensure that the services restoration meet agreed services level and customer satisfaction.
  • Setting up network printers.
  • Reason for leaving: Project Completed

Desktop Support Engineer

ABSA
Johannesburg
02.2015 - 12.2015
  • Perform moves, adds and changes (MAC) service requests as they are logged or as part of Desktop projects.
  • Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone jacks, 3G modems) are in proper working order.
  • Assist in preparing, maintaining and upholding standard operating procedures for configuring the desktop environment.
  • Experience with Anti-Virus software.
  • Assist in identifying and acquiring all desktop components (tools, RAM hard drives, etc.).
  • Accurately document all monitors, keyboards, hard drives, modems, network cards and other components and equipment when obtaining them from the line manager.
  • Accurately document all equipment moves to and from end users.
  • Maintain client satisfaction through the delivery of Quality Desktop Support by meeting SLA.
  • Des Analyst (Remote Support).
  • Ensuring on time delivery as per project requirement i.e computer rollouts ensuring Antivirus is installed on all PC’s, all patches up to date, PC name up to date, server connections accurate.
  • Installing all the Bank software applications.
  • Setting up network printers.
  • Server installation and RAID Configuration.
  • Create folders and assign permissions.
  • Antiviruses (Forefront, Symantec Endpoint Protection).
  • Reason for leaving: Contract expired

ICT Desktop Administrator

Lovelife
Sandton
11.2013 - 11.2014
  • Server Support- Daily server checks.
  • Adding new users to AD.
  • Managing AD Groups.
  • Mail Support (Google Apps).
  • ICT Inventory management.
  • Desktop OS installation and Support.
  • MS Office installation and Support.
  • Setting up network printers.
  • Third party OS installation and support.
  • Password resetting.
  • Troubleshooting network connection and internet.
  • Software support.
  • Basic server support.
  • Expose to network patching.
  • Reason for leaving: Contract expired

IT Technician

Avon Justin
Woodmead
04.2013 - 09.2013
  • Logging of calls using Heat system.
  • Providing 2nd level support & technical advice.
  • Hardware replacement and problem solving.
  • Desktop OS installation and Support.
  • MS Office installation and Support.
  • Setting up network printers.
  • Third party OS installation and support.
  • Password resetting.
  • Troubleshooting network connection and internet.
  • Software support.
  • Basic server support.
  • Expose to network patching.
  • Reason for leaving: Contract expired

Senior IT Technician

DBSA
Midrand
05.2009 - 12.2012
  • Company Overview: Development Bank of Southern Africa
  • Logging of calls using Heat system.
  • Providing 2nd level support & technical advice.
  • Building & repairing Desktop & Laptops.
  • Administrating E-mails and Web access.
  • Monitoring network and server performance.
  • Setting up network printers.
  • Basic knowledge of Router.
  • Backup & setup new profile.
  • VPN and 3G configuration.
  • Mobile device support (iPad, Android and Blackberry).
  • Basic server support.
  • Expose to network patching.
  • Installing of all bank application software.
  • User administration (adding users, amending distribution lists, etc.).
  • Basic knowledge of managed switches layer 2 & layer 3.
  • Troubleshooting Microsoft Outlook.
  • Test and execute disaster recovery systems.
  • Troubleshooting internet connections.
  • Working knowledge of Windows 2000/3/8, LAN/WAN, Active Directory, TCP/IP, DNS, DHCP.
  • Development Bank of Southern Africa
  • Reason for leaving: Retrenchment
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners and [Type].
  • Maintained office PCs, networks and mobile devices.

Technical Support Agent

Lexmark
Woodmead
01.2008 - 04.2009
  • Company Overview: LEXMARK SA
  • Logging of calls using Hugo system.
  • Troubleshooting of printers.
  • Setting up wireless printers.
  • Telephonic & E-mail Support.
  • Setting up network printers.
  • Troubleshooting software problems.
  • LEXMARK SA
  • Reason for leaving: career growth

Helpdesk Technician

KPMG
Johannesburg
09.2007 - 01.2008
  • Logging of calls using footprint.
  • Resting of password.
  • Setting up user account.
  • Networking (LAN) & related problems.
  • Setting up network printers.
  • Troubleshooting software problems.
  • Reason for leaving: short term assignment

PC Assembler

Axiz Pty (Ltd)
Midrand
01.2006 - 10.2006
  • Assembling PC/Server and HP machines.
  • Software installations.
  • Repairing computers.
  • Updating BIOS version.
  • Identification of compatibility.
  • Reason for leaving: Learnership

Education

High School Diploma -

Randfontein High School
Randfontein, South Africa
12.1998

Certificate - MD-102 Endpoint Administrator

Udemy
03.2024

Dell Client Foundations 2021

DELL Technologies
Johannesburg, South Africa
04.2022

Certificate - MD-100 & MD-101 Microsoft Modern Desktop

Udemy
Johannesburg, South Africa
03.2022

Certificate - CompTlA Security+ SYO-4O1

SkillSoft
Johannesburg, South Africa
11.2018

Certificate - ITIL Foundation

SkillSoft
Johannesburg, South Africa
11.2018

Certificate - CompTlA Network+ NI 0-006

SkillSoft
Johannesburg, South Africa
10.2018

Certificate - 70-243 Administering & Deploying System Center

SkillSoft
Johannesburg, South Africa
07.2017

Certificate - Microsoft Certified Solutions Expert

Torque IT
Johannesburg, South Africa
09.2016

Certificate - PC Engineering A+

Havatech
Johannesburg, South Africa
06.2002

Concept of Data Process

Luso
Johannesburg, South Africa
09.1999

References

  • NSC Global - BMW, Mr. Itumeleng Diloke, Team Leader, 073 803 8653, Itumeleng.doloke@partner.bmwgroup.com
  • EOH, Mr. Thabiso Mokoo, Team Leader, 081 845 3210, thabiso.mokoo@ioco.tech
  • Merafong local municipality, Mr. Leslie Selemela, Team Leader, 018 788 9017, lselemela@merafong.gov.za

Timeline

Field Support Engineer

NSC Global
05.2024 - 05.2025

Desktop Support L3

Wipro
12.2021 - 04.2024

Support Engineer

TalentCRU
01.2020 - 06.2020

Desktop Application Engineer

EOH
05.2016 - 12.2019

IT Technical Support

Dept. Rural Development & Land Reform
01.2016 - 04.2016

Desktop Support Engineer

ABSA
02.2015 - 12.2015

ICT Desktop Administrator

Lovelife
11.2013 - 11.2014

IT Technician

Avon Justin
04.2013 - 09.2013

Senior IT Technician

DBSA
05.2009 - 12.2012

Technical Support Agent

Lexmark
01.2008 - 04.2009

Helpdesk Technician

KPMG
09.2007 - 01.2008

PC Assembler

Axiz Pty (Ltd)
01.2006 - 10.2006

Dell Client Foundations 2021

DELL Technologies

Concept of Data Process

Luso

High School Diploma -

Randfontein High School

Certificate - MD-102 Endpoint Administrator

Udemy

Certificate - MD-100 & MD-101 Microsoft Modern Desktop

Udemy

Certificate - CompTlA Security+ SYO-4O1

SkillSoft

Certificate - ITIL Foundation

SkillSoft

Certificate - CompTlA Network+ NI 0-006

SkillSoft

Certificate - 70-243 Administering & Deploying System Center

SkillSoft

Certificate - Microsoft Certified Solutions Expert

Torque IT

Certificate - PC Engineering A+

Havatech

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Tebogo KulaField Support Engineer