Tebogo Mabena-Pitso
IT Helpdesk Technician
Roodepoort,GP
Summary
A highly motivated and capable IT Technician as well as Helpdesk operator. Having a 'hands on' approach to all areas of a helpdesk technician and possessing excellent customer skills. A quick leaner who can effortlessly fit into aa pre-existing established workplace team and environment
Overview
8
8
years of professional experience
Work History
Helpdesk Support Engineer
Beginning to End Technologies
09.2022 - Current
- Incident Management: Logging tickets, managing and communicating with the clients (helpdesk systems, Freshdesk and Splynx)
- Fibre support: Supporting home and business fibre line, logging tickets with providers and ensuring the issues are resolved. I also troubleshoot issues such as speeds, latency and fauly fibre routers
- Voip support: I create accounts and assign DIDs under Session Telecoms software.
- Configure pabx and also configure phones for client (IP addressing completed by someone else)
- Support clients that have voip issues, incoming and outgoing calls as well as if the pabx is not working. I troubleshoot all voip related issues
- LTE management: have access into LTE portal, assist in activatting the simcards, monitor data and troubleshoot LTE related issues where simcards are not connecting
Helpdesk Support Engineer
LinkUp Communications
08.2020 - 07.2022
- Incident logging: Logging tickets on MSP Helpdesk
- Incident handling: Following up on assigned tickets and update clients accordingly
- Customer Communication: I deal with clients telephonically and via email in an efficient, courteous and prompt manner
- Troubleshooting: Diagnose the problem, identify the root cause and resolve the issue. either remotely or telephonically
- Printer support: Ordering toners and arrange printer maintenance and repairs. I also add printers for clients on their PCs
- Hardware support: Troubleshoot and repair desktops and laptops e.g replace laptop screens, hard drives and RAMs
- Windows 10 and Mac related issues: Troubleshoot hardware and software related issues and resolve where possible
Junior NOC Engineer
CMC Networks
08.2018 - 01.2020
- Incident logging: Capture detailed and accurate information od the incident either telephonically and via email
- Incident Handling: Follow up on all assigned tickets and ensure customers are updated hourly. Escalate outstanding incidents to supplier or senior engineers for resolution
- Customer Communication: Deal with customers either telephonically or email in an efficient, courteous and prompt manner
- Troubleshooting: Diagnose the issue/fault, identify the root cause and resolve the issue as promptly and effectively as possible
- Performing data backups when required and basic troubleshooting
- Monitoring network performance to determine if adjustments need to be made
ICT Technician
Raymond Mhlaba Secondary School
11.2016 - 06.2017
- Attended meetings with ICT committee and engage on various ICT issues
- Provide assistance to staff members and learners with their computers, smart boards and tablet issues
- Provider support on hardware, software and troubleshoot; smart boards, desktops/laptops. leaner tablets, printers and scanners
- Provide administration support; data capturing, filing and photocopying
- Generate a monthly report on technical faults and communicating with third party specialists for assistance
- Responsible for supporting Windows XP, Windows 7, Windows 8, Windows 10 and Microsoft Office 2007
Education
No Degree - NQF Level 5 IT Systems Support
CTU Training Solutions
04.2001 -
No Degree - NQF Level 4 IT Technical Support
Ekasi IT Solutions
04.2001 -
No Degree - Matric
Hoerskool Westonaria High School
Westonaria 04.2001 -
Skills
Microsoft Office
Office 365
Printers
Windows 10
Windows 7
Mac OS
Communication
Customer Support
Helpdesk Support
Remote support
Ticket management
Desktop troubleshooting
Hardware and software repair
Hockey
I enjoyed playing hockey from an early age and still do participate in friendly games when I can
Timeline
Helpdesk Support Engineer
Beginning to End Technologies
09.2022 - Current
Helpdesk Support Engineer
LinkUp Communications
08.2020 - 07.2022
Junior NOC Engineer
CMC Networks
08.2018 - 01.2020
ICT Technician
Raymond Mhlaba Secondary School
11.2016 - 06.2017
No Degree - NQF Level 5 IT Systems Support
CTU Training Solutions
04.2001 -
No Degree - NQF Level 4 IT Technical Support
Ekasi IT Solutions
04.2001 -
No Degree - Matric
Hoerskool Westonaria High School
04.2001 -
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