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
Johannesburg, South Africa
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
North Riding, South Africa
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
Woodmead, South Africa
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
Tshepisong
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 -