Summary
Overview
Work History
Education
Skills
Personal Information
Work Availability
Languages
Interests
Websites
Work Preference
Quote
Timeline
Hi, I’m

Tebogo Makgoka

IT Technician
Kimberley,NC
Tebogo Makgoka

Summary

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. I am also one reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed.

Positive, adaptable problem-solver with strong capacity for handling customer inquiries and technical issues. Possesses foundational understanding of computer systems and software applications, including troubleshooting and diagnostic skills. Dedicated to providing effective solutions and enhancing user satisfaction.

Overview

7
years of professional experience
6
years of post-secondary education
3
Languages

Work History

Herotel
Potchefstroom

Level 1 Helpdesk Agent
06.2023 - 05.2025

Job overview

  • Offering first line support to customers, which includes taking initial call from users
  • Always striving for first call resolution
  • Determining if fault is customer-side, or WAN-side
  • Provides basic to intermediate troubleshooting on customer-side faults
  • Facilitates password changes, usage reports, and general product info
  • Remote support via AnyDesk to customers
  • Logging tickets for all client queries and escalate as necessary (close tickets if resolved)
  • Addressed basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural 'how to' questions)
  • Supplying clients with general information regarding their Wireless/Fibre service
  • Accurate screening of incoming calls, redirecting calls and taking messages
  • Checking Microsoft Teams / WhatsApp for any callback requests
  • Ensures clients are always given feedback in a timely manner
  • Assists walk-in clients where applicable
  • Reporting back weekly/daily on data captured per request from Manager
  • Reports to Manager on discovered repeat issue cases
  • Guided remote support and troubleshooting for software installations and upgrades
  • Fielded incoming help requests via help desk tracking tools, telephone and e-mail
  • Excelled individually and served as team player to resolve issues during power outages and uncaptured data
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Used ticketing systems to manage and process support actions and requests.

Clinix Health Group (Pty) Ltd
Mahikeng

IT Technician
06.2020 - 03.2022

Job overview

  • Updated, installed and configured hardware, software and drivers to maximize system functionality
  • Installed new hardware, software versions and patches on networked systems
  • Reduced errors and damaging user behaviors through effective user training
  • Checked cables, operating systems and software as part of new system configuration
  • Monitored and responded to helpdesk tickets, phone calls and in-person requests for technical support
  • Administered company licenses for team software and managed renewals
  • Achieved maximum performance for users by guiding through day-to-day use
  • Helped prevent security intrusions by quickly installing new software patches
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
  • Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
  • Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
  • Configured and tested new software and hardware.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Maintained office PCs, networks and mobile devices.

ResolveIT Solutions
Mahikeng

IT Field Support Technician
01.2020 - 06.2020

Job overview

  • Repair and maintenance on desktop and notebooks
  • Upgrading and downgrading on Windows desktops
  • Resolved emergency issues for customers, quickly restoring vital services
  • Microsoft Office installations (Microsoft Office 2013 and Office 365)
  • Corrected faults with both mechanical and electrical systems with hand and power tools
  • Delivered expert IT assistance to off-site employees and remote offices
  • Troubleshot and resolved issues with customer PCs and laptops
  • Pulled, terminated and tested network cabling
  • Fixed functional issues by updating software systems with latest patches and correcting settings
  • Advised customers about proper operation and maintenance for each piece of equipment
  • Disassembled and reassembled computers and devices with skill, verifying performance after each repair
  • Identified performance issues based on customer feedback and direct testing, planning cost-effective and speedy fixes
  • Sanitized high-touch surfaces to protect personnel and customers from viruses and germs
  • Documented, researched and resolved customer service issues
  • Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
  • Listened to customer requests and specifications and made suggestions to appropriately fulfill needs
  • Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere
  • Restored optimal performance levels by calibrating machinery to match specifications
  • Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
  • Replaced defective components and parts on malfunctioning computers and office machines.
  • Assisted customers with technical support inquiries.
  • Assisted in installing and maintaining automated teller machines in retail stores.
  • Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
  • Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.

Imperial Logistics
Johannesburg

IT Trainee
05.2018 - 07.2018

Job overview

  • Shadowed and observed professionals to obtain more information and skills
  • Learned, defined and helped manage subsystem requirements
  • Assisted supervisor and project leaders, improving operations performance with technical solutions
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.

Education

Pearson Institute of Higher Education
Potchefstroom, South Africa

Higher Certificate from Computer Information Systems
01.2018 - 12.2019

University Overview

Computer Literacy (Microsoft)

Personal Skills Development

A+ Preparation

Network+ Preparation

Windows Server

Domain Server

Application Services

Exchange Server

Introduction to IT Virtualization

Security + Preparation

Wireless Network and Security, Server: Network Infrastructure

Final Information Systems (Network Engineering)

Boston City Campus
Potchefstroom, South Africa

Diploma from Computer Information Systems
01.2022 - 09.2025

University Overview

Academic Literacy

Computer Literacy Introduction (WORD, WORD ADVANCED, OUTLOOK)

Computer Literacy Advanced (SS, SA, DB,PG)

Systems Development 1 (JAVA)

IT Systems Management 1

IT Systems Management 2

IT Systems Management 3 (VIRTUAL COMPUTING)

Introduction To Business Management

Business Ethics

Technical Systems And Support (A+)

Praxis 1

Praxis N2 (N+)

Praxis N3A (ETHICAL HACKING)

Network Systems 2A (Microsoft Azure Fundamentals)

Network Systems 2B (Microsoft Azure Administrator)

Network Systems 3 (LINUX+)

IT Project Management 3

Telecommunications 3 (CISCO)

Praxis N3B (CYBER LAW, PROJECT DEVELOPMENT AND EXECUTION)

Systems Development 2B (SECURITY+)

Skills

Personal Information

Personal Information
Driving License: Code 8
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Languages

English
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)

Interests

Sports

Traveling

Listening to music

Video games

Work Preference

Work Type

Full TimePart TimeInternship

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPersonal development programsWork from home optionTeam Building / Company RetreatsStock Options / Equity / Profit Sharing401k matchPaid time off

Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

Level 1 Helpdesk Agent
Herotel
06.2023 - 05.2025
Boston City Campus
Diploma from Computer Information Systems
01.2022 - 09.2025
IT Technician
Clinix Health Group (Pty) Ltd
06.2020 - 03.2022
IT Field Support Technician
ResolveIT Solutions
01.2020 - 06.2020
IT Trainee
Imperial Logistics
05.2018 - 07.2018
Pearson Institute of Higher Education
Higher Certificate from Computer Information Systems
01.2018 - 12.2019
Tebogo MakgokaIT Technician