Thabiso Ivan Masilo
Level 2 IT Support Engineer
Johannesburg,GP
Summary
Career Goals: To strive for excellence, achieve career advancement through a continuous learning process and be competitive with the changing state of the world; Seek challenging assignments and responsibilities, with an opportunity for growth; To enhance my working capacities, professional skills, and serve the organization in the best possible way with sheer determination and commitment. Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Level 2 IT Support Engineer
Inspired Education
Midrand, Gauteng
10.2018 - Current
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Maintained response times to support business continuity.
- Designed tailored engineering solutions for customers based upon key requirements.
- Documented faults and bugs for referral to development staff for use in updates.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Researched new tactics to better hone responses and shorten remediation times.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Updated and maintained current customer support database.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Help Desk
Chocolate Milk and Cookies
12.2017 - 02.2018
- Diagnosing system errors and other issues
- Setting up emails for new stuff using the company’s domain
- Providing technical assistance for questions and problems
- Resolving problems with networks and other computer systems
- Remotely accessing their computer to fix errors
- Responding to queries via chat and phone.
System Maintenance & Administrator, Supervisor
Traffic Easy Flow
06.2016 - 10.2017
- Keep records of repairs and fixes for failure reference
- Follow up and update all user on the calls where applicable
- Log incidents on IT Service Management system from incoming calls and emails
- Setting up hardware and installing and configure software and drivers
- Installing well-functioning LAN/WAN and other networks
- Perform regular upgrades to ensure systems remain updated
- Offer timely technical support and teach users how to utilize computerscorrectly
- Duties
- Accomplishing staff job results by coaching, counseling, and disciplining Pointsmen
- Completing operations by developing Site inspections, schedules; assigning, implementing productivity, and monitoring work
- Maintaining staff by recruiting, selecting, orienting, and training Pointsmen
- Providing a safe and healthy work environment adhering to legal regulations.
Education
Higher Certificate - Information Technology, Computer Architecture
Support Service
Rosebank
College, Inspired Schools
National Senior Certificate Grade 12 -
Thuto Ke Maatla Comprehensive School
Tembisa 01.2007 - 12.2013
Skills
Network Engineering
Performance Optimization
Remote Diagnostics
Hardware integration
Technical fault tracking
Support system management
Network security architecture
Enterprise WiFi management
IP address structure
VLAN aggregation
Firewall management tools
Active Directory
PABX (3CX)
Server Administrator
DHCP
Accomplishments
- Strong work ethic, well organized and able to work under pressure to a tight deadline
- Sound organizational, administrative skills; and good interpersonal and communication skills – written and verbal
- Problem-solving, information gathering, and analytical skills
- Knowledge of Microsoft Applications
Reference
Name: Mr. Marius Jordaan
Position: I.T Operational Manager: Fuchs
Contact Details: 083 212 6164
Name: Ms. Pakiso Albertus
Position: Project Manager/Producer: Lefa Laka Media
Contact Details: 084 529 6421
Timeline
Level 2 IT Support Engineer
Inspired Education
10.2018 - Current
Help Desk
Chocolate Milk and Cookies
12.2017 - 02.2018
System Maintenance & Administrator, Supervisor
Traffic Easy Flow
06.2016 - 10.2017
National Senior Certificate Grade 12 -
Thuto Ke Maatla Comprehensive School
01.2007 - 12.2013
Higher Certificate - Information Technology, Computer Architecture
Support Service
Rosebank
College, Inspired Schools