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
2018.10 - 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
2017.12 - 2018.02
- 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
2016.06 - 2017.10
- 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 2007.01 - 2013.12
Skills
Network Engineering
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
2018.10 - Current
Help Desk
Chocolate Milk and Cookies
2017.12 - 2018.02
System Maintenance & Administrator, Supervisor
Traffic Easy Flow
2016.06 - 2017.10
National Senior Certificate Grade 12 -
Thuto Ke Maatla Comprehensive School
2007.01 - 2013.12
Higher Certificate - Information Technology, Computer Architecture
Support Service
Rosebank
College, Inspired Schools
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