Thapelo Mpho Twala

Highly adaptable and versatile IT technician with a strong aptitude for fixing faulty hardware, installing new assets, and providing continuous support for business operations. Thrives in rapidly changing work situations and understands the evolving needs of employees. Demonstrates consistent effectiveness in all technical operations and technological procedures, consistently delivering beneficial outcomes.

• 11/01/23, Present, Sanlam (SGT), IT Technician (FSE) L2, Set up, maintain and troubleshoot Microsoft Windows desktop computers, laptop, servers and mobility devices., Setup and configured printers, scanners and smartphones Service desk management, Maintain inventory of all hardware and software resources and parts, Create and setup users on Office 365 and Active Directory/Azure, Support Z-scaler, and Web browsers(Chrome, MS Edge), Procure quotes and liaised with suppliers., Strong knowledge of System Center Configuration Manager (SCCM), Strong knowledge of Microsoft Entra, Ensured that all the incidents/requests were responded to within required SLA on BMC, Install, troubleshoot and configure Avaya softphones and deskphones
• 08/01/22, 10/31/23, Hambisana, IT Technician, Set up, maintain and troubleshoot Microsoft Windows desktop computers, laptop, servers and mobility devices., Setup and configured printers, scanners and smartphones Service desk management, Maintain inventory of all hardware and software resources and parts, Managed and supported ESET Antivirus and OneDrive Backup, Create and setup users on Office 365 and Active Directory/Azure, Ensured Hikvision cameras were operational by checking the main device, network, and port, verify connectivity, ping the IP., VPN(FortiClient) configuration and support via Teams, Telephony, TeamViewer, Any desk, Procure quotes and liaised with suppliers., Ensure and maintain network connectivity on all sites using Ruckus Zone Director, Ensure connectivity with configurations on Mikrotik, Ensured that all the incidents/requests were responded to within required SLA using Microsoft Dynamics
• 12/01/18, 12/31/21, Akhile Management&Consulting, IT Technician, As the only IT employee within the company, I was responsible for the day to day running of IT and Audio-Visual Systems, Set up, maintain and troubleshoot Microsoft Windows desktop computers, laptop, servers and mobility devices., Installed and configured switches, network cabling, patching, WIFI, Setup and configured printers, scanners and smartphones, Maintained inventory of all hardware and software resources and parts, Managed and supported ESET Antivirus and OneDrive Backup, Solid knowledge of Office 365, Active Directory 2012, Skype & Lync 2016, SharePoint, and Azure Administration, Managed Users and Groups on Office 365 Admin and SharePoint, Ensured all the equipment in boardrooms were fully functional., Ensured Hikvision cameras were operational by checking the main device, network, and port, verify connectivity, ping the IP., Offered on-site and remote support., Enabled and disabled alarms, VPN configuration and support via Teams, Telephony, TeamViewer, Any desk, Responsible for the maintenance of office facilities, gate motors, electric fence, UPS system, ZKA access biometric system and Paradox security systems., Procured quotes and liaised with suppliers
• 05/01/18, 10/31/18, Omnia, IT Support Analyst, Ensure calls are recorded in the SSCM system, accurately documented and categorized, Ensure that all the incidents/requests are responded to within required SLA, Provide telephonic/remote support, Ensure clients are kept up to date regarding their incidents and requests, Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems, Maintain a high degree of first-time resolution for all support queries and adhere to all service management principles as directed., To take ownership of end-user issues and problems and be pro-active when dealing with user issues and help them resolve any hardware or software problems., Ensure connectivity to IT systems and the internet., To support users remotely as well as onsite as directed., Support users in the use of computer equipment by providing necessary training and advice., To escalate more complex calls according to the escalation procedure keeping ownership for the duration of the problem., Pre-build and setup PCs/ notebooks/mobile devices and systems where required., Keep an asset register for all company IT hardware/software, telecomm systems and PABX systems., Solid knowledge of Office 365, Active Directory 2012, Skype & Lync 2016, Polycom phones, Onedrive and other applications used by the organisation, Ensure all the equipment in boardrooms are fully functional (projectors, Plantronics, audio), Solid knowledge of Service Manager Console
• 08/01/14, 03/31/18, Cummins, Snr IT Support Analyst, Set up, maintain and troubleshoot Microsoft Windows desktop computers, laptops and servers for Cummins Africa, Building of desktops, laptops, and company issued mobility devices all over Africa, Install and configure switches, network cabling, patching, WIFI, Set up and configure printers, scanners, and other peripherals (smartphones)., Maintain inventory of all hardware and software resources & parts, Manage and support Symantec Backup Exec, EMC Backup, Solid knowledge of Office 365, Active Directory 2012, Skype & Lync 2013, CISCO phones, Onedrive and Remedy, Ensure all the equipment in boardrooms are fully functional (projectors, Plantronics, audio)
• 03/01/14, 06/30/14, Business Connexion CEB Maintenance, IT Technician (Customer Engineer), Set up, maintain and troubleshoot Microsoft Windows desktop computers and servers for Shoprite Group, Building of desktops, laptops, and company issued mobility devices all over South Africa, Configure and setup WINS and DNS on machines, Install and configure point of sale scanners and pinpads., Set up and configure printers, scanners, and other peripherals., Maintain inventory of all hardware and software resources and parts
• 06/01/13, 12/31/13, Technology Corporate Management (Ernst & Young), IT Technician, Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop and laptop computers for Ernst & Young, Building of desktops, laptops, and company issued mobility devices all over South Africa & Africa, Deployment of desktops, laptops, and company issued mobility devices., Install and configure software., Set up and configure printers, scanners, and other peripherals., Maintain inventory of all hardware and software resources and parts, Maintain excellent communication with all end users and other members of the technology department
• 02/01/11, 01/31/13, Toyota Tsusho Africa, Microsoft Technician, Network Support & Management, Microsoft Systems Administration, MS, WSUS and AV update services, Service desk management, Update and close calls on the Service Desk, Install, configure, troubleshoot, maintain, upgrade, and repair server/desktop/laptop/network hardware and peripherals used by the organization, Resolve and rectify identified software faults & replace faulty hardware components, Propose, discuss and evaluate potential solutions with service providers support staff & implement agreed field modifications or workarounds as directed, Configure stand-by equipment to ensure service continuity, Provide detailed advice and guidance to all users in the effective use of systems, products and services, Provide an effective interface between users and service providers by supplying all necessary diagnostic information, according to established procedures, Plan and commission desktop systems, products and services, and networks, and their upgrades, and demonstrate all features
• 08/01/09, 02/28/11, Standard Bank, IT Service Desk 2nd Level Support, Remote desktop using Altiris, 3270 Mainframe applications, Password resets, Rebuilding PCs, Logging incidents 'Remedy', Business applications 'Microsoft', Windows XP and Vista desktop Support, Ms Office desktop support, Hardware / Software support, Support generic applications
• 06/01/08, 07/31/09, GijimaAst (Absa), Field Systems Engineer, Windows 2000/XP and Vista Desktop Support, Installation of Printers and Software, 1st Line Support of all internally developed applications, Ensure successful backup for all business applications, Disaster recovery support including documentation, Analyzing hardware problems, developing and implementing solutions, Maintain all IT fixed assets (Ensure fixed asset register is kept updated eg. Laptops, Desktops, 3G cards etc), Basic network support

• ID Number: 840624 595 082
• Health Status: Excellent
• Date of Birth: 06/24/84
• Gender: Male
• Nationality: South African Citizen
• Driving License: Code 10 (Prdp)