Tselane Sekgala
IT Helpdesk Technician Tier 2
Kaalfontien
Summary
Confident IT Support Technician with expertise in help desk environments, assisting both employees and customers with technical issues and provide the highest level of customer service and efficiency. As a seasoned IT professional with 4 years of experience in the industry, with proven track record of delivering successful projects, provide technical support and managing teams effectively. hold a Diploma in Network Systems from Boston City Campus and have completed various IT certifications include End User Computing & CompTIA A+ N+. My goal is to leverage my knowledge and skills in end-user support, network, and desktop support to deliver effective IT support solutions and ensure the highest level of IT service performance.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
17
17
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
IT Helpdesk & Administrator
Cerba Lancet Africa
Milpark, Johannesburg
9 2023 - Current
- Reporting to Group IT Manager | Providing 2nd line helpdesk & administration support monitoring incoming helpdesk calls, ensuring timely resolution of technical issues
- Overseeing a team of 2 helpdesk officers located in Zambia & eSwatini, delegating tasks, and guiding to ensure efficient IT management of user support tickets
- Coordinate project activities, including hardware, software upgrades, migrations, and installations
- Super User Training
- Managing and addressing escalation providing support to complex computer problems to in-country IT Team across 14 countries in Africa, including Botswana, Ethiopia, Gabon, Ghana, Kenya, Mozambique, Nigeria, Rwanda, South Africa, Swaziland, Tanzania, Uganda, Zambia, and Zimbabwe
- Administering On-Premise Active Directory, creating and managing user accounts, and ensuring synchronization with Office 365 for seamless access and collaboration
- Administering Azure AD and Office 365, managing user accounts, groups, audit logs monitoring and permissions in Azure Active Directory, setting up and configuring Office 365 services, and enforcing security measures such as Multi-Factor Authentication (MFA) and managing security policy in office 365
- Adapting and implementing group IT policy and best practice guides for organization
- Running regular checks on network and data security
- Running and sharing regular operation system reports with senior staff
- Develop test strategies for new hardware and software.
- Arranged safeguarding of organizational systems through Sentinelone endpoint security console, ensuring solid protection against cyber threats and vulnerabilities to computers connected
- Lead large IT projects, including design and deployment of new IT systems ad services.
- Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations, and outages
- Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving IT infrastructure.
- Setup analyzers, analyzers connection, Laboratory information system.
- Ensure nYna middleware system is ready to Go Live
- Leading particular installation process between nYna (LIS) system and lab analyzers
- Flexed exceptional leadership skill in spearheading extensive global rollout of nYna laboratory information system (LIS) project across diverse lancet laboratory facilities, delivering hands-on training to help smooth integration of advanced system
- Profound expertise in GLPI helpdesk system configuration, updates and tracking of technical issues
- Setting up and maintaining internal systems, and troubleshooting issues with printers, routers, modems, and other network devices
- Possess solid understanding of Sage system and its functionalities related to purchase order (PO) creation and receipting for IT equipment
- Coordinating repairs with external suppliers when in-house solutions are not feasible
- Promoting strong working relationships within IT team, fostering open communication and collaboration to deliver IT services.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations
IT Technician Tier 2
The Workforce Group
Parktown
10.2020 - 08.2023
- Reporting to IT Service Desk Manager | Manage computer hardware and software including Microsoft Office 365 suite, Share drives, and TCP/IP phones
- Streamlined IT support processes, resulting in increased productivity within IT department.
- Act as point of escalation for support queries
- Work closely with IT Service Desk Manager part taking initiatives to improve quality and effectiveness of Service Desk
- Administering Active Directory (creating new user accounts and management of accounts on Active Directory domain environment)
- Strong experience with Microsoft Cloud solutions such as Microsoft 365 and Azure
- Administering Microsoft 365/Azure AD cloud-based services, creating and managing Microsoft Office 365/Exchange account
- Internal system setup troubleshoots printer issues, routers, modems, and other devices connected to network
- Install and Enable Office 365 services (Outlook, Teams, Office Suite)
- Good understanding of OS ticking system and Manage Engine
- Install new desktops/ laptops in line with required standards and assist with tiers 1st and 2nd support and escalations
- Work continuously on task until completion, updating tickets and data
- OneDrive data backup and configuring IP Phones (PBX)
- Networking (Physical Infrastructure)
- Printer Troubleshooting
- Provide remote support to staff and external client desktop and laptop systems to troubleshoot logged issues
- Talk to staff or users through series of actions either remotely working on user's machines, face-to-face, or over phone to help resolve issues and set up systems
- Providing PC specifications with organization's standard pc spec, upgrading desktops/laptops to meet organization's standard pc spec requirements.
- Installed and configured operating systems and applications.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
End User Computing Support (Call Centre)
Trainingforce (under The Workforce Group of companies)
Parktown
10.2019 - 02.2020
- Reporting to the Call Center Manager | Provided technical support to call centre users, and support printer queries
- Performed in-person support sessions, calls, chats, and emails
- Troubleshooting and upgrading the desktop machine
- Analysing client requests and attending quickly and accurately
- Working hand in hand with The Workforce Group IT Shared drivers mapping, joining machines to domain.
- Maintained call center PCs
- Enhanced end-user experience by providing efficient computing solutions and support
- Installed and configured operating systems and applications
Volunteer IT Student Support Technician
Boston City Campus College
Braamfontein
05.2019 - 10.2019
- Reporting to Boston Campus Braamfontein IT Technician/Student Advisor | Provided timely and effective multimedia support to end users in classrooms and other learning spaces
- Worked closely with IT Technician to quickly resolve any issues that may arise with active questioning and listening skills
- Troubleshooting Cloud gate - square mini-PCs
- Managed and maintained computer labs and equipment.
- Installed and configured operating systems and applications
Education
Diploma - Network Systems
Boston City Campus College
Johannesburg, South Africa 01.2020 - 11.2023
High School Diploma -
Diepsloot Secondary No 3
Diepsloot, South Africa 01.2001 - 12.2013
Skills
Project coordination
Good understanding of Active Directory (AD), Office 365/Azure services Microsoft Office suite applications, O365 license and 3rd party software's
Ability to work well with others and in isolation and client-focused
Strong communication and attention to detail
Strong technical knowledge, analytical skills, and Time management
Technical Support
Project coordination
Teamwork and Collaboration
Remote Technical Support
Certification
CompTIA A+
Accomplishments
- Successfully deployed nYna lis middleware system and went live with the new system to East region Lancet laboratory site Kenya (20 labs), Tanzania (8 labs) and Zanzibar (10 labs) configuring analyzer to connect with lis system, and Lab manager new interface training.
- Training regional IT managers and IT technicians (Eswatini, Ghana, Nigeria, Mozambique, Tanzania, Uganda, Zambia, & Zimbabwe) how to configure the new lis system, connect with the lab analyzers, sample resulting, terminating, and validating.
- Multi-Factor Authentication deployment to overall Cerba Lancet Africa SA HQ users and our 13 countries Cerba Lancet Africa branches.
- SentinelOne endpoint security deployment
- Migrating Quyn user's domain to the Workforce Group domain
- New Boardroom Video conferencing system installation, includes Logitech rally for 2 main boardroom accommodating 14 people Small boardroom using Logitech MeetUp for 2 small boardrooms, including Workforce staffing MD office boardroom and the Workforce Group CEO office boardroom
Company Name: Cerba Lancet Africa
Company Name: The Workforce Group
References
Company: Cerba Lancet Africa
- Amit Govind, IT Infrastructure and Security Manager, 0714018456
- Riaan Bezuidenhout, Group IT Manager, 0768392885
- Dr. Christophe Arzur, Chief Medical Officer, +33613462264
Company: The Workforce Group
- Momelezi Hams, IT Service Desk Manager, 0848342030 / 0745805021
- Andre Kotze, Regional ICT Manager, 0824618815 / 0100203950
Company: Trainingforce
- Kathleen Beckett, EUC Internship Project Manager, 0848092481
Company:Boston City Campus College
- Morgan Mokwena, IT Technician & Student Advisor, 0834840688 / 0113392153
Timeline
CompTIA N+
11-2024
End User Computing
07-2023
IT Technician Tier 2
The Workforce Group
10.2020 - 08.2023
Diploma - Network Systems
Boston City Campus College
01.2020 - 11.2023
CompTIA A+
10-2019
End User Computing Support (Call Centre)
Trainingforce (under The Workforce Group of companies)
10.2019 - 02.2020
Volunteer IT Student Support Technician
Boston City Campus College
05.2019 - 10.2019
High School Diploma -
Diepsloot Secondary No 3
01.2001 - 12.2013
IT Helpdesk & Administrator
Cerba Lancet Africa
9 2023 - Current