Tsepo Kuali
Benoni
Summary
Reliable IT Help Desk Technician with substantial background in providing technical assistance and support for issues related to computer systems, software, and hardware. Strong capability in troubleshooting and resolving technical problems, maintaining documentation of all system issues promptly and accurately. Demonstrated ability to communicate complex information to non-technical staff effectively while also having improved overall customer satisfaction ratings during tenure in previous roles.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Remote Support Engineer
IOCO(EOH)
Randburg
01.2023 - Current
- Assist with Creation and Support of onboarding users on the on Prem Active Directory and Cloud migrations
- Active Directory and user/role management
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Configured and maintained network servers such as DNS, DHCP, FTP, and web servers.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
- Installed and configured operating systems including Windows Server 2008, 2012, 2016.
- Managed user accounts on domain controllers using Active Directory.
- Performed system backups for disaster recovery purposes.
- Monitored system performance to ensure optimal functioning of services.
- Created knowledge base documents for frequently asked questions.
- Documented all activities performed in accordance with procedures established by IT department.
- Collaborated with stakeholders from different business units when necessary.
- Participated in regular meetings with management regarding project status updates.
- Reported any issues found during maintenance operations promptly to supervisors.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Utilized advanced technical expertise to improve support processes and streamline customer service actions.
- Provided remote troubleshooting and support for software and hardware problems.
- Assisted in the deployment of new software applications and hardware systems.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Manage and resolve tickets logged on helpdesk
- Take ownership of assigned incidents, managing them through to resolution
- MS 365 Environment management
- Collaborate with third-party service providers to address and resolve issues as required
- Ensure timely closure of support tickets and effective communication with clients throughout the resolution process
- Administration of Microsoft 365 Products and Azure products and Services
- Install, Configure and Assist with users with various vpn's
- Diagnose and resolve software issues on a range of software applications i.e., Windows OS, Office 365, SAP Business One, etc
- Diagnose and resolve hardware issues - Printers, PC's, Scanners etc
- Collaborate with third-party service providers to address and resolve issues as required
- Perform firmware and software updates
Remote & Desktop Engineer
Mascot Security
Bedfordview
01.2016 - 01.2019
- -Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop application failures
- -Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
- -Project Initiation And Management
- -Desktop support on Windows 10 devices
- -Identify and escalate priority issues
- -Handle and resolve customer complaints
- -Build and maintain hotel key cutting systems databases
- -Assist in installations and troubleshooting of Hotel Door Locks
- -Assist in Programming and troubleshooting hotel safes
- -Providing 1st& 2nd Line Support (Telephonic Troubleshooting & TeamViewer Support) To Hotels
- -Day to Day Technical Field support
- -Maintain all software and hardware problems related to IT
- -install, configure and replace computer components
- -Provide user data and application recovery
- -Resolve and close calls via Blue wave CRM
- -Ensure virus protection functionality and updates on virus software
Field & Remote Support IT Engineer
EOH Business Park
Gillooly's View
01.2015 - 01.2016
- Trouble-shoot desk-top computer and LAN problems and failures
- Resolve incidents and upgrade different types of software
- To resolve incidents with printers, copiers and scanners
- Identify and escalate priority issues
- Handle and resolve customer complaints
- Server and network monitoring and maintenance to ensure optimal environment
- Creating new user accounts and mailboxes on Exchange and Active Directory
- Windows Server basic support, (File and Print, DNS, DHCP, Shares, Permissions)
- Responsible for screening logged incidents and assign to relevant Departments timeously
- Support of workstation hardware and software and associated peripherals
- Desktop and laptop support (including backups, email setup or trouble shoot, file structure, printing setup or troubleshoot)
- Novell And Group Wise Support, Socpen (Terminal) & BAS Support
- Install and support windows desktop packages including anti-virus and mail
- Provide support on modem and connectivity problems
- Day to Day Technical Field support
- Daily Proactive Management and monitoring of Client Backups
- Install, configure and replace computer components
- Troubleshoot network related issues
- Troubleshoot printer issues
- Troubleshoot issues with internal applications and systems
- Resolve and close calls via Remedy ITSM
- Participate in admin tasks allocated in the department
Tier One Customer Care Agent
Cell C
04.2011 - 04.2014
- Process payments accurately and resolve customer issues
- Research required information using available resources
- Call and follow up customer calls/Queries
- Complete call logs
- Identify and escalate priority issues
- Handle and resolve customer complaints
- Build and maintain positive Relationship with customers
- Handling of support calls while maintaining high level of professionalism
- Responsible for screening logged incidents and assign to relevant
- Departments timeously
- Contacting clients for call resolutions satisfaction
- Assist with client communication where there is downtime
- Delivering results and meeting customer expectations
Education
Matric -
Ephes Mamkeli Secondary
Call Centre Certificate -
Havatech Skills College
PC Engineering -
Havatech Skills College
Certification - N+
Havatech Skills College
MCTIP National Certificate -
Havatech Skills College
Life Skills, Entrepreneurial skills &Computer Literacy -
Adelaide Tambo Development Centre
Skills
- Networking
- System Administration
- Active Directory
- Desktop support
- Windows Administration
- Remote Technical Support
- Application installations
- Remote assistance
- Malfunction tracing
- Debugging
- User Support
- Technical Documentation
- Technical Writing
- Project Coordination
- Application support
- Server maintenance
- Operating systems
- Quality Assurance
- Ticketing systems
- Incident Management
- Technical Support
- Troubleshooting skills
- Project Management
- Remote Support
- Backup and recovery
- Technical Analysis
- Security Protocols
- Hardware troubleshooting
- Hardware and software installation
- Troubleshooting and diagnostics
- Virtualization Technologies
- Hardware support
- Network Troubleshooting
- System Configuration
- Customer Education
- Web Security
Certification
- A+
- N+
- MCTIP
- Call Centre / Telephone etiquette
Languages
Sesotho
First Language
English
Upper Intermediate (B2)
B2
Isizulu
Proficient (C2)
C2
Setswana
Proficient (C2)
C2
Sepedi
Advanced (C1)
C1
References
- Joe, Mitsuki, Supervisor Mascot Safe, 011 453 9350
- Herman, Maditsi, Service Delivery Manager, 011 607 8100
- Frieda, Makakase, Cell C HR Rep, 011 324 4000
- Kobus, Obermeyer, Head of Operations, kobus.obermeyer@iOCO.tech, 011 607 8100
Timeline
Remote Support Engineer
IOCO(EOH)
01.2023 - Current
Remote & Desktop Engineer
Mascot Security
01.2016 - 01.2019
Field & Remote Support IT Engineer
EOH Business Park
01.2015 - 01.2016
Tier One Customer Care Agent
Cell C
04.2011 - 04.2014
- A+
- N+
- MCTIP
- Call Centre / Telephone etiquette
Matric -
Ephes Mamkeli Secondary
Call Centre Certificate -
Havatech Skills College
PC Engineering -
Havatech Skills College
Certification - N+
Havatech Skills College
MCTIP National Certificate -
Havatech Skills College
Life Skills, Entrepreneurial skills &Computer Literacy -
Adelaide Tambo Development Centre
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