Tshegofatso Benedict Molefe
Computer Support Tech
Johannesburg
Summary
Technology-inclined professional with strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Skilled at analyzing system performance and security to ensure optimal user experience.
Overview
2025
2025
years of professional experience
8080
8080
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Desktop Support Technician
First National Bank (FNB)
Johannesburg, South Africa
7 2019 - Current
- Responsible for the timeous and effective response of IT Team Desktop user queries
- Perform onsite hardware software and peripheral updates within SLA
- Ensure System and data protection is enabled through onedrive offered by Microsoft Office 365
- Manage IT service desk and incidents to provide efficient desktop support aligned to SLA's and agreed standards
- New system installations on Standard PC, Laptops, printers, and Mobile devices
- Provision of an efficient administration service through careful and timeous planning, reporting, and updating of all related information during IT Support of hardware and software applications
- Provide Support with the implementation of desktop projects or change programmes as required by business
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Developed strong relationships with colleagues across departments, fostering a collaborative environment for troubleshooting complex technical issues.
- Played key role in disaster recovery efforts, swiftly restoring data and services after incidents.
- Generated reports to track performance and analyze trends.
- Served as 2IC, provided operational leadership, ensuring smooth workflow and stepping in for the manager during their absence.
Junior Technical Support Technician
Department of Local Government and Housing
2 2011 - 9 2011
- Responding to helpdesk technical problems from users
- Installing new softwares and peripheral devices
- Salvage key parts from older machines within an organization
- Troubleshoot hardware & networks related problems
- Installing and uninstalling software packages
- Testing of networks
- Installing printers and setting new computers
- Configuring email accounts 3G and IP address
- Monitoring network printers
Technical Support Technician (Contract)
Department of Co-Operative Governance and Traditional Affairs
11.2014 - 02.2018
- Setup and configure desktops and laptops
- Configuring emails on user's machine and mobile devices
- Installed, configured and maintained computer systems and network connections.
- Troubleshoot any technical reported incidents on desktops, laptops, mobile devices and software errors
- Logging, addressing, escalating reported technical problems with the respective ICT stream and manufacture where applicable
- Provide assistance with ICT Cooperate Governance implementation and maintenance
- Managed high levels of call flow and responded to technical support needs as per SLA
- Assist with ICT tools of trade procurement processes
- Assist directorates with ICT related specification requests
- Presentation of ICT projects to relevant Committees
- Answering technical queries and dealing with often frustrated users
- Researched and identified solutions to technical problems.
- Responsible for supporting: Windows XP/Windows 7/8/10/ Microsoft Office 2007/2010/2013 and Microsoft Office 365
- Configured and tested new software and hardware prior to deployment.
- Supporting backup products (Cibecs)
- Support Anti-Virus products (SCEP)
Education
National Advanced Diploma - Information Resource Management
UNISA
Physical Sciences Stream (Matric)
Thomas Mofolo High School
04.2001 - 01.2009
ITIL Foundation - IT service Management
Fox ITSM
Prince 2 Foundation - Project Management
CTU Training Solutions
Azure Fundamental AZ-900 -
Microsoft
Skills
Ticketing system proficiency
Project management
Customer needs assessment
Diagnostic testing
Time management abilities
Teamwork and collaboration
Technical support
Root-cause analysis
Incident management
Firstnames
Tshegofatso Benedict
References
- Modibedi Oliphant, Department of Co-operative Governance and Traditional Affairs, Manager - CIO, modibedio@webmail.co.za, 082 401 1104
- Beverley Thekisho, First National Bank (FNB), Team Leader, kthekisho@fnb.co.za, 073 990 5209
Personal Information
- ID Number: 9208160349080
- Date of Birth: 08/16/1992
- Gender: Female
- Driving License: Code 10
Certification
ITIL Foundation in IT service Management
Timeline
Azure Fundamental AZ-900
11-2020
Prince 2 Foundation in Project Management
10-2016
ITIL Foundation in IT service Management
01-2016
Technical Support Technician (Contract)
Department of Co-Operative Governance and Traditional Affairs
11.2014 - 02.2018
Physical Sciences Stream (Matric)
Thomas Mofolo High School
04.2001 - 01.2009
Desktop Support Technician
First National Bank (FNB)
7 2019 - Current
Junior Technical Support Technician
Department of Local Government and Housing
2 2011 - 9 2011
National Advanced Diploma - Information Resource Management
UNISA
ITIL Foundation - IT service Management
Fox ITSM
Prince 2 Foundation - Project Management
CTU Training Solutions
Azure Fundamental AZ-900 -
Microsoft