TSHEPO MOLIBELI
Senior Technical Support Engineer
Johannesburg
Summary
Highly skilled Senior Technical Support Engineer with extensive experience in managing complex technical issues and optimizing IT infrastructure. Demonstrates expertise in troubleshooting hardware, software, and networking challenges across diverse systems, including Windows and macOS. Adept at implementing IT service management best practices to enhance efficiency and ensure seamless user experiences. Recognized for exceptional problem-solving abilities, effective communication, and delivering solutions that exceed organizational goals. Committed to staying updated with the latest technologies and providing mentorship to junior team members.
Overview
10
10
years of professional experience
Work History
Senior Technical Support Engineer
Altron Digital Business
07.2023 - Current
- Create new user accounts, managed shared drive access, and configured distribution lists using Active Directory, MS Exchange Server, and Azure AD Admin Center
- Manage and maintain enterprise-level hardware, software, and network systems to ensure optimal performance
- Effectively communicate with end-users, customers, and IT teams to provide updates, resolutions, and follow-ups on technical issues
- Ensure compliance with IT security policies through system audits and proactive measures
- Took ownership of escalates incidents, managing them to resolution while ensuring SLA adherence and timely completion
- Collaborate with cross-functional teams to plan and execute system upgrades and migrations for operating systems and applications
- Author technical documentation to improve support processes and enhance end-user understanding
- Remove malicious software and viruses from infected devices, ensuring system integrity
- Assist users with Multifactor Authenticator setup and BitLocker recovery processes
- Support VPN configurations and resolve connectivity challenges for remote users
Senior Remote Support Engineer
Business Connexion (BCX)
05.2020 - 06.2023
- Delivered remote technical support to over 44,000 end-users across multiple regions, resolving complex IT issues efficiently while meeting SLA targets
- Mentored and trained junior engineers, enhancing their troubleshooting skills and technical expertise
- Planned and executed system upgrades and migrations in collaboration with cross-functional teams
- Assisted users remotely with software installations, system configurations, and network troubleshooting
- Authored user guides and knowledge base articles to promote self-service support for end-users
- Assessed and optimized system hardware and software to improve speed and reduce lag times
- Documented all incidents and resolutions, contributing to an extensive knowledge base for future reference
- Patched software and installed updates to address security vulnerabilities and ensure data protection
- Collaborated with IT teams to implement security measures and establish reliable backup solutions
- Configured and maintained VPN connections, resolving remote user connectivity challenges effectively
Remote Support Engineer
T-Systems South Africa
07.2017 - 04.2020
- Provided comprehensive remote support to over 44,000 users, addressing software, hardware, and network issues to ensure uninterrupted operations
- Configured and managed VPN connections to enable secure remote access for users
- Partnered with on-site IT teams to resolve escalated technical challenges and optimize system performance
- Resolved approximately 50 tickets weekly, meeting SLA targets for Level 1/2 support requests
- Guided end-users through troubleshooting processes for diverse technical issues
- Supported remote software installations, onboarding processes, and user training initiatives
- Created detailed documentation for support processes, reducing resolution times and improving efficiency
- Conducted system diagnostics to promptly identify and implement effective solutions
- Assisted with software deployment, configuration, and upgrades remotely using advanced tools
IT Service Desk Analyst
T-Systems South Africa
05.2015 - 06.2017
- Acted as the first point of contact for IT support, resolving 95% of user issues on the first interaction
- Logged, prioritized, and managed incidents using ITSM/Helix, ensuring SLA compliance and efficient resolution
- Resolved an average of 80 technical support tickets weekly, including hardware, software, and network issues
- Managed user accounts, including password resets and access permissions, through Active Directory
- Identified recurring problems, documented resolutions, and contributed to an extensive knowledge base for future use
- Supported Level 1 tasks, including basic IT troubleshooting and remote user assistance
- Maintained thorough documentation of user interactions, incident resolutions, and technical processes
Education
High School Diploma -
Evungwini Secondary School
Vrede, South Africa 04.2001 -
Skills
- Problem Analysis
- Teamwork and collaboration
- Time management abilities
- Remote Support Tools ( SCCM, Quick Assist & RDS)
- Active Directory Management
- Operating Systems: Windows and macOS
- Networking: TCP/IP, DNS, DHCP, VPN
- Network Configuration and Troubleshooting
- Hardware and Software Installation and Maintenance
- Cloud Services (Azure)
- IT Security and Compliance
- Ticketing Systems (ITSM and SMAX)
- Advanced Technical Support and Troubleshooting
Education And Certifications
- Microsoft Certified: Azure Administrator
- Microsoft Certified: Azure Solutions Architect Expert
- Microsoft Certified: Azure Security Engineer
- Microsoft 365 Certified: Administrator
- Microsoft 365 Certified: Endpoint Administrator
- MCITP Enterprise Administrator
- Cisco Certified Network Associate (CCNA) – Security
- Cisco Certified Network Associate – Routing & Switching
- CompTIA A+
- CompTIA N+
- CompTIA Server+
- CompTIA Security+
- CySA+ (Cybersecurity Analyst)
- Certified Administrator (PCNSA)
- CyberArk Trustee
- Juniper Networks Certified Associate – Security (JNCIA-SEC)
- Juniper Networks Certified Associate – Junos (JNCIA-Junos)
- ITIL v4 Foundation
References
References available on request.
Timeline
Senior Technical Support Engineer
Altron Digital Business
07.2023 - Current
Senior Remote Support Engineer
Business Connexion (BCX)
05.2020 - 06.2023
Remote Support Engineer
T-Systems South Africa
07.2017 - 04.2020
IT Service Desk Analyst
T-Systems South Africa
05.2015 - 06.2017
High School Diploma -
Evungwini Secondary School
04.2001 -
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