Tshifhiwa Masakona
Riverside View Ext 35, Johannesburg Fourways
Summary
I've worked in various customer service roles throughout my career, from Information Technology to hospitality. I've developed excellent communication and problem-solving skills, and I'm excited to bring these skills to a new role in a different industry.
Overview
13
13
years of professional experience
3
3
Languages
Work History
QSR Support and Installs Technician
GAAP Point Of Sale
05.2019 - Current
- Handling KFC And Other Quick restaurants point of sale software and Hardware calls remotely and on site
- Installations of new POS equipment's and software
- Upgrading of hardware and software
- Training customers on POS, computers system and software programs, and Hardware
- Programming software to work in customers environment
- Troubleshooting and deployment of POS software for the clients
- Assist customers with reporting, creating users, departments, stock items and menu mix
- Analyze user’s requirements and develops functional specifications for a better result
- Maintenance and support of all computers (servers, desktops, cash registers, and laptops), databases, network and separate printers, and all other IT equipment
- Handle Call Center and Remote Support
Desktop Support Supervisor/2nd level Support
Netflow IT Solutions
05.2018 - 05.2019
- Ensuring that users are provided efficient and timely first, second and third level support at KFC Franchise
- Provide technical assistance to Field Service Technicians
- Calls management (Quality)
- Process Implementation
- Service levels and escalation
- Agent availability
- Call logging, system reporting and trend analysis
- Meetings with customers
- People management
- Relationship management and Project management
Desktop Support Technician
Netflow IT Solutions
05.2016 - 05.2018
- Install, configure, and support end-user IT hardware and software within acceptable response times
- Manage users on systems (reset passwords and create new accounts)
- Troubleshoot and resolve escalated infrastructure issues
- Daily Front-line Support
- First time call resolution and completion within a reasonable time frame
- Escalate calls to senior staff/Field technician if unable to resolve
- Logging, updating and assign calls on SaysAid
- Resolving issues remotely using Telephone, Team viewer and Ultra VNC viewer
- Assisting clients with Micros(POS) software and Hardware
Data capturer
Drake International
01.2014 - 03.2014
- Capturing and filling Invoices
- Reason for leaving: Contract expired
IT technician / Data capturer
45Degrees (Payment Solutions)
03.2012 - 07.2012
- POS hardware and transnational queries
- Data capturing
- Fixing laptops and computers
- Install/configuration of new machines
- Reason for leaving: Contract expired
Education
Microsoft Excel 2016 - undefined
Torque IT
Service Desk Analyst - undefined
Pink Elephant
National certificate in IT Systems Support - undefined
Gijima Technology People
08.2015 - 8 2016
MCSE Private Cloud (Learnership) - undefined
Hallmark Technologies
03.2015 - 6 2015
IT Professional - undefined
PC Training & Business College
03.2013 - 6 2013
Diploma in Information Technology - Networks, IT group project, Information system, Quantitative techniques, Data base systems, E-commerce, Business communication
PC Training & Business College
01.2010 - 12 2011
Grade 12 - undefined
Lwamondo High School
Skills
Point of Sale
Project Management
Office 2003
Office 2007
Office 2010
Office 2013
Office 365
Windows installation
Windows setup
Windows XP
Windows 7
Windows 8
Windows 81
Windows 10
Installing windows server
Active Directory
Windows Server 2012 R2
Windows Server 2008
Network Installation
Desktops Hardware
Laptops Hardware
JAVA
VB
SQL
HTML
Hyper-V
DNS
DHCP
Install/Configure new machines
Adding users
Terminating users
Assigning rights
Assigning access
SaysAid
Ultra VNC
Team Viewer
Bomgar
Portal Control
Anydesk
Point of Sale systems
Printers
Billion router
Zexel router
HP switch
Net gear switch
Juniper switch
POE switch
Spreadsheets
Outlook
Internet
Internet Explorer
Mozilla Firefox
Google Chrome
Microsoft Teams
Sales Force
FNB Speed points
NEDBANK Speed points
ABSA Speed points
VeriFone
Highereducationandtraining
- Torque IT, Microsoft Excel 2016, 11/01/18
- Pink Elephant, Service Desk Analyst, 09/01/18
- Gijima Technology People, National certificate in IT Systems Support, 08/01/15 to 08/01/16
- Hallmark Technologies, MCSE Private Cloud (Learnership), 03/23/15 to 06/23/15
- PC Training & Business College, IT Professional, 03/01/13 to 06/01/13
- PC Training & Business College, Diploma in Information Technology, Networks, IT group project, Information system, Quantitative techniques, Data base systems, E-commerce, Business communication, 01/01/10 to 12/01/11
- Lwamondo High School, Grade 12, 2009
Identityno
9008276047085
Personal Information
- Health Status: Good
- Gender: Male
- Nationality: South African
- Driving License: C1 (Code 10) With Own Vehicle
Accomplishments
Gained a reputation for working well on a team and receiving a best technician of the year award.
Timeline
QSR Support and Installs Technician
GAAP Point Of Sale
05.2019 - Current
Desktop Support Supervisor/2nd level Support
Netflow IT Solutions
05.2018 - 05.2019
Desktop Support Technician
Netflow IT Solutions
05.2016 - 05.2018
National certificate in IT Systems Support - undefined
Gijima Technology People
08.2015 - 8 2016
MCSE Private Cloud (Learnership) - undefined
Hallmark Technologies
03.2015 - 6 2015
Data capturer
Drake International
01.2014 - 03.2014
IT Professional - undefined
PC Training & Business College
03.2013 - 6 2013
IT technician / Data capturer
45Degrees (Payment Solutions)
03.2012 - 07.2012
Diploma in Information Technology - Networks, IT group project, Information system, Quantitative techniques, Data base systems, E-commerce, Business communication
PC Training & Business College
01.2010 - 12 2011
Microsoft Excel 2016 - undefined
Torque IT
Service Desk Analyst - undefined
Pink Elephant
Grade 12 - undefined
Lwamondo High School