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
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
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