Thato Masenya
Midrand
Summary
Adaptable and analytical problem-solver with knack for navigating complex network environments. Proficient in troubleshooting network issues and skilled in utilizing network monitoring tools for optimal performance. Committed to leveraging technical acumen to enhance network reliability and efficiency.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Network Support Engineer
COMSOL
07.2022 - 09.2024
- Monitored and maintained network and software components
according to established guidelines and best practices. - Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Supported global network users with connectivity, VPN, and access issues.
- Kept detailed documentation on each support ticket and added
lessons learned to knowledge base. - Troubleshot routers, layer 2 and 3 switches.
- Established positive working relationships with users to quickly resolve problems.
- Increased customer satisfaction by providing timely resolutions to client reported issues and concerns.
- Reduced downtime with proactive identification of potential issues through regular network analysis and reporting.
- Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
- Closed first-time tickets quickly and met resolution volume requirements.
- Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
- Updated internal customers regarding open tickets and status of resolutions.
- Exceeded SLA standards for response times and problem resolution.
- Created graphical reports to visualize network performance and uptime to management members.
- Managed and monitored installed systems for highest level of availability.
Education
High School Diploma -
Marlboro Gardens Secondary School
902 Kelvin 205412-2016
Skills
- Wireless networking
- Network troubleshooting
- Root-cause analysis
- Active listening
- Network configuration
- Ticket management
- Access issue resolution
- Network infrastructure
- Network monitoring
- Network support
- Support services
- Teamwork and collaboration
- Problem-solving
- Time management abilities
- Multitasking Abilities
- TCP/IP protocol
Certification
- CompTIA Network+
- CCNA - Cisco Certified Network Associate
Languages
English
Intermediate (B1)
Sepedi
Intermediate (B1)
iSizuluj
Intermediate (B1)
Reference(s)
1. Tsietsi Hutton Rathaba
Service Desk Agent Comsol Networks
Contact no.: 069 842 2891
2. Thabiso Ditlhong
Service Desk Agent Comsol Networks
Contact no.: 069 370 5235
3. Obrey Mabunda
Service Desk Agent Comsol Networks
Contact no.: 071 716 9873
Timeline
Network Support Engineer
COMSOL
07.2022 - 09.2024
High School Diploma -
Marlboro Gardens Secondary School
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