Witness W Thulare
IT Technician
Summary
Proven track record in enhancing operational efficiency and reducing downtime at Kapsch TrafficCom, showcasing expertise in hardware maintenance and exceptional problem-solving skills. Achieved significant improvements in IT support delivery and customer satisfaction through effective troubleshooting and empathetic dispute resolution. Skilled in desktop support and fostering collaborative environments, demonstrating a commitment to excellence and continuous improvement. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
9
9
Certificates
Work History
Electrical & Maintenance Technician
Kapsch TrafficCom/ KTC-ZA
09.2021 - Current
- Reduced downtime through efficient diagnosis and repair of electrical issues in production machinery.
- Improved safety standards by conducting thorough inspections and implementing corrective actions for electrical hazards.
- Maintained comprehensive documentation of repairs, upgrades, and maintenance activities to ensure accurate recordkeeping.
- Contributed to continuous improvement initiatives by identifying areas for process enhancement within the electrical maintenance department.
- Enhanced equipment reliability by performing regular maintenance and troubleshooting electrical systems.
- Improved overall plant efficiency by identifying opportunities for energy conservation and implementing practical solutions.
IT Support Specialist
Kapsch TrafficCom
07.2016 - 08.2021
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Updated software to safeguard against security flaws.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
Customer Service Representative
E-toll
03.2013 - 06.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Cybersecurity
University of Pretoria
Pretoria, South Africa 04.2001 -
PFMA Supply Chain Management Bid Committees
University of Pretoria
Pretoria, South Africa03.2021
IT Networking Technician
Boston City Campus
Benoni, South Africa 04.2001 -
Skills
Desktop support
Certification
[CompTIA A+ and N+]
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Cyber Threat Management
06-2024
Network Addressing and Basic Troubleshooting
06-2024
Net Support and Security
06-2024
Operating System Basics
06-2024
Introduction to Data Science
06-2024
Hazard Identification and Risk Assessment [HIRA]
04-2024
Fibre Splicing and Blowing
08-2023
Electrical & Maintenance Technician
Kapsch TrafficCom/ KTC-ZA
09.2021 - Current
[ITIL Foundation and IT Service Management]
05-2017
IT Support Specialist
Kapsch TrafficCom
07.2016 - 08.2021
Customer Service Representative
E-toll
03.2013 - 06.2016
[CompTIA A+ and N+]
11-2010
Cybersecurity
University of Pretoria
04.2001 -
IT Networking Technician
Boston City Campus
04.2001 -
PFMA Supply Chain Management Bid Committees
University of Pretoria
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