Xitshembiso Promise Nkhwashu
Desktop Support Engineer
Windmill Park, Boksburg
Summary
Dynamic Desktop Support Engineer with a proven track record at Technology Corporate Management, enhancing system performance and security through advanced troubleshooting and effective asset management. Recognized for exceptional customer service and problem-solving abilities, successfully resolving issues and optimizing IT operations to ensure seamless user experiences.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Desktop Support Engineer
Technology Corporate Management
12.2015 - Current
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Walked individuals through basic troubleshooting tasks.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Monitored system performance to maintain system integrity.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Reduced hardware expenses by effectively managing inventory and identifying opportunities for upgrades.
- Documented technical procedures, allowing for quicker resolution of common issues.
- Collaborated with IT teams to deploy system updates, minimizing disruptions to users.
- Supported remote users, ensuring seamless access to network resources.
- Improved system security by implementing robust antivirus solutions and firewalls.
- Installed and configured computer systems and applications, leading to smoother operations.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured and installed computer systems for other sub-organizations.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
Account Manager
Bytes Managed Solutions
07.2014 - 11.2015
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Improved overall team productivity by implementing best practices in organization and time management.
- Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Kept detailed records of daily activities through online customer database.
Customer Service Agent
Bytes Managed Solutions
07.2013 - 07.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Intern IT Admin
AdvTech Resourcing
12.2012 - 05.2013
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Streamlined data entry processes, significantly reducing manual errors.
- Facilitated smoother communication channels by organizing regular team meetings.
Education
High School Diploma - Diploma in Business Information Technology
Rosebank College
Braamfontein 06-2012
High School Diploma - Certificate in Computer Technical Support
PC Training And Business College
Randburg, South Africa 04.2001 -
High School Diploma -
Risinga High School
Giyani, South Africa12-2008
Skills
Software installation
Timeline
Desktop Support Engineer
Technology Corporate Management
12.2015 - Current
Account Manager
Bytes Managed Solutions
07.2014 - 11.2015
Customer Service Agent
Bytes Managed Solutions
07.2013 - 07.2014
Intern IT Admin
AdvTech Resourcing
12.2012 - 05.2013
High School Diploma - Certificate in Computer Technical Support
PC Training And Business College
04.2001 -
High School Diploma - Diploma in Business Information Technology
Rosebank College
High School Diploma -
Risinga High School