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
Hardware installation
Technical support
Windows operating system
Remote desktop support
Application installations
End user support
Remote diagnostics
Issue resolution
Active Directory management
Hardware diagnostics
Asset management
Local area networking
Printer and peripheral support
Help desk experience
Network connectivity
Ticketing system proficiency
Incident management
Debugging
Data backup and recovery
Customer service
Virus and malware removal
Advanced troubleshooting
Troubleshooting and Diagnostics
Hardware and software upgrades
Operating systems
Video conference support
Technical troubleshooting
Desktop support
Hardware and software configuration
Microsoft windows and office
Software upgrades
System configuration
Help desk support
LAN/WAN
Teamwork and collaboration
Problem-solving abilities
Hardware and software repair
Device installation
Remote technical support
Account administration
Laptop servicing
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