Summary
Overview
Work History
Education
Skills
Websites
Languages
References
LINKS
Timeline
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Yonela Neku

Yonela Neku

East London

Summary

As a seasoned Desktop Support Engineer, I have over five years of experience in the IT support realm. My current role at Datacentrix has honed my expertise in troubleshooting, providing exceptional end-user support, and managing IT infrastructure with precision. My versatility as a professional is matched by a dynamic energy and a remarkable aptitude for rapid learning, allowing me to seamlessly adapt to evolving technologies and environments. My skill set positions me as an invaluable asset to any team, ready to tackle the challenges of the IT world with confidence and efficiency.

Overview

9
9
years of professional experience

Work History

Desktop Support Engineer

Datacentrix
03.2024 - Current
  • Build, maintain, and resolve issues within the continually evolving IT infrastructure.
  • Troubleshoot hardware, software, and networking issues.
  • Perform routine checks and upgrades, repairing hardware, and keeping systems up-to-date and secure.
  • Maintain a detailed record of all IT equipment, including computers, peripherals, software licenses, and network equipment.
  • This includes the date of purchase, warranty information, location, assigned user, and any maintenance or repair work done.

IT Service Desk Agent

Datacentrix
10.2021 - 03.2024
  • Respond to user queries (software/hardware) via phone.
  • Identifying issues, talk user through the required steps to resolve the issue or escalate to the relevant team as and when necessary.
  • Update the ticketing system, ensuring the call have been logged and all notes, progress and required actions have been input promptly and accurately.
  • On boarding and off boarding users.
  • Log back office calls on SNOW.
  • Using communication skills to coordinate with vendors to resolve technical issues with equipment and software.
  • Format, install, repair, and maintain software.
  • Prepare tablets and routers for stores.
  • Troubleshoot basic network issues such as VPN, Wi-Fi and LAN issue.

Senior Service Desk Analyst

Computacenter SA
03.2019 - 10.2021
  • Serve as the first point of contact for customers seeking assistance over the phone, chats or emails.
  • Log all incident or service request on ITSM.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process.
  • Assign unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Creating process documents and knowledge based articles.
  • Monitor self-service tickets and the entire queue to make sure that tickets do not breach.
  • Provide training to new starters.

Business Analyst Learnership

Bytes
08.2018 - 02.2019
  • Document requirements, define scope and objectives and formulate systems to parallel overall business strategies.
  • Persuade internal and external stakeholders of the benefits of new technology or strategies.
  • Oversee the implementation of new technology and systems.
  • Construct workflow charts and diagrams, studying system capabilities, writing specifications.
  • Recommend controls by identifying problems, writing improved procedures.
  • Maintain user confidence and protect operations by keeping information confidential.
  • Prepare technical reports by collecting, analysing, and summarizing information and trends.
  • Validate resource requirements and develop cost estimate models.

System Administrator Intern

Tardi
07.2017 - 06.2018
  • Format, install, repair, and maintain software/hardware on all PC's in a network environment.
  • Manage TARDI and DRDAR systems.
  • Create user accounts and support students and employees with online applications.
  • Setup and maintain all printers in a network environment, and assign them to printers.
  • Write memos and weekly reports.
  • Troubleshooting on all hardware and software in a network environment.
  • Supporting users on transversal systems (BAS, LOGIS, PERSAL).
  • Rebooting servers manual.

Desktop Support Technician Intern

Department of Health
08.2016 - 06.2017
  • Troubleshoot problems and provide technical support for software and hardware.
  • Manage upgrades in software and hardware.
  • Install and configure computer software, hardware, networks, and peripheral equipment.
  • Provide steps to help internal and external users resolve technical problems.
  • Troubleshoot and resolve software and hardware issues quickly and efficiently.
  • Using communication skills to coordinate with vendors to resolve technical issues with equipment and software.
  • Support the implementation of new solutions or applications.
  • Create accounts for new users and assist with password or login problems.
  • Repair and replace equipment as necessary.

Education

Azure Administrator Associate

NETCAMPUS
01-2025

CompTIA Cloud -

Bostone College
01.2024

Microsoft Azure Fundamentals Certification -

Netcampus
01.2022

Microsoft Certified Solutions Associate -

Netcampus
01.2019

Information Technology Software Development -

Walter Sisulu University
01.2015

Skills

  • Software development
  • Problem-solving and analytical skills
  • Hardware, Software and Network Troubleshooting
  • Communication and interpersonal skills
  • Pay Attention to detail
  • Time management

Languages

English, Isixhosa

References

References available upon request

LINKS

LinkedIn: www.linkedin.com/in/yonela-neku-371042114

Timeline

Desktop Support Engineer

Datacentrix
03.2024 - Current

IT Service Desk Agent

Datacentrix
10.2021 - 03.2024

Senior Service Desk Analyst

Computacenter SA
03.2019 - 10.2021

Business Analyst Learnership

Bytes
08.2018 - 02.2019

System Administrator Intern

Tardi
07.2017 - 06.2018

Desktop Support Technician Intern

Department of Health
08.2016 - 06.2017

Azure Administrator Associate

NETCAMPUS

CompTIA Cloud -

Bostone College

Microsoft Azure Fundamentals Certification -

Netcampus

Microsoft Certified Solutions Associate -

Netcampus

Information Technology Software Development -

Walter Sisulu University

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Yonela Neku