Godfrey Mokoena
Desktop Engineer at Talksure- Claim this Profile
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Afrikaans Limited working proficiency
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English Professional working proficiency
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Sotho, Southern Native or bilingual proficiency
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Zulu Limited working proficiency
Topline Score
Bio
Credentials
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Practical Web Application Security and Testing
TCM SecurityAug, 2023- Nov, 2024 -
Ethical Hacking; Network Analysis and Vulnerability Scanning
AlisonMay, 2023- Nov, 2024 -
Offensive Pentesting Learning Path
TryHackMeSep, 2022- Nov, 2024 -
Cyber Defense
TryHackMeJul, 2022- Nov, 2024 -
NDG Linux Essentials
ndgitJul, 2021- Nov, 2024 -
Python Core
SoloLearnJun, 2021- Nov, 2024 -
Certified Ethical Hacker (CEH)
Programming HubMay, 2021- Nov, 2024 -
Cybersecurity Essentials
Cisco Networking AcademyMay, 2021- Nov, 2024 -
Huawei 5G Technologies Training
HuaweiMay, 2021- Nov, 2024 -
CompTIA Security+
CompTIAMar, 2021- Nov, 2024 -
Java
SoloLearnApr, 2020- Nov, 2024 -
C#
SoloLearnJan, 2020- Nov, 2024 -
CSS
SoloLearnJul, 2019- Nov, 2024 -
HTML
SoloLearnFeb, 2019- Nov, 2024
Experience
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Talksure
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South Africa
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Financial Services
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300 - 400 Employee
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Desktop Engineer
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Dec 2022 - Present
1. Desktop Deployment and Support: Successfully deployed and configured desktop systems for call center agents, ensuring optimal performance and compatibility with call center software and applications. Provided ongoing technical support to troubleshoot and resolve hardware and software issues promptly, minimizing downtime and maximizing agent productivity.2.Software Management: Managed and maintained call center-specific software applications, such as customer relationship management (CRM) systems, ticketing systems, and telephony software. Ensured proper installation, configuration, and licensing of software, while keeping applications up to date with patches and updates.3.Hardware Maintenance and Upgrades: Conducted regular hardware maintenance activities, including diagnosing and resolving hardware failures, performing upgrades and replacements, and coordinating with vendors for repairs. Ensured all call center equipment, including desktop computers, headsets, and peripherals, were functioning optimally.4.System Performance Optimization: Implemented performance optimization strategies to enhance call center efficiency. Monitored system resources, analyzed performance data, and recommended and implemented improvements to enhance agent productivity and reduce system bottlenecks.5.User Support and Training: Provided frontline technical support to call center agents, addressing their hardware, software, and connectivity issues promptly and effectively. Conducted training sessions and created user guides to empower agents with the knowledge and skills required to effectively utilize the call center technology tools.6.Documentation and Reporting: Maintained accurate records of hardware inventory, software licenses, and support activities. Generated reports on system performance, incident trends, and user support metrics to track performance and identify areas for improvement. Show less
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IT Technician
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Jul 2021 - Nov 2022
1. Technical Issue Resolution: Responding to and resolving hardware, software, and network-related issues encountered by call center representatives and customers. I diligently diagnosed problems, conducted troubleshooting steps, and provided timely resolutions to minimize downtime and optimize productivity.2.Help Desk Support: Assisting call center representatives and end-users with technical inquiries, providing guidance, and offering step-by-step instructions for problem resolution. I demonstrated excellent communication skills to convey technical concepts in a clear and concise manner, ensuring understanding and customer satisfaction.3.System Maintenance: Regularly conducting system maintenance activities such as software updates, hardware installations, and equipment configuration. I efficiently managed and monitored the call center's IT infrastructure to guarantee optimal performance and minimize potential disruptions.4.Documentation and Knowledge Base: Maintaining accurate records of technical issues, resolutions, and troubleshooting steps. I contributed to the development and improvement of the knowledge base, ensuring comprehensive documentation for common problems and solutions, enabling quick issue resolution in the future.5.Continuous Improvement: Actively participating in team meetings and brainstorming sessions to identify areas of improvement in IT processes and procedures. I recommended and implemented solutions to streamline workflows, enhance productivity, and reduce response times for technical support requests. Show less
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Global Network Systems SA
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South Africa
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Information Technology & Services
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1 - 100 Employee
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ISP Engineer
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Aug 2020 - Nov 2020
1. Troubleshooting and Issue Resolution: I am adept at diagnosing and resolving internet connectivity issues reported by customers. I possess a deep understanding of network infrastructure, protocols, and equipment, allowing me to effectively troubleshoot problems related to modems, routers, cabling, and network configurations. 2.Customer Support and Assistance: I serve as the first point of contact for customers who encounter technical difficulties with their internet connection. I patiently listen to their concerns, ask relevant questions to identify the root cause of the issue, and provide step-by-step guidance to resolve the problem. I am committed to delivering exceptional customer service and ensuring a positive customer experience. 3.Network Monitoring and Maintenance: I actively monitor the performance and stability of the network infrastructure. Using sophisticated monitoring tools, I analyze network traffic, identify potential bottlenecks, and proactively address any issues that may affect the quality of service. I collaborate with other teams within the ISP to optimize network performance and minimize downtime. 4.Service Provisioning and Configuration: I am responsible for provisioning and configuring internet services for new customers. I work closely with sales representatives and customers to understand their requirements, recommend appropriate service plans, and set up the necessary equipment and network settings. I ensure that customers have a smooth onboarding experience and their services are activated correctly. 5.Documentation and Reporting: I maintain comprehensive records of customer interactions, technical issues, and their resolutions. I update the knowledge base and create user-friendly documentation to assist customers with self-help troubleshooting. I also generate reports on call trends, common issues, and customer feedback, providing valuable insights for process improvement and enhancing overall service quality. Show less
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Vlocity Communications
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1 - 100 Employee
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Information Technology Network support Intern
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Sep 2019 - Aug 2020
1. Technical Support: Assist in resolving hardware and software issues related to PCs and phones. This includes diagnosing problems, troubleshooting errors, and providing solutions to end-users. You will work closely with the network support team to ensure timely resolution of issues and minimize downtime. 2.Network Infrastructure Management: Contribute to the configuration and maintenance of network infrastructure components such as routers, switches, gateways, and wireless access points. Help with IP addressing tasks, ensuring proper allocation and management of IP addresses within the network. 3.Voice over IP (VoIP): Support the setup and maintenance of VoIP systems, including configuring IP phones, managing call routing, and troubleshooting call quality and connectivity issues. Collaborate with the team to optimize VoIP performance and enhance voice communication capabilities. 4.Wireless Networking: Assist in the deployment and management of wireless networks, including access point setup, wireless security configurations, and troubleshooting connectivity problems. Help ensure seamless wireless connectivity for users within the network. 5.Ubiquiti and MikroTik: Utilize your knowledge of Ubiquiti and MikroTik products to assist in network device configurations, firmware updates, and monitoring network performance. Collaborate with the team to optimize network performance and security using these platforms. 6.Network Monitoring and Troubleshooting: Contribute to network monitoring efforts by utilizing appropriate tools to identify and address potential network issues. Help troubleshoot network problems and work with the team to implement effective solutions. 7.Documentation and Reporting: Maintain accurate records of network configurations, changes, and troubleshooting steps. Assist in creating documentation and reports to ensure comprehensive network documentation and knowledge base. Show less
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Eskom Holdings SOC Ltd
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Utilities
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700 & Above Employee
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IT Integration Learning
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Oct 2016 - Nov 2016
- Printer Configuration - LAN Configuration • IP Addressing and sub-netting • Routers and Gateways • TCP/IP & Acronyms - Printer Configuration - LAN Configuration • IP Addressing and sub-netting • Routers and Gateways • TCP/IP & Acronyms
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Education
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2016 - 2018
Boston City Campus
Diploma, Computer Systems Networking and Telecommunications
Community
