Experience

Mustek Limited

• South Africa
• Information Technology & Services
• 500 - 600 Employee

• Information Technology Technician

  • Aug 2016 - Present

  • Providing Tier I/II exceptional support experiences to customers with a distinct focus on customer service excellence • Supporting, configuring, and troubleshooting Windows 10, Windows 11 & MacOS. Supporting mobile devices such as iPhones and iPads . • Remote troubleshooting of problematic systems, devices, and services using Team Viewer, Quick Assist and AnyDesk. • Meeting and exceeding SLA standards, closing tickets in a timely manner, while upholding excellent customer service standards.• Installing network printers, asset tag printers and label printers and troubleshooting printer related issues. Broad Knowledge on Brother Printers, Zebra Printers, Xerox, Epson and Cannon Printers. • Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory. • Manage operating system updates, patches, and configuration changes. Site internet connectivity – investigation and diagnostics. • Procurement of IT equipment. Setup and maintenance of boardroom audio visual equipment. • Working with Cloud Technologies such as Microsoft 365, Microsoft Azure • Sharepoint, Teams, Outlook, Veeam backups and One drive management • Administration of Office 365. Managing allocation of Office 365 licenses. User accounts creation, • Administration of Exchange server, Windows server 2012, Windows server2016 and Windows server 2019 • Installation, setup, and configuration of wireless networks. Troubleshoot Wi-Fi problems. • Installation and troubleshooting of Cisco and Huawei VOIP phones. • Troubleshoot network issues, VPNs, TCP/IP, DHCP, LAN, RDP, etc. • Network, server and device capacity and alert monitoring and management• Assist with network design and capacity planning, including setting up of VLANS and other network configurations.• Perform Server Management (Domain, Exchange, AD, File, Print, and Storage). Show less

• IT Field Support Technician

  • Dec 2006 - Jul 2016

  • Provide 'Best in Class' service and support to end-users onsite at customer locations. • Install, modify, and repair computer hardware, printers and software. • Worked in mines, hospitals, prisons, hotels, universities, and client’s homes. • Researched and replaced faulty hardware components with comparable models when an exact replacement could not be found. • Removed viruses, spyware and malware using Malwarebytes, Adware Remover and other tools. • Displayed strong judgment in prioritizing workload based on needs of the business and end-users, and escalated issues as appropriate to other IT staff members. • Achieved high customer service ratings on all resolved trouble tickets. • Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware. • Respond to queries either in person or over the phone. • Maintain daily performance of computer systems. • Respond to email messages for customers seeking help. • Run diagnostic programs to resolve problems. • Run reports to determine malfunctions that continue to occur. • Gain feedback from customers about computer usage. • Walk customer through problem-solving process. • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Install computer peripherals for users. • Follow up with customers to ensure issue has been resolved. Show less

• Information Technology Help Desk Technician

  • Apr 2006 - Nov 2006

  • Provide level 1 technical support to the business including hardware, software and printers. • Identify and diagnose issues and problems. • Categorize and record reported queries and provide solutions. • Support problem identification. • Advise users on appropriate course of action. • Monitor issues from start to resolution. • Escalate, if needed, unresolved problems to a higher level of support on the ticketing system. • Provide essential online security advice and support. • Ensure end users have access to hardware and software as appropriate for their role. This includes allocation, connection and managing hardware faults. Show less



University of South Africa/Universiteit van Suid-Afrika

• South Africa
• Higher Education
• 700 & Above Employee

• Information Technology Technician

  • Jan 2003 - Mar 2006

  Provide end-user technical desk-side support (installation, configuration, problem identification and resolution) for Microsoft products and a range of business applications. Diagnose and resolve hardware related issues on Desktops and Laptops. Manage and update assigned service calls via a Service Desk Software solution. Assist with audio-visual and technical requirements for meetings and presentations Assist with Change and Release management activities (application testing, software delivery) Maintain a shared knowledge base and engage in formal and informal knowledge transfer Assist with the investigation of new technology, hardware and software. Adhere to company processes and procedures including relevant documentation Diagnose and resolve software related issues on Desktops and Laptops. Show less