Mduduzi - IT Support Technician with 10+ years in IT Infrastructure and Helpdesk Services

Soweto, Gauteng, South Africaen

Managed incident triage and prioritized IT issues effectively at the Office of the Chief Justice, ensuring minimal downtime.

Maintained and optimized LAN & WAN network infrastructure, enhancing operational efficiency at KJM Business Enterprise.

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Summary

Experienced IT technician with over a decade of expertise in helpdesk support, network management, and hardware troubleshooting. Adept at optimizing IT systems and delivering exceptional technical assistance.

Key Achievements

Provided comprehensive hardware and software support, reducing system errors and improving user productivity.
Streamlined incident management processes, leading to faster resolution times and improved service delivery.

Skills

Technical SupportExpert

Extensive experience troubleshooting hardware, software, and network issues across various platforms.

Network AdministrationAdvanced

Proficient in managing LAN/WAN infrastructure, ensuring reliable connectivity and network security.

Incident ManagementIntermediate

Skilled in incident triage, prioritization, and resolution to maintain IT service continuity.

Hardware & Software InstallationAdvanced

Hands-on experience installing, configuring, and maintaining computer hardware and software.

Customer Service

Experience

IT HELPDESK TECHNICIAN

MATUPUNUKA ICT – STATIONED AT THE OFFICE OF THE CHIEF JUSTICE

2022 - 2024

Incident Management functions and processes.. Maintenance of Tickets.. Incident Triage, making sure that incidents are prioritised and managed correctly.. Resolving IT and Facility related requests or incidents.. Ensuring that a high level of customer service and support is provided to both internal and external customers.. Follow through with P1/P2 escalations.. Ensure all calls logged via IT Request and Incident Forms are prioritised and resolved within the internal SLA.. Provide On-Site as well as remote assistance over the phone and through instant messaging as well as using remote support tools.. Password Management- Reset and unlock of user accounts.. AD Administration, creating, updating and removal of user accounts.. JML (Creation of new accounts, movement between campaigns and Terminations).. Preparing and re-arranging desks, including moving/setup of computers as required by campaigns.. Effective communication to Team Leaders and End-Users.. Resolve all IT requests promptly.. Log every request and drive the adoption by Team Leaders and Agents to complete the incident and request forms. (Keep track of time taken to perform each request/task/incident).. Escalate unresolved incidents.. Maintain an accurate Asset list.. Schedule adherence.. Customer satisfaction.

IT SUPPORT TECHNICIAN

KJM BUSINESS ENTERPRISE

2018 - 2021

Efficient IT LAN & WAN infrastructure.. Ensures that servers, network printers, routers, PC’s and desktop configurations are optimal and functional.. Daily server administration, event inspection, update software, network routers, devices and printers.. Installation, maintenance and configuration of antivirus software and other software as required.. Telephone support and end user application support to all business units.. Keeping of records and updating filing systems.. Website development and editorial support.