Kenneth Magwabo Masilela Email & Phone Number

City Of Johannesburg, Gauteng, South Africa

° Ensuring that the incidents and queries are resolved as per the customer satisfaction and SLAs.° Configuring and Troubleshooting MS Office 2010/2013 and 2016 (Office 365)° Unlocking user accounts and resetting passwords in Active Directory.° Responsible for receiving, validating and logging client requests.° Tracks requests and determine current activity. Analyses and interpret the request to ensure the classification, prioritization and escalation of the request is correct.° Printer Troubleshooting and Configuration.° Complying with SLA, OLA according to client agreements.° Experience in troubleshooting device and Cisco AnyConnect VPN connectivity in a wired/wireless IP based network.° Cisco Jabber configuration and set up° Follow up and monitor incidents and requests to resolution in Call Logging System. Identify and escalate requests and exceptions where necessary.° 3G configuration and reconfiguration° Ability to work without supervision in a high-pressure, fast paced corporate environment successfully.° Logging all Incidents in the Service Desk using Call Logging system (ITSM Service First and Service Now).° Office 365 Intune Management (MS Office 2013 and above) and troubleshooting e.g. Outlook configuration and Skype for Business.

Johannesburg Area, South Africa

Ensure customer service is timely and accurate daily. Contribute to improving customer support by actively responding to queries and handling complaints. Analyses, troubleshoot and resolves incidents and requests regarding use of application software or hardware. Log all relevant incident/service request on call logging systems.Provide first level support through receiving of calls.Answer of IT Service Desk telephones and managing own calls on the call logging systemResolve queries telephonically and remotely. Creating\Amend users on Active Directory. Creating\Amend emails addresses, distribution list and service accounts on Exchange server 2007, 2010 and 365. Maintaining, repairing and upgrading network and computer systems. Diagnosing and fixing problems or potential problems with the network and its hardware, software and systems. Facilitate self-service application to the new employees. Provide 1st line investigation and diagnosis of calls.Assist with projects and tasks as defined by line manager.Troubleshoot computer desktops, laptops and printers provide desktop supportAnalyse, Diagnose and Resolve VPN connections.Provide user accounts management. Provide Exchange server support.New email profile creation. Provide remote desktop support First line Network troubleshooting.Provide Server support

Paktown

• Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology.• Consult with Infrastructure departments to make sure that projects are in line with desktop support needs and strategies.• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency.• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues or vulnerabilities.• Install, upgrade, support and troubleshoot, Windows 10 and Microsoft Office and any other authorized desktop applications distributed through SCCM.• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.• Provide phone support to clients and provide friendly customer service to internal and external customers.• Responsible for monitoring, operating, managing, troubleshooting and restoring to service personal computers (PC) or notebooks.

Midrand

Configure new user machine’s (Laptop/Desktop)Troubleshoot server related problemsSet up and configure WLAN and LAN.Report faulty hardware to external service providers.Identify problems and provide competent solutions for Network devices (3g Modems, Routers, LAN cables and Switches).Link user’s to network printers.Repair hardware and software incidents within contracted SLA and initiate third party repair process.Communicate and provide feedback to key stakeholders.Update, resolve and close incidents and request on the service desk system on a daily basis.Performing IMACD Request within the scope of the SLA.Maintaining and improving customer satisfaction through first time incident resolution and quality service delivery.Troubleshoot faults on LAN/WAN, Network points, and Software.Liaise with users on request, incidents and faults.Install and Configure Microsoft office applications.Perform back-ups and re-image user machines.

Route 21 Corporate Park

Troubleshoot and resolve desktop hardware and software related queries.Install software according to the PC Palace standards and requirements. Resolved logged tickets according to the service level agreement.Install and configure network printers.Assembles Personal Computers according to the PC Palace standards and requirements.Installing and configuring Operating systems (Windows XP, Windows Vista, Windows 7 and Windows Server 2008) and Microsoft office (2003, 2007, 2010 and 2013).TCP/IP configuration and attending network related queries.Installing and Updating Antivirus software’s.Helping clients in resolving software and hardware issues.Prepare new user’s workstation.Ensure the client’s required IT functionality is met with no redo work.Attending calls logged in ticketing system by staff.Assigning and escalating calls logged in ticketing system. Adding new user to Active Directory (Windows Server 2008 and 2012)Resetting user password and unlocking user accounts on active directory (Windows Server 2008 and 2012)Active directory domain administration and maintenance.Troubleshooting MS Exchange incidents

Soshanguve

Develop web, desktop, and mobile applications from specifications. Document and test coded applications from team members.Designing and helping team members with DB2 database.Training team members and other students in DB2 database. Perform System Development Life Cycle (SDLC).Develop PL/SQL triggers and master tables for automatic creation of primary keys.Perform SQL and PL/SQL tuning and Application tuningPerform unit testing of modules. Create and update databases.Create of database objects like tables, views, materialized views, procedures and packages using oracle tools like Toad, PL/SQL Developer and SQL* plus. Integrate and perform system testing.Develop and code Web applications using Java Server Pages, HTML, and Servlets.Develop and publish Windows phone applications using C#, VB and XAML.Ensuring proper source code documentationInvestigate, analyse problems and identify solutions and help team members in solutions.Participate in research of new plugins and new designs.Participating in Hackatons and Microsoft workshops and events.Participating in IBM webinars, and Student completions.Participating in all phases of the Software Development Cycle.

Advanced Diploma In Information Resources Management, Nqf Level 7

Diploma, It Software Development

Activities and Societies: Development Software, Information Systems, System SoftwareObject Oriented Programming (C++ &Java), VB.Net.

Technical Support, Technical Support, Level 4

Effective Communication Skills. Effective Time management Skills. Hardware and Infrastructure Support for Personal Computers. Data.

Mcsa, Mcsa

70-410: Installing and Configuring Windows Server 2012 (Certified) 70-411: Administering Windows Server 2012 70-412: Configuring Advanced.

Comptia A+ Course, 220-801 And 220-802

BIOS and Motherboards CPUs, Connections, and Power Supplies Network Cabling, IP Addressing, Ports, and Protocols Networking Devices.

Itil Foundation Course

Service management as a practice The ITIL service lifecycle ITIL Processes ITIL Functions ITIL Roles Technology and architecture

Senior Certificate, 12

Activities and Societies: Volley Ball Team CaretakerSubjects Passed: Mathematics SG, Physical Science SG, Ndebele HG, English HG, Biology.