Mapula Seleisi Email & Phone Number

Johannesburg, Gp, Za

South Africa

- Provided tier 2 support and resolved tickets regarding server, desktop, printer, software and phones onsite and remote end users.- Identifies and resolves technical problems and fulfills request following agreed procedure.- Proactively monitors the ticket queues along with consistent updates of tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs.- Works with L1 and L3 engineering teams for changes, capacity, continual service improvement and identifying opportunities.- Monitors work queues like incident, request and problems to ensure tasks are completed within agreed SLA.- Responded to request for technical assistance in person via phone and remotely for Windows and Mac OS.- Responsible for changing of weekly backup tapes.- Setting up of laptops, printers and phones for all users.- Installed both computer hardware and software.- Configure Sophos antivirus and Sophos safeguard encryption for both macs and Windows to protect IT environment.- Patching of network points and maintenance of switches.- Completed password changes and supplied active directory support- Responsible for training users on different application and softwares they use.

Sandton

- Perform level 2 support regarding troubleshooting of escalated tickets and project assignment.- Provide remote or telephone support depending on the issue.- Lead several projects – hardware and software upgrades.- Monitor and utilize the service-Now desk ticketing system to resolve client issues in a timely manner.- Maintain and support a base image for workstations including OS, drivers and software’s packages.- Perform remedial repairs on computers, laptops and any other authorized peripheral equipment.- Printer and office 365 support.- Support of Windows laptops, Desktops (Dell, HP and Lenovo) and Mac OSX- Encrypting laptop’s hard drives with Sophos safeguard.- Installation of Sophos antivirus on all desktops and laptops.- Responsible for the daily switching of backup tapes- User Account administration, i.e. account creation and management, password resets on AD.- Ensured that desktop and laptop interconnect seamlessly with diverse email servers, file servers, application servers and print servers.- Phone synchronization support on iPhone and Android phones.

Bryanston

- Providing technical hands on capabilities with installation, remote monitoring, help-desk, customer service technical support, maintenance and troubleshooting.- Installed, configured and maintained the functionality of company desktop systems both PC and Macintosh (Mac).- Undertaking analysis, diagnosis and resolution of client's problems via telephone, email and face-to-face contact.- Responsible for monitoring the network to ensure availability to all users.- Maintained Door Access control and cameras around the building- Responsible for upgrading computer applications and operating system on computers.- Setting up new user accounts and profiles and dealing with password issues.- Troubleshoot and resolved desktop/ laptop support issues.- Configured and installed new Microsoft and Macintosh systems.- Worked with hardware and software dealers to confirm well-timed product delivery.- Created and updated user accounts using Active Directory.- Maintained backups on tape media and kept log of daily routines.- Responsible for setup, deployment and creation of PC images.- Microsoft office suite support.- Responsible for replacing desktop hardware such as RAM, Battery etc.- Video conferencing setup.- Phone synchronization support.- Email and Internet configuration.- Maintained Anti-Virus on all Computers.- Responsible for running backups.- Repairing IT equipment and replacing parts.- Update machines with patches, office updates etc.- Setup and configure printers, scanners and projectors.- Setting up VPN and 3G - Knowledge of VMWare

Johannesburg

- Formatting and repairing of machines with corrupt software.- Connecting users to printers.- Transferring data and emails. - Upgrade and downgrade OS and Application.- Software installation on new and repaired PC’s.- Updating machines with patches.- Configuring and troubleshooting telephone lines- Installation of Symantec Antivirus on computers.- Configuring and troubleshooting emails and Internet.- Network configuration – configure the desktops to connect to the LAN and WAN.- Install and configure transversal systems (Citrix: BAS, SAP, Persal).- Internet configuration and setup- Loading e-mail on the PC- Monthly reporting- Communicate and advice users- Configuring 3G- Sharing of calendar- Setting up projectors and installing printers

Bachelor'S Degree, Computer And Information Sciences And Support Services

Itil Foundation Certificate In It Service Management, Information Technology

National Certificate In Information And Communication Technology, Information Technology

Diploma In Information Technology, Information Technology