Experience:
IT Support Specialist
Romasoft, Johannesburg, South Africa
January 2021 – Present
• Provide tier 2 and tier 3 support for a diverse client base, handling complex technical issues involving desktops, servers, cloud services, and networks.
• Collaborate with team members to resolve escalated support requests efficiently, ensuring minimal disruption to client operations.
• Mentor junior support staff, providing guidance and training on troubleshooting techniques and best practices.
• Maintain detailed documentation of support cases and resolutions, contributing to a comprehensive knowledge base.
• Implement and manage IT projects, including system upgrades, migrations, and deployments.
Helpdesk Technician
OTTO Technologies, Kampala, Uganda
June 2015 – December 2020
• Delivered front-line support for hardware and software issues, achieving a high first-call resolution rate.
• Assisted in setting up, configuring, and maintaining desktop and laptop computers, printers, and peripheral devices.
• Conducted regular system and network monitoring, proactively identifying and addressing potential issues.
• Provided exceptional customer service, ensuring all support requests were handled promptly and professionally.
• Participated in continuous training and professional development to stay current with emerging technologies.
Education:
Mutessa 1 Royal University
Diploma in Information Technology
Skills:
• Hardware & Software Troubleshooting
• Technical Support (Tier 2 & Tier 3)
• Cloud Services (Azure, AWS)
• Network Configuration & Management
• Customer Service & Communication
• Mentoring & Training
• Project Management
• System Upgrades & Migrations
Additionally:
• Currently undertaking training in Cyber security and cloud infrastructure.
• Regularly attend industry conferences and webinars to stay updated with the latest IT trends and best practices.
• Internship in repairing PCs, Printers, PABX, Networking, Servers, and Software installation and configuration.
