Reginald Mphela
ICT Technician
Perth
Summary
Results-oriented, Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
7
7
years of professional experience
Work History
ICT Desktop Support and Deployment Officer
Department of Local Government, Sport and Cultural Industries (DLGSC)
05.2024 - Current
- Managed Operating Environment: System Administration Proficiency
- Operating System Deployment and Management
- Software Distribution and Deployment
- Technical Support - AD, MS Office 365, 2FA
- Technical Support and Troubleshooting - Supporting stakeholders
- Adheres to and enforces policies and procedures related to Standard Operating Environment (SOE) and IT hardware and software asset management
- Desk-side user support, including building and deploying PCs using the System Centre and Configuration and Manager (SCCM)
- Deploys software packages using SCCM
- Maintains PC applications to recommended security standard
- Configuring and administering Office 365 services
- Setting up PCs, printers and softphone connection
- Windows 10/11, Active Directory, Group Policy, DNS and DHCP
- Application packing (SCCM)
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
End User Technical Support Consultant
Department Of Transport & Planning (DTP)
07.2023 - 05.2024
- Installation, maintenance, and repair of hardware and software components within the organization's computer infrastructure
- Adheres to and enforces policies and procedures related to Standard Operating Environment (SOE) and IT hardware and software asset management
- Desk-side user support, including building and deploying PCs using the System Centre and Configuration and Manager (SCCM)
- Deploys software packages using SCCM
- Maintains PC applications to recommended security standard
- Works in accordance with Service Level Agreements (SLA) and Operational Level Agreements (OLA)
- Proficiency in Microsoft Office suite and Active Directory management
- Competency in Remote Configuration Manager and command line interface (CMD)
- Conducting Root Cause Analysis (RCA) to identify and eliminate recurring incidents
- Efficient management of all incidents and requests, ensuring thorough tracking to resolution and appropriate escalation when necessary
- Contribution to the development and enhancement of relevant standards, procedures, and guidelines
- Provision of IT training and support to users as required
- Experience in configuring and administering Office 365 services
- Acting as the primary point of contact for users, providing timely and effective support and error resolution
- Install, configure, and maintain network hardware and software infrastructure
- Monitor network performance and troubleshoot problems
- Implement security measures to protect the network and data.
IT Technical Support Officer
Clicks IT Recruitment
02.2023 - 07.2023
Hardware Support IT Technician
Milestone IT Australia
09.2022 - 02.2023
- Install, maintain, and repair hardware and software components of the organization's computer systems
- Configure computer hardware, software, systems, networks, printers, and scanners
- Conduct root cause analysis to prevent recurring incidents
- Manage incidents and requests effectively, tracking them to resolution and escalating when necessary
- Participate in operational projects and initiatives aimed at improving service delivery
- Demonstrate proficiency in configuring and administering Office 365
- Utilize remote support applications and techniques as appropriate
- Administer Active Directory services
- Perform computer reimaging as required
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Configured and tested new software and hardware.
- Utilize the ServiceNow Ticketing System for incident and request management
- Handle hardware repairs for Bunnings stores' equipment/devices
- Configure MITEL phones (telephony system) for Bunnings stores.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured systems according to prescribed software and hardware frameworks.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
IT Infrastructure Technician
Afrimat Limited (Mining company)
07.2021 - 10.2022
- Network Infrastructure Management: Designing and implementing network expansions
- Configuring and troubleshooting switches, printers, servers, and other devices remotely and on-site
- Experience with network applications including Mimecast, Fortinet, Fortigate, Meraki, Sophos
- Utilizing asset management and ticketing systems for issue resolution across 8 provinces in South Africa
- Infrastructure Design and Site Survey: Conducting site surveys for new network infrastructure deployments
- Printer Setup and Management: Proficient in setting up and managing printers from suppliers such as Toshiba, Nashua, Olivetti, and HP
- Data Recovery and Backup: Implementing backup strategies and recovery methods
- Familiarity with SharePoint and SSH protocols
- Networking Technologies: Configuring MikroTik and Ubiquiti devices
- Experience with VoIP and FTTH (Fiber to the Home) technologies
- Network Troubleshooting: Proficient in using IPconfig, Ping, Traceroute for diagnostics
- Understanding of broadband connections and Wi-Fi channels/frequencies
- Managed Device Management (MDM) and Mobile Application Management (MAM) system: Deployment and Configuration Mastery
- Policy Formulation and Enforcement
- User Support and Training Excellence
- Integration and Interoperability Skills: Seamlessly integrate MDM and MAM solutions with existing IT infrastructure, including directory services, email systems, and enterprise applications, to enhance operational efficiency and productivity
- Managed Operating Environment: System Administration Proficiency
- Operating System Deployment and Management
- Software Distribution and Deployment
- Monitoring and Performance Optimization
- Technical Support and Troubleshooting.
Level 2 IT Support Engineer
Business Connexion (BCX)
06.2020 - 06.2021
ICT Support Engineer
T-Systems South Africa
06.2018 - 06.2020
- Logging and processing support calls
- Installing and configuring computer hardware, software, systems, networks, printers and scanners
- Planning and undertaking scheduled maintenance upgrades
- Setting up accounts for staff, ensuring that they know how to log in
- Solving password problems
- Responding to breakdowns
- Investigating, diagnosing and solving computer software and hardware faults
- Repairing equipment and replacing parts
- Supervising junior engineering and technical staff
- Obtaining replacement or specialist components, fixtures or fittings
- Remote Support applications and Techniques
- Active Directory administration and Server.
- Developed and maintained comprehensive support documentation, enabling faster issue resolution.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Facilitated knowledge-sharing sessions, boosting team's ability to solve complex problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
ICT Incident and Problem Administrator
T-Systems South Africa
06.2017 - 05.2018
- Incident Manager: To communicate with clients, team members and management regarding support calls logged and escalations thereof according to policies, procedures and SLA's
- To liaise with external clients regarding issues experienced (with MultiChoice technologies) according to policies, procedures and SLA Requirements
- To ensure that all relevant incidents and tasks are managed according to SLA and customer policy and procedures
- Assignment of calls to support engineers and following up on calls regarding due dates according to policies, procedures and SLA's
- To ensure that all calls logged meet the quality assurance requirements in order to ensure that queries can by optimally resolved according to policies and procedures
- Reassignment of relevant support calls to primary assignment areas according to policies, procedures and SLA's
- To monitor and manage all assignment groups (queues) to ensure that all queries are responded to within SLA frameworks
- To continuously update the call management system for all calls (Tasks and Incidents) according to policies and procedures
- Quality checking of all calls logged and assigned by the service desk according to policies, procedures and SLA's
- Accept calls from call logging system and follow through to closure and ensure that calls are checked and updated with the latest updates until call closure
- To ensure that all allocated and contracted development activities are successfully completed within the policy and procedure framework
- To ensure that knowledge within the department is shared and managed to keep all team members up to date and informed as well as to drive the knowledge management process/initiative according to policies and procedures
- Problem Manager: Ensures post-review of major problems
- Ensures reactive and proactive management of IT problems and known errors
- Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
- Do the Root Course Analysis - Come with preventative measures.
- Improved employee productivity with effective time management strategies for daily tasks.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Developed and maintained up-to-date database of contacts, facilitating quick and efficient communication.
- Coordinated with IT department to upgrade software, ensuring all systems were up-to-date and running efficiently.
- Implemented customer feedback system, leading to improved service delivery and customer satisfaction.
- Closes all problem records
- Owns the Known Error Database and ensures its maintenance
- Carries out the Process Manager responsibilities for the Problem Management process.
Education
ITIL V3 Foundation In IT Service Management - Computer And Information Sciences
Quantica
South Africa 04.2001 -
CompTIA Security + - Information Technology
Microsoft
South Africa 04.2001 -
BTEC Level 5 In Computing And Systems Development - Information Technology
Pearson Institute Of Higher Education.
South Africa 04.2001 -
Skills
Work Coordination
Report Writing
Emergency Response Coordination
Strategic Planning
Innovation and Creativity
Court appearances
Teamwork and Collaboration
Problem-solving abilities
Adaptability and Flexibility
Organizational Skills
Effective Communication
Team Collaboration
Task Prioritization
Analytical Thinking
Joblevels
- Department of Local Government, Sport and Cultural Industries (DLGSC), Present, End User Technical Support Consultant, 1 Year & 3 Months
- Department Of Transport (DTP), Australia, 17/07/23, 10/05/2024, End User Technical Support Consultant, 9 Months & 24 Days
- Clicks IT Recruitment, Australia, 20/02/203, 14/07/2023, IT Technical Support Officer, 4 Months & 25 Days
- Milestone IT Australia, Melbourne, 12/09/2022, 17/02/2023, Hardware Support IT Technician, 5 Months & 6 Days
- Afrimat Limited, South Africa (Mining), 07/06/2021, 10/06/2022, IT Infrastructure Technician, 1 Year
- Business Connexion (BCX), 01/05/2020, 28/05/2021, L1&L2 - Service Desk Support, 1 Year & 28 Days
- T-Systems South Africa, 01/06/2018, 31/06/2020, CIC Support Engineer (IT Help Desk Support), 2 Years
- T-Systems South Africa, 01/06/2017, 31/06/2018, Incident and Problem Manager (Intern), 1 Year (Internship program)
- Woolworths, 04/04/2016, 24/01/2017, Store Assistant, 9 Months & 20 Days
Knownas
Reggie
Education
2008, National Senior Certificate, 2017, CompTIA Security +, Bytes People Solution Academy, 2017, ITIL v3 Foundation Certificate in IT Service Management, Quantica, 2015, BTEC Level 5 In Computing and Systems Development, Pearson Institute Of Higher Education
Personal Information
Visa Status: Permanent Resident (PR)
References
- Vignesh Pitchiah, End User Technical Support Consultant, Department Of Transport and Planning (DTP), Australia, 0470323636
- Jordan Rigsby, Hardware Support IT Technician, Bunnings Cooporation Australia, Melbourne, 0400028124
- Mpho Selala, Colleague, BusinessConnexion (BCX) South Africa, mpho.selala@afrimat.co.za / +27 60 639 6762
- Rhona Mcdonald, Service Desk Manager, BusinessConnexion (BCX) South Africa, 0845801515
Timeline
ICT Desktop Support and Deployment Officer
Department of Local Government, Sport and Cultural Industries (DLGSC)
05.2024 - Current
End User Technical Support Consultant
Department Of Transport & Planning (DTP)
07.2023 - 05.2024
IT Technical Support Officer
Clicks IT Recruitment
02.2023 - 07.2023
Hardware Support IT Technician
Milestone IT Australia
09.2022 - 02.2023
IT Infrastructure Technician
Afrimat Limited (Mining company)
07.2021 - 10.2022
Level 2 IT Support Engineer
Business Connexion (BCX)
06.2020 - 06.2021
ICT Support Engineer
T-Systems South Africa
06.2018 - 06.2020
ICT Incident and Problem Administrator
T-Systems South Africa
06.2017 - 05.2018
ITIL V3 Foundation In IT Service Management - Computer And Information Sciences
Quantica
04.2001 -
CompTIA Security + - Information Technology
Microsoft
04.2001 -
BTEC Level 5 In Computing And Systems Development - Information Technology
Pearson Institute Of Higher Education.
04.2001 -