1. Full Names and Surname
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Address: 1366 Date of Birth: 1990-05-18
Zone 10 Nationality: South African
Sebokeng Marital Status: Single
Vereenging
E-Mail: palemoeketsi@gmail.com
Cell Phone: 078 731 5962
Driver License: C1
RSA ID: 9005185072089
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SUMMARY
Support Agent for Micros SA, we provide software support for their clients based in South Africa and
some parts of Africa. My CV goes into further detail.
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TECHNICAL SKILLS
Experienced with the following software, utilities and protocols:
Operating Systems Administration level of the following:
Windows XP, Windows 7, Windows 8, Windows Server 2008, Fedora and Ubuntu.
Hardware/Servers:
HP Rack Servers, ADSL Router, HP Switches (DL380P, V19010) Printers (HP, SAMSUNG, Epson, Lexmark
and Konica Minolta).
Virtualization System Administration level of the following:
VMware, Oracle VM.
Web/Mail:
Microsoft Exchange 2008, Windows Mail, POP3.
Network Services:
SSH, DNS, DHCP, Telnet, FTP.
Miscellaneous:
Opsview.
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WORK EXPERIENCE
2. PRESENT EMPLOYMENT
December 2015 – Present
Support Agent
Micros SA
- Provide support to various Micros applications
- Telephonic and Remote support to restaurants and hotels all over South Africa which include
(KFC, Steers , Wimpy and more)
- Provide onsite support
December 2013 – November 2015
IT Support Engineer Level 2
Actvest Pty – Trading as Bayport International Group Support
- Providing second-line investigation and resolve second level IT requests and incidents
- To take ownership of all user problems and be proactive when dealing with user issues
- Ensure that calls logged are resolved competently within agreed service level agreement
- Resolving those incidents/service requests they are able and then Escalate what they cannot
resolve within agreed time scales
- Provides one-on-one end-user problem resolution over the phone, via Email or Remotely
- Actively manage and update request and incidents and continuously update IT users
- Closing all resolved incidents/service requests and providing adequate resolutions
- Update the Service Desk System with accurate information by providing ongoing administration
and maintenance of Service Desk System on all Incidents / Requests, i.e. Categories, Sub-
Categories, Item, Requester Details, Impact, Urgency, etc… Updating and additions to the
Knowledge =Database.
- Ensure proficiency when attending to request and making use of correct escalation and
engagement procedures
- Ensure effective interaction and communication with customers and stakeholders by keeping
end users informed about incident progress, notifying them of impending changes or agreed
outages, etc…
- Ensure professional telephone etiquette at all times during contact with all Bayporteers.
- Provide mentorship to the first level support staff including assistance in tickets and upskilling.
March 2013 – December
IT Service Desk Operator.
Actvest PTY – Trading as Bayport International
- Provide second level support to end users and other countries users.
- Manage and support Video Conferencing for 9 countries.
- Network and Security support at second level of the SLA agreement.
- Manage and support the onboarding and migration of new users.
- Procurement of new IT related assets via our Vendors.
- Log and maintain calls on our Service desk software (Front Range Heat).
3. - Report monthly on Video Conferencing.
- Support users remotely using TeamViewer.
- Logging calls to service provider for other countries if they are facing internet issues.
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December 2011 – March 2013
In store Technician/ on site Technician
Incredible Connection
- Hardware and Software Installations
- Provide support to customers with their desktops and laptops.
- Provide warranty and out of warranty repairs with various suppliers.
- Virus and spyware removal
- Install router and internet connectivity for customers in their home.
- Job included weekends and public holidays
- Sometimes I used to sell products of our store as a Salesperson.
- Resolve daily customer issues, fix and implement solutions.
Noted Achievements: Customer experience.
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JULY 2011 – 2011 November
IT Technician
BAYPORT FINANCIAL SERVICES
TECHNICAL EXPERTISE
- De-assemble all workstations
- Do technical support to users in the call center and various departments.
- Move 1000 workstations to the head office.
Noted Achievements: Relocation to Head Office
January 2011 - June 2011
Desktop support
BK Technologies
4. - Provide Support to assigned local government schools.
- On Site backups of workstations.
- Printers support and installations.
- Installation of network cables.
- Camera troubleshooting (DIGINET)
Noted Achievements: First technical experience.
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EDUCATION
General Smuts High School: Matric 2008
TERTIARY EDUCATION
CTU Training Solutions Vereeniging 2009: IT Network Administration
Torque IT: A+, N+.
Certificates:
MCSA 2008(Microsoft Certified Solutions Associate former known as MCITP), 70-620 Windows Server
2008 Network Infrastructure, 70-640 Windows Server 2008 Active Directory Configuring, Windows
Server 2008 Applications Configuring, 70-647 Windows Server Enterprise Administrator. CompTIA A+
and CompTIA N+. Diploma IT Systems Support Level 5.
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INTERESTS
Cars not just normal cars but modified and customized ones.
Gaming on console and Desktops for Entertainment,
International Football and local football.
Outgoing and enjoying life.
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REFERENCES
Mr. Ntsoareng Neighbor
Cell Phone: 074 810 9850
Paul Gouws Advisor
Cellphone: 072 980 2292
