SIPOKAZI
RASMENI
Durbanville, Cape Town, 7551, South
Africa
--
IT DESKTOP ENGINEER
ABOUT ME
A motivated and detail-oriented
professional with a passion for
service in the Information
Technology industry. Skilled in a
wide range of desktop applications,
their uses, and how to maintain and
repair them. Expert interpersonal
communicator with 12 years of
experience working in the industry.
Currently I work as a Desktop
Engineer delivered troubleshooting
solutions to users and console
operators experiencing difficulties
with so ware, hardware, and
network connectivity issues.
WORK EXPERIENCE
LOGICALIS
Cape Town
Nov 2020 - Present
Desktop Engineer
• Delivering troubleshooting solutions to users and console
operators experiencing difficulties with so ware, hardware, and
network connectivity issues.
• Remote and 1st line support for a 24x7 operation with main
support hours aligned with US Business Operational Hours.
• Receiving tickets from users and delegated tasks to appropriate
departmental personnel.
• Collaborating with vendors and suppliers, i.e. service desk /3rd
parties / customer resolver teams, for process and system for
progression to resoluton in the quickest possible time, without
failing on quality.
• Achieve services in line with agreed customer SLA
• Enterprise Mobility Management administration - enrollment and
management of mobile devices
EDUCATION
HIGHER NATIONAL DIPLOMA
CTI IT college / Johannesburg / 2007
Diploma: Information Technology
Engineering (CompTIA)
Computer Training Institute (CTI),
Johannesburg
Windows Server 2003, 2010,2016
iNet +, A+, N+, Linux (Red Hat),
Security +
BYTES SOLUTIONS
Cape Town
Aug 2019 - Aug 2020
IT Service Desk Technician
• Migration Project for Pick n Pay stores/DC outlets/Head Office
users from Windows 7 to Windows 10.
• Creating installation process documents for technicians going to
sites.
• Troubleshooting end-user desktop and compute related ticket
incidents.
• 2nd line remote support in retails stores/DC/HQ
SKILLS
• Consistent and clear communication with internal and external
team throughout the lifecycle of the incident.
DESKTOP SUPPORT
• Act as an escalation resource to the Help Desk, Site Administrators
and Network Operations Center to assist with issues affecting
endpoints
TCP/IP WAN/LAN
NETWORKING
TECHNICAL DOCUMENT COMPREHENSION
MICROSOFT EXCHANGE
MAZARS
Johannesburg
Jun 2016 - Jul 2018
ACTIVE DIRECTORY
Service desk Technician
• Working off a Service Management ticket queue, ensuring high
urgency tickets are prioritised
• Perform other duties as assigned by manager
OFFICE 365 USE AND GROUP MANAGEMENT
• Working with the rest of the Desktop Support team to ensure
security postures are managed and upheld
DHCP, DNS
• Oversees and updates assigned support service requests,
handling daily technical support activities on desktop support,
data network and server management
VOIP, SKYPE, ZOOM, TEAMS
MOBILE DEVICE MANAGEMENT
• Sets up desktop computers and peripherals and test network
connections. Create, test and develop current Workstation
images. Test, evaluate, and package so ware and applications for
workstation distribution
DATA BACKUP AND RETRIEVAL
TICKET LOGGING TOOLS
• Antivirus Management tools.
LINUX
ANTIVIRUS MANAGEMENT TOOLS
• Provides a single point of contact for end users to receive support
and maintenance within the organization's desktop computing
environment. Knowledge of server and network communications
equipment, protocols (i.e. DNS and TCPIP), transmission media,
security and network management practices
DATA ENCRYPTION (BITLOCKER)
• Drive Ebcryption using Windows Bitlocker
MICROSOFT AZURE/ CLOUD, MONITORING
SCCM PACKAGING AND DEPLOYMENT
BUSINESS CONNEXION
Johannesburg
Jan 2015 - Feb 2016
JULIE NOLAN
Pick n Pay
• Followed up with clients to ensure optimal customer satisfaction
following support engagement and problem resolution.
T:-
E:-Mazars
T:-
E:-
• 1st Line IT Support
• Provided solutions to operations issues for users of Active
Directory/Organisation working closely via phone, email, live chat
and web teleconference with end users. Analyzed hardware and
so ware issues
REFERENCES
WAYNE JANSEN
IT Service desk technician
ESKOM
Est London
Jan 2013 - Sep 2015
IT Technician
• Migrated users from Windows XP to Windows 7 for Eskom Eastern
Cape sites
• Roll out (so ware installations) of new laptops and desktops for
users.
TELELTECH
Cape Town
Feb 2010 - Nov 2013
IT Technician
• Working off a Service Management ticket queue, ensuring high
urgency tickets are prioritized
• Perform other duties as assigned by manager
• Working with the rest of the Desktop Support team to ensure
security postures are managed and upheld
• SCCM Packaging for Deployment and So ware Updates.
• Perform evaluations for team to ensure consistent high quality is
provided to customers
• Provide an accurate record of each call in incident management
tracking tool, review all incidents for your site
• Deployed new hardware and so ware for users across the
organisation, including installation, configuration, running,
testing, and making necessary changes
• Diagnose and find out faulty peripherals, coordinate with vendors
to get faulty peripherals replaced
DATACENTRIX
Cape Town
Jan 2010 - May 2010
IT Support Tech
• Worked for three months during the Soccer World Cup 2010 i
South Africa.
• Helpdesk and IT Desktop Support for FIFA delegates at the Cape
Town Stadium. Worked in troubleshooting and providing
solutions to unresolved hardware and so ware problems through
trouble-ticket system.
CLICKS GROUP
Cape Town
Jan 2009 - Jan 2010
IT Intern
Worked in the Commercial Management Department:
• Supplier and Vendor contract repository maintenance.
• Communicated with Suppliers ensuring they agree and sign the
New Clicks standard contracts.
• Worked with Governance and Business Analysts in documenting
of internal IT processes and procedures.
• Liaised between Suppliers and Legal in signing of Master Service
Agreements, Non-Disclosure Agreements and Service Level
Agreements.
• Enforced Commercial Support and Contract terms within the IT
Department.
• Monitored and reported on Supplier SLA performances.
• Worked in the Infrastructure Department:
• Create, test and develop current Workstation images. Test,
evaluate, and package so ware and applications for workstation
distribution
• Troubleshoot for Windows and have good working knowledge of
Office products; provide printer/fax support
