Katlego Sebate

Experience

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  Netsurit

  Dec 2009 - Jun 2012

  Remote Operations Consultant : Proactive Maintenance on servers and clients workstations (Making sure that they are working in order eg: disk space, CPU, antivirus is up to date • Working with resolving issues with backupExc, and Commvault Backup system, Exchange 2010 and Net vault backup system• Working with AVG and Trend antivirus• Working with server 2010• Onsite consultant at Sterkinekor Home Entertainment.• I’m a junior consultant- helping users with day –to-day IT issues.• Workstation reloads, Making sure that the uses can print, have internet, no hardware issues on the laptops and workstations they use.• Working with Ruckus Wireless devices. Assisting with wireless issues Show less I’m a junior consultant- helping users with day –to-day IT issues.• • Workstation reloads, Making sure that the uses can print, have internet, no hardware issues on the laptops and workstations they use.• Working with Ruckus Wireless devices. Assisting with wireless issuesTechnical support scheduler: scheduling appointments for the technical support team. Making sure that each Consultant knows and what time they should be.• • Onsite Intern: support calls at an onsite client. Administration for the IT team. • • Acknowledgements team: Assigning of calls to respective teams, monitoring backup (management) for our clients.• • – Remote Operations Consultant : Proactive Maintenance on servers and clients workstations (Making sure that they are working in order eg: disk space, CPU, antivirus is up to date • • Working with resolving issues with backupExc, and Commvault Backup system, Exchange 2010 and Net vault backup system• • Working with AVG and Trend antivirus• Working with server 2010 Show less

  • Remote Operations Consultant

    Apr 2011 - Jun 2012

  • Support Intern

    Dec 2009 - Mar 2011
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  Pink Elephant Nederland

  Jan 2013 - Apr 2015

  Service Desk Analyst

  July 2013- Relocated to Tsogo Sun (Service Desk Analyst/Remote support)• Working as Service desk consultant • Log calls for all IT Units based at the different casinos and hotels.• Assisting with 1st line support with It related Issues • Escalate high priority and requests breaching SLA• - Printer issues, Email Issues and Drive and Software issues.• Assisting customers telephonically and on email. • Assisting customers using remote connection to their desktops • Logging and updating calls on call management system • Following up on calls • Filling in reports as necessary • General administrative tasks • Communicating with field and office staff relating to customer queries• Liaising with IT service managers regarding licensing and enhancement requests • Liaise with 3rd party Vendors • Providing regular progress reports to relevant internal and external parties for long term outstanding issues.• Jan2013- June 2013 Based At Sun international head office.• Working as Service desk consultant • Log calls for all IT Units based at the different casinos and hotels.• Assisting with 1st line support with It related Issues • Escalate high priority and requests breaching SLA• use and administration of IT Monitoring Software (SCOM) Ver 2007Main Responsibilities: Used as a basic fundamental monitoring tool.Scom 2007 - Monitoring the health of Servers, making sure that all is running smoothly.Deploying of agents on the servers.Monitoring of alerts and fixing the issue of which the alert was reported. Show less

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  Pink Elephant South Africa

  Apr 2015 - Mar 2021

  Service Desk Team Leader

  Main Responsibilities: • Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets• Responsible for ensuring the smooth day to day running of the IT Service Desk,• Responsible for ensuring IT Service Desk staff coverage, call levels and SLA compliance• First point of support for IT Service Desk staff. • Carries out first line support for all Requests and Incidents• Carries out fault finding and problem solving on software and hardware issues and passes more complex faults and requests to the Service Desk Manager or other relevant resource• Ensures that problems and solutions are properly recorded and determines priorities in the handling of incoming calls• Provides support to the Service Desk and Services Manager.• Represents the department where required.• Responsible for following established IT processes and supporting new ones.• To assist in the promotion of best practice within the IT Service Desk team• To ensure SLA compliance for the IT Service Desk team• Manages staff in conjunction with the Service Desk Manager on the basis of performance reports and observed problem areas Adhoc Responsibilities: • Team mentoring and training where applicable• To assist and participate in Service Improvement Projects where required Show less

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  Logicalis SA

  Jun 2021 - Aug 2021

  Service Desk Team Lead
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  Altron Digital Business

  Aug 2021 - now

  • Information Technology Service Desk Manager

    Feb 2023 - now

  • Team Lead: Service Desk Tier 2

    Aug 2021 - Jan 2023