Kholofelo Mongalo

Experience

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  GPAA (Government Pensions Administration Agency)

  Feb 2019 - Mar 2021

  Desktop Support Engineer

  Troubleshooting and resolving incidents through remote desktop• Provide 1st and 2nd Line Technical Support telephonic or via email.• Installing and configuring computer hardware systems and IT software• Escalating unresolved problems to other support staff• Ensuring all devices are loaded with up-to-date EPO agents.• Ensuring incidents, requests, problems are logged and resolved within SLA.• Issuing new users with ICT equipment• Create User Account, Password reset on Active Directory.• Configuring Cisco Phone and Cisco Jabber on users’ desktops and laptops.• Trouble Cisco phone issues• Manage printer connectivity (Network and Desktops) Xerox and HP Printers.• Troubleshooting networking and connection issues Show less

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  Pinnacle ICT

  Oct 2021 - now

  Desktop Support Engineer

  Administration of network user accounts and mailboxes• Technical fault analysis and troubleshooting• Providing technical support to a wide range of users- internal and external• Configure desktop and laptop machines and network connectivity.• Process requests for moves new hires and termination.• Deliver support on the wide area network across AfricaAdminister printers such as (Lexmark, HP and Sharp) and Kodak scanners.• Responsible for managing Windows desktops in an Active Directory environment.• Monitoring network security and alerts• Administer, install, configure, and troubleshoot the MS operating systems and products.• Troubleshoot network connectivity including LAN, WAN, and hardware related faults.• Maintain IT asset register and asset disposals• Troubleshooting of VPN connections (Fortinet)Provided first-line technical support for end-users, resolving hardware, software, and network issues.• Assisted in the management of Microsoft 365 services, including account setup and license management.• Supported Microsoft Teams configurations for meetings and collaboration tools.• Monitored and responded to security incidents, such as MFA lockouts and password resets. Show less