Karabo Setshedi

Experience

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  KFC

  Apr 2014 - Jan 2016

  Information Technology Technician

  The IT Technician position is summed up but not limited to 1st and 2nd line IT Support, case logging, escalation and resolution, this includes Installing, maintaining and monitoring servers across multiple sites, ensuring software is up to date as well as back-ups of database. Setting up user emails and landline extensions, maintaining up to date Antivirus levels on all machines companywide (ESET/AVAST). Managing and monitoring of backups in multiple locations and also producing and preparing reports for senior managers. Role includes purchasing of IT Equipment and software in line within agreed budgets. Providing technical support via helpdesk systems for a wide range of internal applications. Well versed in different management scenarios like Change Control, Quality Assurance, Defect Tracking, System Integration, and Scheduling. Show less

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  Micros South Africa (Pty) Ltd

  Feb 2016 - Dec 2020

  The Incident Manager position is a support function within the organization that looks after client relationship from support and ensures the SLA adherence for the specific clients. As such, the position comes with a high degree of accountability and responsibility including managing client escalations and provide technical support on escalated issues while also managing and coordinating major incidents (priority 1 and 2) for the client. The role also includes meeting clients to discuss ways to keep improving the system functionality and ensure system is user friendly. Ensuring that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence while addressing all irregularities within the team and senior management. Show less Troubleshooting network problems, diagnosing and resolving identified issues and also supporting hardware and software related queries. Providing procedural documentation and relevant reports for users. Ensuring smooth roll-out of new applications and setting up new users' accounts and profiles and dealing with password issues. Working continuously on a task until completion (or referral to third parties, if appropriate). Following up and make scheduled call backs to customers where necessary. Staying current with system information, changes and updates Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. Show less

  • Incident Manager

    Jan 2017 - Dec 2020

  • Information Technology Support Consultant

    Feb 2016 - Dec 2016
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  Real Foods Group

  Dec 2020 - now

  IT Specialist

  On-Site support, fault finding and support staff with the installation, configuration, troubleshooting and ongoing usability of desktop computers, laptops, peripheral equipment and software including Windows10/One Drive/SharePoint; Zoom; Skype and OBS including ISP queries. Engage with external support and service providers to resolve technical problems with IT Related queries. Management and administration of all IT infrastructure and systems. Ensuring that all operations and new initiatives operate in accordance with the prescribed service and quality "best-practice" standards related to installing, testing, optimizing, diagnosing, repairing, upgrading and maintaining those systems. Show less