
Mulalo Matshusa
Customer Service / Support
About Mulalo Matshusa:
Competent technologist with 5 years’ experience configuring computers, hardware, software, network connectivity, and peripheral devices to work within an established company and security parameters. Devoted troubleshooter with a deep understanding of system architecture and diagnostics. Distinguished knowledge of Active Directory, operating system maintenance, and installations with a talent for multitasking and hardware repair. Established reputation as a sharp technology expert when working with customers to identify and deploy solutions.
Experience
- Assigning new calls logged (according to process), to the FSE within an average of 15 minutes.
- Monitoring the number of reopened incidents and requests.
- Monitoring pending incidents on a daily basis.
- Windows Desktop Support (7, 8, 10, 11)
- Installing and configuring Mimecast.
- Updating and closing calls on the system.
- Managing calls to ensure that SLAs are adhered to.
- Work with vendor (HP, DELL, and Lenovo) support contacts to resolve technical issues within the desktop environment.
- Provide end-user support for computer hardware and software installation, maintenance, and upgrade.
- Provide users with to access shared resources.
- Office 365 basics
- Assisting users with IT-related calls from East Africa and West Africa remotely
- Exchange server mailbox including archiving mailboxes.
- Contacting clients to find out the nature of the problem.
- MAC basic support
- Installing and upgrading operating systems and computer software.
- Troubleshoot and resolve incidents through remote desktop.
- Ensure that incidents, requests, and problems are resolved within SLA.
- Setting up new computers, laptops, and tablets for new users.
- Follow up with clients to ensure that their systems are functional.
- Experience working remotely.
- Ensuring that all incidents and requests are assigned as per the process to the relevant support team.
- Updating tickets and concluding calls on the call logging system.
Education
2023
2023
2019 | Introduction to Service Management with ITIL 4 Udemy
Microsoft Azure Fundamentals (AZ-900) Boston City Campus
CompTIA N+ CTU Training Solutions |
| 2018 | CompTIA A+ CTU Training Solutions |
| 2009 | National Diploma in IT (Pc Training and Business College) Richfield |
| 2007 | Matric Dzimauli Secondary School
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