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.

• 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.