Tshepo Mokoena

I am energetic, vibrant, polite, hard working and a team player. Willing to go an extra mile to finish the task at hand. I am a good listner interact well with people and able to work under pressure 

MTN (TCM Contractor)
Service Desk Agent (Sep 2020 – Present)

• Identify and diagnose IT issues and problems
• Advise users on appropriate solutions
• Troubleshoot and resolve hardware/software issues on laptops
• Assist clients with minor computer hardware/software issues
• Generate ServiceNow and Remedy reports
• Escalate unresolved issues to higher-level support
• Log tickets on Remedy and ServiceNow
• Create user access on Remedy and ServiceNow

FNB (TCM Contractor)
Desktop Support Administrator (Jul 2016 – Sep 2020)

• Install and decommission FNB branch equipment
• Replace faulty parts on HP printers
• Troubleshoot and resolve hardware/software issues on laptops
• Load FNB branch servers (Linux)

BancABC
IT Support (1st Level Technician) (Nov 2014 – Aug 2015)

• Assign calls to field technicians
• Support SQL Flexcube
• Run End of Day (EOD) processes on Flexcube
• Generate EOD reports
• Install and support OS, MS Office, and applications
• Printer configuration, password resets, and general maintenance
• Maintain inventory records of boot stock
• Troubleshoot issues telephonically

Ponego Secondary School

• Highest Grade Passed: Grade 12 (2010)
• Subjects: Physical Science, Life Science, Mathematics, Life Orientation, English, Sesotho

Tertiary Qualifications

PC Training and Business College (2011)

• Qualification: Information Technology (NQF Level 4)
• Subjects: Hardware Vol 1 & 2, Software, Web Applications, Advanced Programming, End User & Advanced End User, Database Concepts 1 & 2, Help Desk, Mathematics, Communications, Self Development Skills, Advanced Development Skills

TCM Academy

• Information Technology Essentials (2013)
• CCNA 1–4 (Jan 2014 – Jun 2014)