Neo Moloi

Skilled IT Support Specialist & Cybersecurity Enthusiast

Johannesburg, ZA.

About

Highly proficient 1st and 2nd line IT Support Advisor with over 4 years of experience delivering exceptional technical assistance in diverse remote and onsite environments. Adept at troubleshooting complex hardware and software issues, optimizing system performance, and enhancing user satisfaction. Committed to leveraging strong technical expertise and emerging cybersecurity knowledge to drive operational efficiency and secure IT infrastructures in a dynamic corporate setting.

Work

Escape Media House

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Field Service Technician

Johannesburg, Gauteng, South Africa

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Summary

Managed comprehensive 1st and 2nd line IT support, specializing in field service, troubleshooting, and system maintenance to ensure seamless operational continuity for diverse clients.

Highlights

Managed a high volume of 1st and 2nd line customer queries via phone, email, and live chat, achieving high resolution rates for technical issues.

Executed efficient workstation setup and printer networking for new and existing clients, significantly enhancing user productivity and connectivity.

Conducted thorough post-service reviews to reduce equipment failures and callbacks by 15%, improving overall reliability and customer satisfaction.

Provided expert technical support for Konica Minolta printers, including troubleshooting, repair, and firmware updates, ensuring optimal operational efficiency.

Led successful on-site and off-site installations, workstation repairs, and maintenance, completing over 50 projects ahead of schedule.

Responded promptly to emergency maintenance requests, consistently restoring critical systems within defined service level agreements.

Intellovate Health Care (Chris Hani Baragwanath)

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1st Helpdesk Support

Johannesburg, Gauteng, South Africa

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Summary

Delivered critical Tier 1 IT support to internal users, ensuring optimal system performance and fostering a clear understanding of technical solutions.

Highlights

Provided Tier 1 IT support to over 200 non-technical internal users, resolving daily technical issues through desk-side services and remote assistance.

Configured and deployed hardware, devices, and software for new employee workstations, reducing setup time by 20% and ensuring immediate productivity.

Guided end-users through basic troubleshooting tasks, improving self-sufficiency and reducing repeat inquiries by 10%.

Translated complex technical information into clear, actionable terms for non-technical individuals, enhancing user understanding and promoting efficient problem resolution.

Installed, modified, and repaired software and hardware components, resolving an average of 15 technical issues per day to maintain system integrity.

Provided dedicated on-call support for critical Cloud software issues, ensuring 99.9% system availability and minimizing operational downtime.

Monitored operational systems proactively and troubleshot errors, leading to a 5% reduction in system malfunctions.

Contributed to updating and documenting technical support best practices, enhancing team efficiency and knowledge sharing.

Vodacom

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Data Support / End-User Support

Johannesburg, Gauteng, South Africa

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Summary

Provided essential 1st-line technical support for data services and end-user devices, including installation and troubleshooting.

Highlights

Delivered 1st-line support for data service installations and troubleshooting, resolving common connectivity issues for over 50 users weekly.

Addressed a high volume of Blackberry device queries, ensuring optimal functionality and user satisfaction for mobile data services.

Assisted customers with initial setup and configuration of data plans, reducing activation time and improving user onboarding experience.

Education

ISC2

Johannesburg, Gauteng, South Africa
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Certification Cybersecurity

Courses

Cybersecurity

Cisco Networking Academy

Johannesburg, Gauteng, South Africa
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Certification Cybersecurity Essentials

Courses

Cybersecurity Essentials

ISC2

Johannesburg, Gauteng, South Africa
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Certification Cybersecurity Essentials

Courses

Cybersecurity Essentials

Cisco Networking Academy

Johannesburg, Gauteng, South Africa
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Certification Linux Essentials

Courses

Linux Essentials

Cisco Networking Academy

Johannesburg, Gauteng, South Africa
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Certification IT Essentials

Courses

IT ESSENTIALS (A+)

FredNorman

Johannesburg, Gauteng, South Africa
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Matric General Studies

Languages

English

Isizulu

Sesotho

Skills

Technical Support

1st Line Support, 2nd Line Support, Troubleshooting, Hardware Installation, Software Installation, System Maintenance, On-call Support, Helpdesk Operations, Remote Support, Onsite Support.

System Administration

Windows OS, macOS, Linux, Unix, Workstation Setup, Printer Networking, System Monitoring.

Networking & Security

LAN, Endpoint Security, Backups, Cybersecurity, API Security, Cloud Security Layers, Redundant Design, Elasticity, Scalability, Security Compliance.

Customer Service

Service Desk, Phone Support, Email Support, Live Chat, User Training, Problem Remediation, Documentation.

Database & Data Management

MySQL Database, SQL Queries, RDBMS Concepts, Data Analysis.

Cloud Platforms

Oracle Cloud Application, Oracle Fusion Cloud (HR), Oracle Fusion Cloud ERP, Oracle Fusion Cloud SCM, Cloud Infrastructure Management.

Cybersecurity Operations

Cyber Attack Investigation, Risk Assessment, Security Posture Improvement, API Logs, Application Security Testing.

Office Productivity

Microsoft Excel.

Projects

Oracle Cloud Security Exploration

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Summary

Comprehensive self-directed study and practical application focusing on Oracle Cloud security principles and architecture, aiming to understand and implement robust cloud security measures.

API Security Best Practices Implementation

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Summary

Project focused on understanding and applying best practices for API security, including integration into development processes and compliance standards.

Cyber Attack Investigation & Risk Assessment

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Summary

Conducted a comprehensive investigation of a simulated cyber attack and performed a detailed risk assessment to identify vulnerabilities and recommend improvements for client cybersecurity posture.

SQL Database Management & HR Schema Development

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Summary

Project demonstrating proficiency in SQL database concepts, including writing complex SQL statements and designing an HR schema with column aliases and concatenation operations.

Oracle Cloud Application Modules Study

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Summary

In-depth study and exploration of key Oracle Cloud Application modules, including Human Resources (HR) Capital Management, Enterprise Resource Planning (ERP), and Supply Chain Management (SCM).