Pako George
IT Support Engineer
Gaborone
Summary
A self-driven and experienced service desk analyst and IT support engineer with excellent customer service, troubleshooting, analytic, and strong communication skills. Excellent team player as well as capable of working as an individual at the prospect of learning and achieving set goals. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
18
18
Certifications
Work History
ICT Support Engineer
05.2023 - Current
- Installing and configuring computer hardware, software, and system applications
- Providing technical support to all IT-IQ Botswana managed clients e.g., DTCB, Lucara, Continental Re-insurance, AVIS, Cresta, Aleyo Capital, etc., remotely, and on-site
- Install Operating systems and set up accounts for new users
- Configure printers for users
- Responding in a timely manner to service issues and requests based on urgency and priority following ITIL best practices
- Monitoring and maintaining computer systems and networks for users through PRTG and MSP N-Central
- Troubleshoot and resolve internet connection issues for users
- Monitor daily monthly backups for clients through Acronis backup solution
- Ensure users' computer security by installing antiviruses on users' machines ensure that antivirus is up to date and scheduled for scanning
- Also ran computer software updates for users
- Ensure continual service improvement, make recommendations for any improvement, and work hand in hand with asset manager and account manager
- Do server administration by creating croup policies as requested and closely monitor performance of users’ servers
- Managing user accounts through Active Directory Azure Ad, On-promise AD, and Office 365 Exchange
- Upgrade access points firmware
- Patch network points
- Configure IP phones.
Service Desk Assistant
IT-IQ Botswana
07.2016 - 04.2023
- Troubleshoot and resolve networking problems
- Monitor daily alert backups, client’s network, and servers through PRTG, Acronis, and MSP N-Central systems administration tools for all managed clients
- Provide first-line support! Provide first-line and second-level technical support
- Ensuring consistency high level of service delivery via ITIL best practices
- Coordinate desktop support
- Manage service desk emails, phone calls, and self-service logged tickets.
Service Desk Analyst
FNB Botswana/ IT-IQ Contractual
11.2019 - 02.2021
- Receive end-user queries from emails, phone calls, and self-service platforms, provide first-line support via remote assistance, and escalate to relevant support following standard service desk procedures
- Log all queries in ticketing system and assign and monitor them from start until resolution
- Management of all service support channels (telephone, WhatsApp, emails, and self-service platforms)
- Ensuring consistently high level of service delivery and value-added through effective and efficient service delivery according to agreed SLA and scope of work
- Facilitate and organize training sessions for all agents and participate in recruiting new service desk agents
- Ensure that clients are kept happy and always satisfied by providing prompt responses and solutions to their challenges through ITIL governance processes and SLA management
- Creating and configuring user email accounts on exchange and administrating Active Directory
- Facilitate and organize training sessions for all agents and participate in recruitment of new service desk agents
- Management of Incidents, Requests, Changes, and Problems logged
- Work with support team to maintain 95% SLA compliance
- Advise IT asset management on cost-contained measures with current assets in use
- Using Configuration Manager Remote Control to assist users on all Bank applications and IT-related issues
- Managing user accounts through Active Directory (Azure Ad and Office 365 Exchange)
- Plan and implement continual service improvement
- Coordinating 2nd level IT support and working together with other IT business units like Network Infrastructure, Business Application, and Information System Security for escalations and service delivery within agreed SLA
- Monitor Cisco phone 2-ring call manager system for service desk
- Manage service now application at ticket tracking system
- Train new service desk agents.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
Help Desk Assistant
IT-IQ Botswana
08.2016 - 02.2018
- Manage Freshdesk ticket tracking application for all information technology-related queries
- Assign and coordinate technical engineers
- Coordinate customer survey
- Maintain incident management within 95% SLA compliance.
IT Engineer Intern
Gabane Junior School
09.2014 - 11.2014
- Provide desktop support by resolving technical issues locally and remotely assisting users via phone, TeamViewer, Any-desk, and remote desktop
- Software installations and Hardware Maintenance
- Provide ongoing support to users regarding systems applications, network, hardware, and internet connectivity.
Web Developer Intern
Ativio
06.2013 - 09.2013
- Developing a Leave management application
Education
BSc. (Hons) Computing -Software Engineering (Major) - Information Technology
Botho University
Gaborone, Botswana 07.2011 - 12.2015
Skills
Network Fundamentalsundefined
Certification
2024, Cisco Certified Network Associate
References
- Kelebogile Radigole, Service Desk Champion, 74986120, kelebogile@itiq.co.bw
- Lebogang Keitumetse, Trainer, 72626923, Lebogang@itiq.co.bw
- Mr. Tumelo Matshameko, Service Desk Line Manager, 71330690, Tumelo.matshameko@fnbbotswana.co.bw
Timeline
ICT Support Engineer
05.2023 - Current
Service Desk Analyst
FNB Botswana/ IT-IQ Contractual
11.2019 - 02.2021
Help Desk Assistant
IT-IQ Botswana
08.2016 - 02.2018
Service Desk Assistant
IT-IQ Botswana
07.2016 - 04.2023
IT Engineer Intern
Gabane Junior School
09.2014 - 11.2014
Web Developer Intern
Ativio
06.2013 - 09.2013
BSc. (Hons) Computing -Software Engineering (Major) - Information Technology
Botho University
07.2011 - 12.2015
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