Open to opportunities

Hector Sibanda

@hectorsibanda

Message

I resolve end-user, hardware, software, and network issues while improving SLA performance and device uptime.

South Africa

Message

What I'm looking for

I'm looking for an IT support role where I can resolve hardware, software, and network issues, improve SLA performance, maintain reliable infrastructure, and continue building my networking and cybersecurity skills.

I've delivered Tier 1–3 technical support for ABSA Bank, supporting more than 500 ATM custodians and banking staff while maintaining 95% SLA compliance through ServiceNow.

At Bytes Managed Solutions, I achieved a 90% first-call resolution rate for ATM technical issues, automated ticket logging to reduce response time, and worked with network engineers on Cisco-based solutions.

I'm currently supporting HZ Projects and Solutions by maintaining laptops, mobile devices, printers, applications, and a local network. My proactive monitoring improved device uptime by 20%, while streamlined printer and Wi-Fi troubleshooting reduced staff downtime by 25%.

Across corporate, government, and education environments, I've combined troubleshooting, documentation, IT asset support, and customer service to keep users productive and systems reliable.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

HZ Projects and Solutions PTY (LTD)

Jan 2024 - Present (2 years 8 months)

Monitored and maintained company laptops, mobile devices, and printers to ensure optimal performance. Provided technical support for hardware, software, and network issues, improving device uptime by 20%.

hardware troubleshooting Network Support system updates Technical Documentation

Field Agent

Stats SA

Jan 2022 - May 2022 (4 months)

Resolved 50+ customer complaints monthly, improving satisfaction scores by 20%. Generated analytical reports that enhanced field service efficiency.

Customer Service Complaint Resolution Analytics Reporting

Data Capture Specialist

Montanus Primary School

Jan 2021 - Jun 2021 (5 months)

Maintained 100% accurate student databases for 500+ pupils. Implemented document organization system that reduced retrieval time by 30%.

Data Entry Database Management Document Management

Quotation Administrator

Bytes Managed Solutions

Aug 2014 - Dec 2017 (3 years 4 months)

Streamlined IT service quotation process, reducing turnaround time by 15%. Maintained 100% accurate vendor database supporting 50+ clients.

Vendor Management Process Improvement

Technical Support Engineer

Bytes Managed Solutions

Jun 2013 - Sep 2014 (1 year 3 months)

Achieved 90% first-call resolution rate for 100+ ATM technical issues. Automated ticket logging processes, reducing response time by 15%, and collaborated with network engineers on Cisco-based solutions.

First Call Resolution Technical Support

Helpdesk Support Engineer

ABSA Bank

Mar 2012 - May 2013 (1 year 2 months)

Delivered Tier 1-3 technical support for 500+ ATM custodians and banking staff. Maintained 95% SLA compliance through ServiceNow ticket management and reduced critical outages by 25%.

ServiceNow SLA Troubleshooting Technical Documentation