Open to opportunities

jennifer malesa

@jennifermalesa

Message

Results-driven Technical Support Engineer with 15+ years of experience.

South Africa

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and challenges in IT support and system administration.

I am a results-driven Technical Support Engineer with over 15 years of experience in IT support, system administration, and network troubleshooting. My career has been marked by a proven ability to resolve technical issues efficiently, optimize system performance, and enhance end-user productivity. I have a strong background in server administration, hardware and software troubleshooting, and cybersecurity compliance, which allows me to implement IT solutions that improve operational efficiency and reduce downtime.

Currently, I work at Right to Care, where I deliver first and second line technical support for industrial robotics and smart locker systems, successfully reducing downtime by 30%. My previous roles at T-Systems SA and Gijima have honed my skills in remote desktop support and on-site assistance, achieving high resolution rates and ensuring consistent system uptime. I am passionate about maintaining high standards of service and continuously improving processes through effective documentation and knowledge sharing among IT teams.

Experience

Work history, roles, and key accomplishments

Current

IT Technical Support

Current

Right to Care

May 2019 - Present (6 years 1 month)

Deliver 1st and 2nd line technical support for industrial robotics and smart locker systems, achieving a 30% reduction in downtime. Monitor OS and security patch updates, ensuring 99% compliance with security policies. Conduct server administration and maintain SOP documentation for improved knowledge-sharing.

IT Support Systems Administration Networking Cybersecurity Documentation Windows Server Active Directory Quality Assurance

Remote Desktop Support

T-Systems SA

Mar 2013 - Apr 2019 (6 years 1 month)

Provided remote technical assistance, resolving 90% of incidents on the first contact. Managed technical issues within SLA, ensuring consistent system uptime and escalated complex cases to specialist teams, reducing resolution time by 40%. Administered Active Directory user accounts and performed software installations.

IT Support Active Directory Installation Incident Management SLA Technical Troubleshooting System Uptime SCCM

2nd Line Desktop Support

Gijima

Mar 2009 - Mar 2013 (4 years)

Provided on-site and remote desktop support with a 98% resolution rate within SLA timelines. Diagnosed and repaired Dell laptops and desktops, deployed Windows and macOS images, and managed mobile device synchronization and email configurations.

Desktop Support IT Support Device Management Windows Imaging Mobile Device Management Troubleshooting Data Backup SLA

Education

Degrees, certifications, and relevant coursework

Gijima & Torque IT

IT Learnership Programme, Information Technology

2008 - 2009

Participated in a 12-month IT Learnership Programme at Gijima & Torque IT, focusing on practical IT skills and knowledge applicable in the technology sector.

Ivory Park Secondary

National Senior Certificate, General Education

2002 - 2007

Completed the National Senior Certificate (Grade 12) at Ivory Park Secondary, acquiring foundational knowledge and skills necessary for further education and career development.