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Johannes Sekgoka

@johannessekgoka

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Senior Support Specialist at AVEVA who cut MTTR by 28% and built Python automations saving 8–12 hours weekly.

South Africa

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At AVEVA, I resolved complex hardware, software, and network incidents across Windows Server, Linux, and cloud environments, reducing MTTR by 28%. I also developed Python scripts for log parsing and triage that saved the team an estimated 8–12 hours of manual processing each week.

I configured Nagios and Zabbix monitoring and built Zabbix dashboards and alert policies. This work helped identify infrastructure issues before client impact and reduced unplanned outages by 30%.

At LEXISNEXIS, I handled daily support tickets and guided users through account creation, integrations, and onboarding. I documented support cases and created knowledge base articles, helping improve first-call resolution and reduce escalations.

Earlier, at Veritech ICT Solutions and Leggero Technologies, I supported users with hardware, software, and connectivity issues through on-site and remote assistance. I also supported data capture and IT operations at Statistics South Africa, and earned the Google Professional Technical Support Certificate and Azure Administrator Associate certification.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Specialist

Current

AVEVA

Jul 2025 - Present (1 year 3 months)

Provided high-level technical expertise across Windows Server, Linux, and cloud environments, resolving complex incidents and mentoring junior technicians. Managed hybrid IT infrastructure and improved first-contact resolution rates.

Windows Server Ubuntu RHEL Azure AWS Python Nagios Zabbix Jira Zendesk Salesforce Slack ITIL SLA Management Mentorship Documentation

Technical Support Representative

LexisNexis

Dec 2021 - May 2025 (3 years 5 months)

Resolved 40+ daily support tickets across email, chat, and remote tools, consistently meeting SLA targets. Provided technical assistance to end users, troubleshooting hardware and software issues, and documented root causes to improve first-call resolution.

Zendesk Jira HubSpot Slack Windows MacOS Networking SaaS APIs CRM Knowledge Base Documentation Customer Support

Support Engineer

Veritech ICT Solutions

Jul 2020 - Aug 2021 (1 year 1 month)

Resolved 40+ daily support tickets and provided technical assistance to end users. Troubleshot hardware and software issues, documented root causes, and created knowledge base articles to reduce escalations.

Zendesk Jira Slack Windows MacOS Networking SaaS APIs CRM Knowledge Base Documentation Customer Support

IT Support Specialist

Leggero Technologies

Feb 2015 - Jun 2019 (4 years 4 months)

Delivered on-site and remote desktop support, resolving hardware, software, and connectivity issues. Managed ticketing system and assisted users with network troubleshooting and system performance.

Desktop Support Hardware Software Networking CRM Ticketing Systems Remote Support Troubleshooting

IT Technician

MBD Inc.

Apr 2013 - Sep 2013 (5 months)

Fielded Tier 1 technical requests, processing 25-40 tickets daily within SLA windows. Assisted employees through live chat and screen-share, and rolled out hardware and software installations.

Tier 1 Support Ticketing Hardware Software Networking Slack Documentation Customer Service

IT Technician & Data Capture

Statistics South Africa

Executed data capture and validation processes, enforcing data integrity standards. Provided IT support to field and office staff, diagnosing network issues and installing hardware and software.

Data Capture Data Validation QA IT Support Networking Hardware Software Documentation Remote Support

Education

Degrees, certifications, and relevant coursework

Tshwane University of Technology

Diploma, Marketing Science

2010 - 2012

Diploma in Marketing Science with coursework in marketing management, consumer behavior, digital marketing, economics, financial accounting, and business ethics.