Open to opportunities

Malehlohonolo Maseko

@malehlohonolomaseko

Message

I am an experienced IT service desk technician focused on swift resolutions.

South Africa

Message

What I'm looking for

I am looking for an SLA-driven IT support role where I can resolve incidents, apply ITIL and Azure skills, mentor junior staff, coordinate with 3rd-line teams, and grow into advanced support or leadership within a collaborative environment.

I am an IT service desk professional with extensive hands-on experience providing 1st- and 2nd-line technical support across telecoms, retail aftersales and managed services. I have logged, tracked and escalated tickets using ITSM tools, worked with Azure Monitor and Azure DevOps, and consistently met SLA targets while achieving high call-evaluation scores.

I coach junior technicians, coordinate with vendors and 3rd-line teams to resolve complex incidents, and maintain clear documentation to improve team efficiency. I hold ITIL and cybersecurity awareness certifications and seek to apply my troubleshooting, escalation and customer-care strengths in a collaborative, SLA-driven environment.

Experience

Work history, roles, and key accomplishments

Service Desk Associate

CDW

Jun 2024 - Jun 2025 (1 year)

Logged, tracked, and escalated ITSM tickets to maintain workflow efficiency and ensured SLA-driven progress, coordinating 3rd-line and 3rd-party escalations to restore services promptly.

Incident Management ITSM Ticketing Escalation Management SLA Documentation

Service Desk Technician

Stowe Holdings

Jul 2023 - Jun 2024 (11 months)

Managed and resolved user incidents via phone, email, and ticketing systems meeting SLA targets, coached junior technicians, and supported QA initiatives to improve customer experience.

Troubleshooting SLA Management Coaching QA Customer Service

Technical Billing Support Agent

Merchants (Comcast)

Feb 2023 - Jun 2023 (4 months)

Resolved decoder, billing, and connectivity issues for customers across channels, coordinated device repairs and logistics, and improved retention through clear billing dispute resolution.

Technical Support Billing Disputes CRM Call Center Device Repair Coordination Customer Retention

Education Assistant

Nkone Maruping Primary School

Dec 2020 - Aug 2022 (1 year 8 months)

Supported classroom management and delivered one-on-one and small-group instruction to improve literacy and numeracy, facilitated coding and robotics activities, and maintained student records.

Classroom Support Record keeping

Aftersales Coordinator

Digital Planet Pty Ltd

Apr 2018 - Apr 2020 (2 years)

Logged and tracked faulty device incidents using Azure dashboards and SharePoint, coordinated logistics with repair centers, and produced daily reports, achieving over 90% call quality in inbound support.

azure monitor Azure DevOps SharePoint Incident Tracking Logistics Coordination Reporting Customer Service Excel

Customer Service Consultant

MultiChoice DSTV

Mar 2015 - Sep 2016 (1 year 6 months)

Resolved decoder and service interruptions, handled billing inquiries and account activations, and conducted outbound follow-ups to improve retention and customer satisfaction.

Technical Support Billing Support CRM Troubleshooting Customer Feedback

Education

Degrees, certifications, and relevant coursework

Emshukantambo High School

National Senior Certificate, General Secondary Education

2005 - 2009

Grade: Diploma (passed)

Activities and societies: Mathematical Literacy; Economics; Business Studies; S. Sotho; Life Orientation; English

Completed National Senior Certificate (Grade 12) with subjects including Mathematical Literacy, Economics, Business Studies, S. Sotho, Life Orientation and English; passed with a diploma.

ITIL Foundation

ITIL Foundation Certification, IT Service Management

2025 -

Obtained ITIL Foundation certification in June 2025 demonstrating knowledge of IT service management best practices including problem and change management.

Time Management Fundamentals

Certification, Time Management

2025 -

Completed Time Management Fundamentals in May 2025, applying time-blocking and prioritization techniques to manage workload and meet SLAs.

Damelin College

Diploma in Public Relations, Public Relations

2010 - 2012

Activities and societies: 2010: Media Studies; Business Communications; Economics; Computer Studies; Accounting; Industrial Relations. 2011: Public Relations; Business Communications; Marketing; Economics; Project Management; Communication Law. 2012: Media Studies; Public Relations; Business Communications (incomplete)

Studied for a Diploma in Public Relations at Damelin College from 2010 to 2012, completing coursework in media studies, public relations, marketing, economics and project management; studies were not completed in 2012 due to financial constraints.

Cybersecurity Awareness & Terminology

Certification, Cybersecurity

2025 -

Completed Cybersecurity Awareness and Cybersecurity Terminology certifications in June 2025 covering phishing recognition, social engineering, encryption, and risk management for end-user support.