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Rodney Mphaphuli

@rodneymphaphuli

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Desktop support at Aviation Project and Management Services, resolving hardware and software incidents.

South Africa

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What I'm looking for

I left Lancet Laboratory because I wasn't given enough opportunity to grow, and career growth was also my reason for leaving Europcar.

At Aviation Project and Management Services, I diagnose and resolve hardware and software incidents across Windows and Mac operating systems. I also install and configure IT equipment and document requests in the service desk system.

I take ownership of support issues, analyze problems, and apply temporary or permanent fixes to restore service. When needed, I escalate incidents to other support teams.

At Lancet Laboratory, I provided first-line technical support by phone, email, and remotely. I logged and updated incidents, followed up with users, and escalated complex issues.

At Europcar, I operated and monitored computer systems and equipment, including batch processing and backup processes. My training includes A+ Computer Technician, N+ Network Technician, and Microsoft desktop support and Windows Server certifications.

Experience

Work history, roles, and key accomplishments

Current

Desktop Support

Current

Aviation Project and Management Services

Feb 2016 - Present (10 years 9 months)

Diagnosed and resolved software and hardware incidents, including operating systems (Windows and Mac) and various software applications. Provided IT support, installed and configured new equipment, and maintained high customer service standards.

Windows MacOS hardware troubleshooting Software Troubleshooting IT Service Desk Customer Service

Service Desk Engineer

Lancet Laboratory

Feb 2014 - Dec 2015 (1 year 10 months)

Provided 1st line technical support via phone and email, logged and resolved incidents, and maintained high customer service standards. Escalated complex issues and supported users remotely.

Technical Support Remote Support Incident Management Customer Service SLA Management

Computer Operator

Europcar

Nov 2009 - Feb 2014 (4 years 3 months)

Operated and monitored computer systems, including magnetic tape units, printers, and mass storage. Managed batch processing, backups, and routine maintenance, and responded to user inquiries.

Computer Operation Batch Processing Backup Management System Monitoring Hardware Maintenance

Education

Degrees, certifications, and relevant coursework

Boston Business College

MCITP – Desktop Support Administrator and Server 2012, Information Technology

2012 - 2013

Earned MCITP certification as Desktop Support Administrator and Server 2012, including Microsoft Desktop Support Pro Windows 7 Enterprise Technician and Administrator, MCTS, and Windows Server 2012 installation and administration.