Lerato Masithela
Adaptable IT support professional with experience in resolving technical issues, maintaining accurate records, and supporting users across desktops, printers, and networks.
Strong background in documentation, and cross-functional teamwork. Committed to reliable service and efficient issue resolution.
Detail-oriented Service Desk Technician with a strong background in end-user support, account management, and technical troubleshooting.
Known for resolving incidents quickly, maintaining clear support records, and improving service quality through knowledge base articles and follow-up support.
Experienced Service Desk Technician with 19 years in remote support, incident management, and ticketing systems. Skilled in advanced troubleshooting, user credential management, and service request resolution, with a strong focus on accurate documentation and customer success.
Work History
Service Desk Technician
19 Years 1 Month- Resolved incidents and service requests through Track-It ticketing system, maintaining accurate support records.
- Reset passwords, unlocked accounts, and guided users through Remote Desktop Connection in Active Directory.
- Escalated complex technical faults to senior teams while tracking resolution progress and communication updates.
- Developed knowledge base articles for common issues, enabling faster resolutions for end-users.
- Control of IT assets, issuance and usage such as projectors, modems, speakers.
- Conducted regular follow-ups with users post-resolution to ensure continued satisfaction with the support provided.
- Draw and implement standby and backup roosters.
- Diagnose hardware, software, and network issues for end users across desktops, printers, and peripherals.
Professional Secretary
5 Months- Managed Corporate Services Manager's calendars, appointments, and meeting logistics for smooth daily office operations.
- Prepared agendas, and distributed supporting documents.
- Drafted correspondence, memoranda, and official letters with strong attention to accuracy and format.
- Maintained confidential records, filing systems, and document retrieval processes for efficient administration.
Professional Secretary
6 Years 2 Months- Recorded meeting minutes and tracked action items to support timely follow-up and accountability.
- Liaised with departments to coordinate communication flow and resolve administrative requests promptly.
- Improved office organization by standardizing document control and secretarial support procedures.
- Screened calls, visitors, and incoming correspondence while prioritizing urgent matters appropriately.
- Drove Attorneys from across the border to the High Court.
Education
Diploma in Adult Education
Bachelor of Science in Information Technology
Skills
Accomplishments
- Increased number of resolved job tickets by 50% over previous year.
- Union's Representative for past 10 years.
Certification
- Certificates in Service Desk Management
- Certificates in ITIL Foundation
- Certificate of Attendance in ComptiaA+ Boot Camp