Jaydy Lategan

Delivered comprehensive first- and second-line IT support to end-users across multiple branches, resolving hardware and software issues on desktops, laptops, printers, and mobile devices.

Managed and prioritized service tickets through the helpdesk system, ensuring timely resolution and maintaining high customer satisfaction.

Configured and deployed new IT equipment, including Dell PC16250 models, and performed routine hardware maintenance, upgrades, and replacements to optimize performance.

Monitored and maintained robust network infrastructure, including switches, Wi-Fi access points, and cabling, ensuring high uptime and connectivity.

Configured and managed firewalls (e.g., SonicWall, Sophos XGS series) and VPN access, strengthening network security and remote connectivity.

Oversaw daily, weekly, and monthly backup operations (e.g., Veeam), achieving 100% success rate for data integrity and rapid recovery.

Developed and maintained comprehensive technical documentation for procedures, network layouts, and configurations, improving knowledge transfer and operational efficiency.

Provided expert second-line technical support to MTN VIP and VVIP employees and general customers, resolving complex issues via phone, email, live chat, and onsite visits.

Managed and de-escalated complex technical and non-technical client issues, achieving high customer satisfaction rates (evidenced by multiple commendations from former MTN CEO Rob Shuter and other clients).

Oversaw technical support ticket lifecycle, consistently meeting or exceeding SLA targets and ensuring timely resolution of issues.

Coordinated and resolved fibre network escalations with operators, significantly reducing installation and repair times (e.g., 48-hour resolution for complex fibre issues).

Developed comprehensive training manuals for first- and second-line support teams, enhancing team efficiency and knowledge transfer by 20%.

Provided advanced technical support and troubleshooting for diverse network technologies, including FLTE, LTE, 5G, Airfiber, FTTH, and FTTB across all FNOs in South Africa.

Delivered comprehensive technical and customer support via multiple channels (phone, email, live chat, onsite visits), enhancing user experience and issue resolution.

Successfully managed and de-escalated complex client issues, consistently achieving high satisfaction rates (e.g., commended for resolving long-standing link inconsistencies over a year).

Directed the resolution of all technical support tickets, consistently meeting SLAs and ensuring efficient issue resolution.

Streamlined fibre network escalations with operators, reducing installation and repair times and improving service continuity.

Provided multi-channel technical support for hosting, email, ADSL, and fibre services, resolving diverse customer issues.

Managed end-to-end setup, support, and troubleshooting for ADSL/VDSL/Fibre to the Home connections.

Configured and maintained VPN and Static IP L2TP tunneling, ensuring secure and reliable network access for clients.

Delivered comprehensive hosting support for email and websites, including shared and dedicated solutions.

Managed and resolved technical support calls for South African Breweries users via ITSM/BMC Remedy Service Management, ensuring efficient issue resolution.

Administered Active Directory, including creating user accounts and managing permissions, to support organizational security and access control.

Managed Microsoft Exchange Server, provisioning user and mailbox accounts to support enterprise communication.

Provided remote support, installing and updating software applications, and supporting Android devices for email and business applications.

Oversaw installation, maintenance, support, and troubleshooting of all hardware, software, and peripherals, ensuring optimal system performance.

Managed user accounts and permissions, implementing new software patches to enhance system security and functionality.

Provided first-line support for ADP DMS Autoline Kerridge and K-print server administration, resolving critical business system issues.

Monitored and maintained network performance and reliability, ensuring consistent uptime and connectivity.

Successfully implemented and managed wireless networks, including FTTH and FTTB installations, as a Ruijie Reyee authorized partner, expanding service offerings and client base.

Drove sales, installation, maintenance, and troubleshooting for ICT hardware, software, and peripherals, ensuring end-to-end client satisfaction and repeat business.

Managed the full lifecycle of Point-of-Sale (POS) systems (Easy POS, GAAP, PILOT), from installation to ongoing maintenance and support for multiple business clients.

Managed comprehensive financial operations, including debtor and creditor accounts, ensuring fiscal stability and compliance.

Provided advanced technical support for a wide range of mobile devices (Blackberry, Windows Mobile, iPhone, Android) across all major UK networks (Vodafone, O2, Orange, T-Mobile, Three, Virgin Mobile), resolving complex issues.

Advised customers on optimal data tariffs, leading to cost savings and improved service utilization.

Configured and supported Blackberry BIS and BES setups, ensuring seamless mobile connectivity for business users.

Troubleshot mobile broadband setups, resolving connectivity issues and enhancing user experience.

Supervised workshop staff, optimizing workflows and task allocation for efficient operations.

Managed data entry, quotations, and invoicing processes, improving financial accuracy and client communication.

Cultivated strong customer relationships, consistently achieving high satisfaction rates through proactive support and problem resolution.

Drove sales of computer hardware, software, and internet services, contributing to revenue growth.

Executed comprehensive installation and maintenance of computer hardware and software systems.

Provided critical internet support, resolving connectivity issues for diverse client needs.

Performed network installations and ongoing maintenance, ensuring reliable network infrastructure.

Managed stock ordering and control, optimizing inventory levels and ensuring timely availability of components.