Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic
Kertu Shilongo

Kertu Shilongo

Windhoek

Summary

I am a dedicated IT professional with a bachelor's degree in computer science and over 4 years of specialized experience in helpdesk and desktop support. My expertise includes troubleshooting hardware and software issues, providing exceptional customer service, and ensuring seamless IT operations. I have a proven ability to manage and resolve technical problems efficiently, contributing to improved user satisfaction and productivity. I am passionate about leveraging my skills to support and enhance IT infrastructure, and I am committed to continuous learning and professional development. My goal is to bring my technical expertise and problem-solving abilities to my employer and helping to drive innovation and operational excellence.

Technical support professional with experience in deploying and configuring operating systems, including Windows 11, across various devices. Managed security protocols through BitLocker encryption and SCCM administration, ensuring compliance with IT policies during system updates and troubleshooting. Provided efficient technical support by resolving hardware, software, and network issues through a structured ticketing system while maintaining high customer service standards. Acted as a liaison between IT departments and end users, enhancing communication and fostering positive relationships.

Overview

5
5
years of professional experience
2023
2023
years of post-secondary education

Work History

Team Leader: Desktop and Helpdesk Support

Nedbank
06.2025 - Current
  • Installed and configured operating systems, including Windows 11 rollout across new machines.
  • Deployed and managed BitLocker encryption and SCCM (System Centre Configuration Manager) for security and system administration.
  • Provided technical support by troubleshooting hardware, software, and network issues efficiently through a ticketing/logging system.
  • Assisted with printer installation, maintenance, and troubleshooting, as well as Verifone device setup.
  • Performed regular system updates, patches, and driver installations to ensure devices remain secure and optimized.
  • Supported Microsoft Office 365 and collaboration tools (Teams, Outlook, SharePoint).
  • Configured network drives, VPNs, and Wi-Fi connections for users.
  • Ensured compliance with IT policies and security standards during deployments and troubleshooting.
  • Nedbank though Virtua Technologies

Helpdesk Agent

Nedbank
11.2023 - 05.2025
  • ServiceDesk, Provide technical support and assistance, whether on the phone, in person.
  • Manage ticketing/call logging system effectively, prioritizing urgent request while maintaining overall response time standards.
  • Manage high levels of calls flow and responded to technical support needs.
  • Assist users with password resets account management tasks while maintaining strict adherence to security protocols.
  • Served a liaison between the IT department and end user, fostering positive relationships through effective communication about technology related concerns.
  • Tracked service requests through a ticketing system such as Fresh service, Manage Engine and Desktop central.
  • Supported new hires through onboarding, guiding processes and answering inquiries.
  • Nedbank though Virtua Technologies

Printer and Warranty Technician

Virtua Technologies
05.2023 - 10.2023
  • Tracked service requests through a ticketing system such as Fresh service, Manage Engine and Desktop central.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Coordinated with hardware and software vendors to obtain warranty services, external technical support, and replacement products.
  • Responsible for deploying and installing Windows 7 and windows 10 based applications.
  • Resolved hardware issues including replacing parts as necessary.
  • Installed and configured hardware, software, systems, networks, printers, and scanners and resolved hardware issues including replacing parts as necessary.

Call Centre Agent

MultiChoice
01.2023 - 04.2023
  • Responsible for outbound calls to customers and building positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
  • Memorize scripts for products and services and refer to them during calls.
  • Determine chances to increase the sales and revenue of the company's current product line, and where appropriate, take advantage of opportunities to upsell.
  • Meet all service, productivity, and quality goals, as well as daily qualitative and quantitative targets that you set for yourself and your team.
  • MultiChoice through APS

Junior Technician

City of Windhoek
04.2021 - 12.2022
  • Maintaining setting up Inuvika OVD Enterprise virtualized apps and sharing desktops to any device throughout the organization such as Microsoft Office.
  • Responsible for deploying and installing Windows 7 and windows 10 based apps such as Microsoft Office and OS using SCCM.
  • Active Directory management, image deployment and updates, backup products.
  • ServiceDesk, Provide technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software.

Education

Bachelor of Science - Communication Networks

Namibia University of Science And Technology
Windhoek , Namibia
02.2017 - 10.2022

Hage Geingob High School
Windhoek , Namibia

Skills

  • Windows 11 deployment
  • BitLocker encryption
  • SCCM administration
  • Hardware troubleshooting
  • Ticketing system management
  • Remote support
  • ITIL framework
  • Customer service
  • Technical support

References

  • Jolandy Robyn, Manager: End User support, JolandyRo@nedbank.com.na, +264852952124
  • Uetu Uatjiua, Project Manager, Uatjiua@virtuatechnologies.com.na, +264812258458
  • Presley Van Neel, Former Sys admin, Presely,VanN@windhoekcc.org.na, +264812218027
  • Joseph Elago, Former Networks Engineer, Joseph.Elago@windhoekcc.org.na, +264818196211

Languages

English
Advanced
C1
Afrikaans
Intermediate
B1

Timeline

Team Leader: Desktop and Helpdesk Support

Nedbank
06.2025 - Current

Helpdesk Agent

Nedbank
11.2023 - 05.2025

Printer and Warranty Technician

Virtua Technologies
05.2023 - 10.2023

Call Centre Agent

MultiChoice
01.2023 - 04.2023

Junior Technician

City of Windhoek
04.2021 - 12.2022

Bachelor of Science - Communication Networks

Namibia University of Science And Technology
02.2017 - 10.2022

Hage Geingob High School
Kertu Shilongo