Betty Bepete

BETTY R BEPETE Johannesburg, Gauteng • --• www.linkedin.com/in/bepetebettyr IT Service Desk | IT Helpdesk | Service Delivery Administrator PROFESSIONAL SUMMARY IT Helpdesk Administrator with over a decade of experience in efficiently resolving hardware and software issues within healthcare and corporate environments. Demonstrated expertise in establishing and maintaining high-resolution rates, achieving 90% resolution success and a 92% User Satisfaction Score (USS). Proven track record of implementing innovative strategies, such as curated knowledge bases and proactive training sessions, resulting in significant improvements in user proficiency and overall experience. Adept at streamlining processes, reducing security incidents by 15%, and enhancing team efficiency by 10%. Consistently exceeds SLAs, delivering exceptional customer satisfaction and driving productivity gains. Core Competences and Skills • Incident Management • Remote Desktop • System Administration • Ticketing Systems • Remote Support tools • Process Optimization • Security and Preventive Measures • Documentation and Reporting • Training and Development PROFESSIONAL EXPERIENCE Nelson Mandela Children`s Hospital 08/2018 – Present IT Helpdesk Administrator • Minimized disruption to healthcare services by promptly identifying and resolving hardware and software issues for hospital staff. • Successfully achieved a high-resolution rate of 90% for reported issues, showcasing a commitment to addressing and resolving problems efficiently. • Maintained a remarkable first response time of less than 1 hour, consistently meeting and exceeding service standards. • Implemented strategies to enhance knowledge base accessibility, leading to a substantial 75% access rate increase; integrated search functionality, multimedia content, and mobile optimization to provide user convenience and elevate learning experiences. • Organized and facilitated monthly training sessions for 60 Nurses in groups of 10, resulting in a 20% decrease in recurring user errors and improved proficiency. • Maintained an 80% accuracy rate in resolving security incidents within 24 hours, ensuring a rapid and effective resolution process. • Implemented targeted proactive training programs and preventive measures, resulting in a notable 15% reduction in security incidents within the specified timeframe. • Achieved a documentation accuracy rate of 95%, significantly elevating the quality and reliability of support resources for improved operational effectiveness. • Established a streamlined reporting process to ensure the prompt generation of weekly reports, contributing to a 10% increase in team efficiency. • Surpassed the department's target by maintaining a high User Satisfaction Score (USS) of 92%, reflecting exceptional service and exceeding user expectations. • Implemented process enhancements based on user feedback, resulting in a 25% improvement in overall user experience. LanDynamix Sandton 07/2013 – 05/2017 IT Service Desk Analyst • Proactively organized and conducted frequent feedback sessions and comprehensive surveys to systematically collect valuable insights into the diverse user experiences with existing processes. • Surpassed SLAs, achieving an outstanding 98% customer satisfaction rate by consistently delivering efficient and courteous incident resolution. • Created and maintained knowledge base articles for internal and client use, ensuring up-to-date and valuable resources. • Enhanced knowledge base utilization by 20%, resulting in a 15% reduction in repeat incidents. • Conducted quarterly training sessions for 15 Service Agents, leading to a 30% improvement in client staff proficiency. • Consistently accomplished a 90% on-time completion rate for service requests, exceeding client expectations and ensuring timely resolution of their needs. • • • • • Initiated and directed a process optimization effort that successfully reduced the service request backlog by 25%, enhancing overall efficiency and responsiveness. Consistently upheld a 90% accuracy rate in documentation, contributing to the enhancement of the quality of support resources. Enhanced service desk efficiency by implementing process improvements, leading to a 20% increase in overall productivity. Proactively implemented measures, leading to a 15% reduction in system downtime and ensuring enhanced operational continuity. Enhanced client satisfaction by 10% through the production of comprehensive monthly reports, including Ticket Volume, Resolution, Category Analysis, Customer Satisfaction, and SLA Compliance, utilizing Microsoft Excel and extracting data from Ticketing systems. Nurturing Orphans of Aids for Humanity, Rosebank 12/2010 – 06/2013 Jnr SharePoint administrator • Streamlined processes by 95% through a SharePoint-based intranet portal, optimizing internal communication, document management, employee self-service, and collaborative tools. • Maintained 99.8% uptime and managed multiple SharePoint sites by actively monitoring the environment's health, scheduling routine maintenance, conducting security audits, and utilizing analytics tools to track user activity and detect anomalies. • Improved operational efficiency by implementing automated systems for inventory tracking, client onboarding, and project management, resulting in streamlined workflows, reduced manual efforts, and increased accuracy in data management. • Achieved a seamless migration of 70GB corporate data to the cloud, realizing a notable 30% reduction in onpremises storage and optimizing resource allocation. • Elevated overall efficiency by proactively monitoring server performance, swiftly detecting and preventing potential issues to ensure seamless operations. SUMMARY OF OTHER ROLES • Intern, Law Online, 10/2008 – 10/2009. EDUCATION • Bachelor of Commerce in Project Management, Mancosa Johannesburg, ongoing. • Diploma in Information Technology, Belgium Campus IT Varsity, 2010. PROFESSIONAL TRAINING AND DEVELOPMENT • White Belt Certification, MF Treinamentos (January 2023). • Fundamentals of Agile Project Management, PMI (December 2022). • AZ900-AZURE Fundamentals, Microsoft (April 2021). • ITIL V4 Foundation, PeopleCert (September 2020). REFERENCES • Available on Request