Kulani Matiane

 Curriculum Vitae Consultant contact details -072 - Candidate Full Name Kulani Matiane Candidate Preferred Name Kulani Citizenship/Date of Birth/EE Status South African 28th November 1987 African Female Resides Centurion (happy to relocate) Previous Company/Previous Position PWC Application Support Analyst Previous Remuneration R339 996p.a. Expected Remuneration Market Related Notice Period Immediately Available NOTES Detail-oriented and customer-focused IT Support professional with experience in application support and call center environments. Proficient in resolving user queries, logging and escalating system issues, and facilitating effective communication between users and technical teams. Strong understanding of financial processes, system integrations, and ITIL principles, with excellent problem-solving and interpersonal skills. Recent Work History: PwC, IT Applications Support Analyst (February 2019 - March 2023): In my most recent role at PwC, I provided technical support for software applications, ensuring smooth and efficient operations. My responsibilities included troubleshooting application issues, monitoring system performance, and collaborating with other IT teams to optimize solutions. IT Services Desk Analyst (April 2017 - January 2019): As an IT Services Desk Analyst, she managed incident logging and resolution, supported 1st and 2nd line technical issues, and participated in service improvement initiatives. I was instrumental in maintaining strong client relationships and promoting outstanding client service. EOH, Desktop Support Engineer (January 2014 - March 2017): As a Desktop Support Engineer at EOH, I installed and configured hardware and software, resolved technical issues, and provided end-user support. Her role involved maintaining IT infrastructure and collaborating with IT teams to ensure a cohesive environment. Accomplishments: Professional Development & Achievements: Successfully reduced query resolution time by 70%. Implemented improved documentation and reporting processes. Recognized for excellent customer service and problem-solving skills. Technical Skills and Methodologies: ITIL Foundation Knowledge Customer Service & Call Centre Support Application Support Problem-Solving & Decision Making Time Management & Quality Management Strong Oral & Written Communication Proficiency in MS Office (Word, Excel, PowerPoint) Typing & Documentation Skills Ability to Work Independently & in a Team EDUCATION: Institution Period of Studies Degree/Certificate Name Alison, Online Course 2024 Diploma in AWS Solution Architect - Associate Okani College 2004 Matric QUALIFICATION: February 2014 - July 2015: Seta, Pretoria - IT Systems Support NQF L5 The IT Systems Support NQF Level 5 qualification is designed to provide learners with the skills and knowledge needed to support IT systems within an organization CERTIFICATION: CompTIA A+ CompTIA N+ ITIL Foundation Microsoft Power BI Cyber security: Understand Threats and Prevent Attacks Alteryx SQL CAREER OVERVIEW DATE COMPANY POSITION February 2019 - March 2023 PWC Application Support Analyst April 2017 - January 2019 IT Services Desk Analyst January 2014 - March 2017 EOH Desktop Support Engineer WORK EXPERIENCE PwC PwC South Africa | Homepage IT Applications Support AnalystFebruary 2019 - March 2023 1. End-User Support Assist employees with technical issues related to hardware, software, and network connectivity. Troubleshoot and resolve incidents reported via phone, email, or ticketing systems. Guide IT policies, procedures, and best practices. 2. System and Application Support Monitor and maintain banking systems and applications to ensure optimal performance. Identify, diagnose, and resolve system or application errors. Escalate complex technical issues to specialized IT teams when necessary. 3. IT Infrastructure Management Support the installation, configuration, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices. Collaborate with network and server teams to ensure stable infrastructure. Perform periodic checks and updates to software and hardware to maintain security and functionality. 4. Incident and Problem Management Record and track incidents in the IT Service Management (ITSM) system. Analyze recurring issues and suggest improvements to reduce downtime. Document resolutions and create knowledge base articles for future reference. 5. Collaboration and Communication Liaise with other IT teams, vendors, and service providers to resolve technical issues. Communicate system updates, outages, and resolutions to relevant stakeholders. Provide training or assistance to users on new technologies or upgrades. 6. Compliance and Security Ensure all activities adhere to Nedbank’s IT governance and compliance frameworks. Implement and enforce security measures, such as software patches and user access controls. 7. Reporting and Documentation Generate reports on incidents, resolutions, and system performance. Maintain detailed documentation of IT processes, configurations, and support activities. 8. Continuous Improvement Stay updated on emerging technologies and recommend innovations to improve IT support. Participate in projects to enhance IT systems and services. Reason for leaving: Resignation, personal reasons IT Services Desk AnalystApril 2017 - January 2019 Act as a first-line contact for application support, ensuring prompt resolution of queries. Answer and conclude telephone calls within the required queue time, maintaining an abandon rate of less than 5%. Log requests via telephone and email promptly with adequate information for resolution. Provide first-tier resolution for at least 10% of support issues. Escalate unresolved requests to second-tier support for further investigation. Assist users in effectively utilizing and addressing system-related concerns. Facilitate system-related communication, including status calls and user satisfaction surveys. Monitor and highlight risk areas related to financial systems and processes. Collect user feedback and challenges for reporting and continuous improvement. Perform administrative duties including attendance registers, turnaround reports, and service performance reports. EOHJanuary 2014 - March 2017 Our purpose is to SOLVE - Innovative technology solutions - EOH Desktop Support Engineer Installing and configuring hardware and software: Setting up new systems and ensuring they are properly configured to meet user needs Troubleshooting technical issues: Diagnosing and resolving hardware, software, and network problems to minimize downtime Providing user support: Assisting end-users with technical issues and providing training on new systems and software Maintaining IT infrastructure: Ensuring that all systems are up-to-date and functioning correctly, including performing regular maintenance and updates Documenting issues and solutions: Keeping detailed records of technical issues and the steps taken to resolve them Collaborating with other IT teams: Working with other IT professionals to ensure a cohesive and efficient IT environment Reason for leaving: Better career opportunity SKILLS: Microsoft 365 Power BI, Azure, Alteryx Service Now, ITMS, Lotus Notes, SaveIT, AURA, People-soft, Oracle, Salesforce, Lotus Notes Google Suite, Service-now, Workday AODOCS, A&C, Map