Tshwarelo Rashilo

Personal Details Name Tshwarelo Rashilo Email address - Contact Number - EE Status African Black Female Location Sandton, Gauteng Last Job Title IT Technical Support Analyst Availability Immediately Benefits Included Pension, Medical Aid, Life Cover, Parental Cover, Education cover for kids Benefits Negotiable as per above 1 Profile Tshwarelo has a National Diploma in IT which specializes in both technical support and software engineering, CompTIA A+, CompTIA N+, CompTIA S+, MCSA Windows Server 2012, and MCSE Cloud platform and infrastructure with over 4 years of experience in Systems Support, System Analysis, IT Security, IT helpdesk support, Desktop support and Networks Administration. She also has sufficient work experience within the banking sector as an IT Technical Support Analyst and is accurate with interpersonal, Communication, and problem-solving skills, as well as working well under pressure and being a team player which I gained from working within challenging and evolving IT environments. Tertiary Qualifications Institution Date Qualification 1 : Commerce and Computer College of South Africa : 2016 : National Diploma in IT (NQF Level 6) Qualification 2 : Digital Literacy Certificate (Basic Computer Skills) Qualification 3 : IP/Surveillance Certificate Institution : CompTIA Qualification : CompTIA A+, CompTIA N+, CompTIA S+ Date : Nov 2016 – July 2017 Institution : Microsoft Qualification 1 : MCSE ( Cloud Platform and Infrastructure) Date : MCSA (Windows Server 2012) April 2017 : Feb 2017 -July 2017 Currently busy with: • Microsoft Certified: Azure Solutions Architect Expert • ITIL – Torque IT • CC and CISM - ISACA High School Qualification 2 Highest Grade Passed School Attended Year : Grade 12 : Mahlontebe Secondary School : 2013 Skills Matrix Skill/Product/method/tool Years’ experience Proficiency level (1 – 5) 4 3 Technical Support 4 3 Cloud Support 3 2 Virtualization Support 4 3 MS Products 4 3 SAP Applications and Systems 4 2 Cloud Computing 4 2 Active Directory 4 3 Software Development and Release 4 3 Systems Support 4 4 Telephonic Skills 4 4 IT Security 4 2 Linux Systems 4 3 Unix 4 3 Jira Software 4 3 Confluence 4 3 VOIP 1 2 SQL 3 2 Python 3 2 Scripting GRC/IT Security 3 Data Analytics Project 3 2 Management 3 3 HTML/CSS/Java/C Languages 4 2 Server Support O365 SFTP 3 2 Systems Testing and Patching 4 3 4 4 4 3 Job Experience : Kerridge Commercial Systems Company : IT Technical Analyst Position Held : September 2020 – January 2024 Period Job Responsibility • To ensure all incoming incidents are responded to promptly and maintain a confident and professional approach to all communications using the Cherwell portal. • To efficiently identify the caller and accurately assess their needs or requirements and the nature of the incident, following specific procedures based upon that assessment. • To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritization to take place and alignment of customer expectations. • Remote Desktop Support on Windows and Mac devices using ConnectWise, RDP, Anydesk, etc • To take initial responsibility for the issue and attempt to provide a solution using all available knowledge resources such as Unix, Linux, Oracle and SQL databases, SAP ERP, and CRM. • Configuring IT systems, Networks, and databases when necessary using putty. • Ensuring customers are kept informed on the progress of any open issues or development of software patch status on Jira tools, Confluence, and other project management tools. • • • • • • • Where no immediate solution can be found, correct and prompt escalation based on current procedures is provided. Deploying software patches Software Licensing and Password auditing Software patches auditing and monitoring Assisting customers with problems and queries relating to the application software post the implementation and GO LIVE. Following and applying the standard commercial software support procedures and practices on both in-house systems and customer’s in-house systems and ensuringintegration. Undertaking projects as required by management or Support director 4 • Continually develop product expertise by reviewing new functionality, testing productissues, and utilizing internal resources. • Adding/giving access to users to the servers, database, and systems using Putty andWindows Active Directory. Assisting customers to minimize downtime of operations. Support VMWare and some AWS (limited) • • Reason for Leaving : Looking for growth opportunities Company Position Held Period : ABSA : IT Support Analyst : June 2018 to April 2019 (Fixed contract) Job Responsibility • Providing call resolutions on laptop/ desktop issues, remote support, and Microsoft applications • Adding solutions and problem classifications, analysing, Maintaining, and Monitoring users advising them on best practice guidelines for data preparation, and updating them on the ingestion statuses systems such as various Windows operating systems (Windows 7,8,10,) Microsoft Exchange, Office0365, Cisco VOIP, Cisco anyconnect and cisco jabber. • Maintaining customer service levels by making sure that the user’s hardware is delivered to phones, desktops, laptops, and other peripherals by following up or tracking it in the system. • • Providing prompt, courteous service to all external and internal customers with remote Support connections and queries, VPN and device encryptions such as rsa token, whole disk recovery tokens, biometrics security setup (fingerprint and facial recognition) on devices for security purposes, and firewall updates and configurations. Providing second-line support to all users with software installations, software updates, software configurations, and end-user support. Collaborating with other departments to resolve problems, facilitate solutions, and enhance customer service delivery. Training users and new joiners on systems such as sap ERP, CRM (Customer relation management), BW (business ware), SRM, and sap NetWeaver. Tracking newly realized in-house systems and applications trials such as contact centre software, NICE systems, AIM software, Debt manager, mainframe systems, VMware machines, Teradata systems, Citrix systems, SIEBEL, Avaya Administration systems. • • • • • Remotely Support international clients outside business hours • Escalating and follow-ups of technical issues regarding anti-virus updates, latest software updates and installations, remote desktop connections, data recoveries, and peripherals replacements using service first and service now systems. Create FAQs and customer help documentation when new systems and applications are released. • 5 • • • Implementing users to use self-service systems &applications. Performing other related duties as assigned by management. Adding and giving users access to systems such as Cisco systems, SAP systems, remote access (VPN), mainframe systems, banking systems, cloud storage, and various databases. • Keeping abreast with changes and updates to the company’s products and services Telephonic technical support case troubleshooting and resolution (accurately and fast). Assisting users on the entire ingestion process including advising them on best practice guidelines for data preparation and updating them on the ingestion status. • Company : Layla Corp Position held : IT trainee Period : 02 November 2016 to 05 July 2017 Training Labs which were done in a non-productive environment Install and Configure software on Microsoft Windows computers. Troubleshooting different computers and Network issues Configuring computer network. Technical support and assistance. 6