Tshwarelo

 CURRICULUM VITAE Of Tshwarelo Sinethemba Moletsane Contact Number: 073 -/-/ Email address:- PERSONAL DETAILS Identity Number- Gender Female Marital Status Single Home Language South Sesotho Other Language Proficiency English, IsiZulu, Afrikaans and Xhosa Nationality South African Criminal RecordNone Extra Mural Activities / HobbiesReading, Typing, Writing, as well as Exploring License Code: 10 EDUCATION BAKGROUND High School Background High School NameWilliams Hills Secondary Qualification Grade 12 Subjects DoneEnglish, Afrikaans, Economics, Business Economics, Mathematics, Accounting Other Qualification Name of InstitutionPink Elephant IT Management Institute QualificationService Desk Analyst Year 2016 Name of InstitutionForster Melliar QualificationCompTIA A+ 220-901 and 220-902 CompTIA N+ N10-008 Year 2016 Name of InstitutionAbsolute Health Services QualificationFirst Aid Level 1 Year- Name of Institution Gordon Institute of Business Science QualificationWomen as Leaders program Year 2018 Name of InstitutionTelkom Centre for Learning QualificationCall Centre ModulesCustomer Relationship Management System (CRM) Order Management System (OMS) Customer Business System (CBS) Customer Care Product Knowledge Selling Skills Year 2012 Name of InstitutionBoston City Campus & Business College QualificationBookkeeper Certificate ModulesMs Word, Ms Excel, Ms Pastel (Computerized Accounting) Introduction to Business accounting Practical bookkeeping 1 & 2 Intermediate Accounting 1 & 2 Advanced Accounting General Office Practice Year2010 SKILLS Power Query Advanced Excel Confluence Teradata SAP Zscaler Postman Oracle SQL Soap UI SAP ERP CRM SAP R3/BW Service Now Postman Restful API Remedy JSON XML HTML Elastic Search (Kibana) JIRA Code Versioning (GIT) GITHUB AWS Cloud Microsoft Azure Zipkin Jenkins DevOps WORK EXPERIENCE 1. Company NameSolumed PTY ltd Duration: 01 June 2022 – 31 December 2023. Reason for leaving: Found a better opportunity at Vodacom Position HeldApplication Support Tier 2 Duties/ responsibilities Providing support to clients/practices/doctors using Solumed Pro software. Logging and updating incidents. Leverage application documentation to guide users through application support process. Writing month end reports for our Management team utilizing advanced Excel as well as Power Point. Performing product support/analysis on escalated items to development. Importing data/tariff fees from different medical aids into Excel through external sources, such as text files, CSV files, excel workbooks. 1. Company NameRewardsco Duration: 28 July 2021 – 31 May 2022 Reason for leaving: Relocation to Gauteng from Durban Position HeldApplication Support Tier 2 Duties/ responsibilities Providing onsite support to end-users. Take ownership for developing advanced design thinking and problem-solving skills in preparation for greater complexity/ changing/evolving tech. Repairing as well as building Laptops, PC’s, Thin Clients. Leverage application documentation to guide users through application support process. Managing and updating data on Oracle SQL Database, and writing scripts. Compiling month end reports through advanced excel as well as power point to present to the Management team. Importing data/cell phones deals and packages from different medical aids into Excel through external sources, such as text files, CSV files, excel workbooks. Installing software's/applications on machines as well as maintaining Xerox printers/MFD. Managing data on Microsoft SQL Database, Postman. Follow governance & risk procedures for all application support for example, upgrades, maintenance etc. Develop sufficient knowledge of application infrastructure (server, network, security) to improve application support inputs. Disaster recovery and problem management. Incident management and life span, and keeping track of the incident until it has been resolved. WORK EXPERIENCE 1. Company NameAdvanced People and Projects (ABSA BANK) Duration: 28 July 2021 – 31 May 2021 Reason for leaving: Found a better opportunity at Rewardsco Position HeldEnd-User IT Support Consultant Duties/ responsibilities Apply problem solving skills to solve technical problems on existing application. Take ownership for developing advanced design thinking and problem-solving skills in preparation for greater complexity/ changing/evolving tech. Meeting all SLA requirements associated with application support being provided. Leverage application documentation to guide users through application support process. Disaster recovery and problem management. Incident management and life span and keeping track of the incident until it has been resolved. Follow governance & risk procedures for all application support for example, upgrades, maintenance etc. Develop sufficient knowledge of application infrastructure (server, network, security) to improve application support inputs. Duration: 03 August 2020 – 31 May 2021. 1. Company NameDeloitte and Touché LA Lucia Ridge Duration: 01 February 2019 – 01 August 2020 Reason for leaving: Found a better opportunity at Advanced Projects and People (ABSA Bank) Position HeldContact Centre Agent Duties/ responsibilitiesResponsible for managing the daily running of the Call Centre and recording statistics, user rates and the performance levels of the Centre. Handling customer questions, complaints and inquiries with the highest degree of courtesy and professionalism. Responsible for maintaining and improving the Call Centre operations by monitoring system performance; identifying and resolving problems; preparing and completing reports; completing system audits and analyses. Responsible for preparing Call Centre performance reports by collecting, analyzing, and summarizing data and trends. 1. Company NameStandard Bank Ltd Duration: 20 November 2013 – 30 November 2019 Reason for leaving: Relocation to Durban from Gauteng Position HeldEnd-User IT Support Tier 2 Duties/ responsibilities Provide remote IT, Telephone, as well as Facility support over the phone and the use of remote software tools. Providing technical support across the bank nationwide. Responsible for entering customer incidents or requests into a database to establish a record of calls and to create a ticket reference number. Utilize Remedy for IT and telephone related incidents and requests as well as Active Directory to verify user’s profiles. Installing and configuring computer hardware, software, systems, networks, printers and scanners. Creating users on the SAP ERP system and offering training. Managing customer accounts on SAP CRM/R3/BW. Escalating outages as well assigning incidents to tier 2 as well as tier 3 if unable to resolve first time. Guiding and training junior end users on new systems. Setting up accounts for new users. Disaster recovery and problem management. Incident management and life span and keeping track of the incident until it has been resolved. 2. Company NameTelkom SA Duration: January 2012 to October 2013 Reason for leaving: Found a better opportunity at Standard Bank Position HeldOutbound/InboundSales Consultant Selling the product that is on promotion, special or therunning campaign Receiving & processing new land line sales orders on CRM system. Creating BAN for the customers (BAN is the number that the customer sees on the invoice) Capturing orders accurately and within the requisite time. Solving customer’s queries efficiently and independently. Assisting the customer with the information regarding their bills, or whether requires support with a company equipment or service using a OMS system Handle account inquiries & customer complaints Advise on payment that needs to be made (current outstanding balance) Update any details the customer might need on their accounts Handle all enquires related to customers bill View a list of payment on an invoice & any payment activities on such payments Access appointment to the technician Setting the date for the customer with the technician for the installation or maintenance of service using the CBS system Curriculum Vitae of Tshwarelo Sinethemba Moletsane Contact Number: 073 -/-/ Email address:-