Xoliswa Mkwentla

XOLISWA CHARLOTTE MKWENTLA 10566 CARR STR,ORLANDO WEST 2 |- |-CODE 8 Drivers License | Own Vehicle SUMMARY A highly resourceful, flexible, innovative, and enthusiastic individual who possesses a considerable amount of knowledge regarding IT Skills. A quick learner who can absorb new ideas, well organised and an excellent team player with a proven ability to work proactively in a complex and busy environment. Skilled at building rapport with diverse individuals while handling complex technical issues. Possessing excellent client facing skills, natural problem solving and analytical skills and able to contribute to the development of best practice, procedures and policies within a company. Knowledgeable in web applications, software and framework. Currently looking for a permanent position with an ambitious company or organisations. WORK EXPERIENCE ICAS SA: International Junior Technician Dec 2018 – Dec 2019 (Contract) Work as part of a proactive team of support staff responsible for delivering a high quality, customer-focused professional service. Responding to queries in a timely and accurate manner and resolving queries to the user’s satisfaction. Duties: Creating users, Mailboxes, Distribution Lists on Azure Active Directory Investigate specialist and complex IT support issues Remediate Security vulnerabilities on Azure Cloud Ask users targeted questions to quickly understand the root of the problem Draft user manuals Track computer system issues through to resolution, within agreed time limits Research and identify solutions and hardware issues Testing and evaluating new technology Keep customers updated with problem status all times Assist users using Remote Desktop applications Assist in SQL Database imports Respond to tickets in timely manner Software and system fault diagnosis, analysis and fix Resolve technical issues in person and remotely Assist with SharePoint, Office 365 related issues Onboarding new laptops & users Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Logging AXA Security Bulletin Maintain jovial relationships with clients Omnia Holdings: IT Helpdesk Analyst Jan 2018 – Nov 2018 (Contract) Providing 1st/ 2nd Line and some 3rd Line support over the telephone, remotely and face to face to clients & internal staff members. Supporting over 800 users with issues relating to Servers, Desktops, Laptops and peripherals. Procuring with key IT hardware suppliers for computer hardware including laptops, desktops, servers, and workstations. Duties: Active Directory administration (setting up new users, permissions etc.) Take ownership of incidents and provide permanent fixes with the aim of restoring service to the customer as soon as possible, escalating incidents to other support teams where necessary Ensuring all Helpdesk calls are attended to and resolved correctly within the agreed SLA timeframe Maintain excellent verbal and written communication skills that are coherent, grammatically correct, effective and professional Serving as the first point of contact for users seeking technical assistance over the phone or email Providing training to end users & Onsite support XOLISWA CHARLOTTE MKWENTLA 10566 CARR STR,ORLANDO WEST 2 |- |-CODE 8 Drivers License | Own Vehicle Mapping network drives Involved in the rollout of software updates and patches Migrating of user’s data from one machine to another Replacing hardware components on desktop, laptop, and notebook Install, configure and support end-user Windows and Apple devices, hardware and software within acceptable response times Escalate unresolved issues to 2nd Level support Troubleshooting software including Microsoft Office Suites 2010 & 2016, Office 365, Active Directory, Windows 7, 8 & 10 Responsible for setting up new accounts and administering Microsoft Exchange email account Configuration and resetting the network access accounts whenever required Record events and problems and their resolution in logs Talk the users through the problem-solving process Determining the best solution based on the issue and details provided by customers Follow-up and update customer status and information Setup 3G connection and VPN connection Assist with user walk-ins Administering assets, procuring stock on Microsoft AX Assisting technical issues related to Microsoft AX Conducting walk out to users Assisting with HP Printer issues IKAT Medical Software: IT Support Consultant Oct 2016 – Nov 2017 Ensuring user notification of maintenance requirements and system availability. Maintaining confidentiality with regard to the information being processed and also providing on-the-job training to new department staff members. Duties: Provide daily IT Support to end users, including software installation Identifying user issues, diagnosing problems and delivering workable solutions via phone, email or desk Exceeding end user expectations through professional customer service and rapport building Performing basic network troubleshooting Accurately maintaining call logs for communication, audit purposes and process improvement Responsible for answering helpdesk queries via telephone or the shared email Keeping customers updated as to progress Escalating calls and issues where necessary to senior managers & team leaders Updating support documentation Providing customer feedback Updating clients on specific medical schemes changes Updating ICD10 Codes & tariff amounts of each medical scheme Educating the user/client relating to the software and providing long term solutions Remote administration and management of customers premises equipment T-Systems: CIC Support Engineer Intern (Service Desk Analyst) Mar 2016 – Sep 2016 Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools. Logging and processing support issues via telephone or email whilst ensuring a high level of customer service. Duties: Displayed exceptional people skills and maintain calm demeanour during every phone call Escalate 2nd line calls to respective department or onsite technicians Document all software and hardware faults with resolutions Providing 1st line technical support, answering support queries via phone & email XOLISWA CHARLOTTE MKWENTLA 10566 CARR STR,ORLANDO WEST 2 |- |-CODE 8 Drivers License | Own Vehicle To log & prioritise system & user support calls for second line support team Managing access and assigning appropriate permissions to ensure security of information Creating and administering Microsoft Exchange email accounts Creating and maintaining email profiles for users Track, monitor and report on all Helpdesk incidents within customer service levels Verify details of the user/ client & their IT resources Perform 3G installations and support Conducting customer survey with every call Keeping customers updated as to progress. KNOWLEDGE OF Helpdesk Support Desktop Support IT Technician Diagnosing hardware & software faults Managing Incidents Problem Identification & Solving Customer Service Computer Networks and TCP/IP Mobile Communication & Wireless Internet Services Active Directory & Azure AD Helpdesk Administration MS Operating system windows 8.1 & 10 Proficient in Office- & Office 365 PROFESSIONAL MCSA Windows 8 & 10. Server 2012 R2 MCSE, MCP CompTIA A+, Network+ & ICDL CompTIA Security+ ICDL System Support NQF Level 5 & Technical Support NQF Level 4 PERSONAL SKILLS Proactively working as member of a team Good communicator at all levels Excellent telephone Manner Active listening & questioning skills Willingness to learn new skills Technical Competency Multilingual & friendly personality Time management Can-Do attitude Able to communicate complex IT Issues to suppliers and non-technical staff Strong documentation skills and Information gathering Excellent Client facing Eager and Willing to add Knowledge and Skills ACADEMIC QUALIFICATIONS BA Public Administration & Governance University Of Johannesburg Matric (Grade 12) Rand Girls School - XOLISWA CHARLOTTE MKWENTLA 10566 CARR STR,ORLANDO WEST 2 |- |-CODE 8 Drivers License | Own Vehicle LANGUAGES Sotho,Zulu,Xhosa & English REFERENCES Nomhle Mokoakoa ICAS SA International: Team Leader for International Tell:-/- Charl Godfrey Omnia Holdings: Team Leader for IT Helpdesk Tell:- /- Freda Diswai IKAT Medical Software: HR Administrator Tell:-/- Nelly Moagi T- Systems: Team Leader of Eskom Department Tell:-/-