Amukelani Lindy Mashaba

• Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
• Contributed to a significant reduction in customer complaints by proactively identifying recurring issues and implementing targeted solutions.
• Extensive DNS troubleshooting, including Nameservers, A Records, Mail
  exchange records, SPF Records, and Domainkeys Identified mail, also checking
  DNS propagation status and resolving pending DNS Issues
• Assisting with installing
  WordPress One-Click install on the website, and
  troubleshooting plugins and themes on WordPress.
• Setting up of Virtual Private Server, Cloud Computing, Shared Servers, and
  Dedicated Servers via Linux Command
• Resolving firewall issues, Specifically False Positives and firewall exceptions.
• Troubleshooting MySQL Database Errors, Importing and Exporting Databases. Creating database tables and Database Migrations via phpMyAdmin or Linux command line.
• Ensure that the database connection, the hostname, and the database credentials are correct.
• Assist with email setup and troubleshooting email issues. Setting up, troubleshooting, and configuring Office 365, Google Workspace, and Webmail.
• Troubleshooting excessive CPU and RAM resource usage on Private Servers and transitioning
  from Vserver to Linux containers.
• Installation, Configuration, and Troubleshooting of Secure Socket Layer (SSL) certifications.
• Handling 25 to 30 chats per day to address customer inquiries and concerns via Zendesk.
• Creating, attending and closing customer tickets via Uebernet (internal company ticketing system).
• Generating Service Desk reports on a Weekly, Monthly & quarterly basis.

• Performing health checks on application servers every morning, ensuring that all installed Apliman services and applications are running.
• Checking Memory utilization, CPU utilization, Disk usage, and Channel performance, Call success rate and Gateway performance on all
  Apliman servers.
• Diagnosing and resolving issues related to software configuration issues, and step-by-step debugging, in addition to Operating system and network configuration errors.
• Performing network troubleshooting and analysis through Wireshark.
• Checking if there is a request and response of API's using Postman.
• Analyzing log data files to see what network issues might be.
• Routing of IVR calls on the Oracle SQL database for MTN South Africa IVR line.
• Running scripts on the Oracle SQL database to get call statistics and IVR reports requested.
• Documenting troubleshooting and problem resolution steps.
• Closing assigned tickets, logging new scheduled system change projects. Closing them out when the project is completed using BMC Remedy.
• Closing all logged tickets using Microsoft Dynamics 365.

• Collaborated with cross-functional teams on large-scale projects, providing expert guidance on technology integration and best practices.
• Checking the Bio-metric fingerprint reader device's functionality.
• Pulling the Bio-metric report to see learner attendance for the month from the internal BLAMS system used by the company for tracking the learner clocking and clock-out times.
• Integration of the BLAMS monthly report with Sage 300 Payroll software.
• Consolidating the BLAMS report with the manual attendance registers for the month for accuracy.
• Checking learner time-sheets submitted for the month via Sage ESS and approval of correct attendance submitted as per the attached manual register.
• Capturing confirmed time-sheets and submitting consolidated data for payment.
• Consolidating any outstanding payments for learners and stakeholders as per the timesheets received.
• Verification of payment for all entities as per submitted time-sheets.
• Consolidating proof of payments for entities as per payment report for month and sending it to stakeholders.

• Provided expert consultation to clients, recommending appropriate products and services based on their needs.
• Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide informed guidance during consultations with clients.
• Assisting clients with Pastel Partner and Xpress installations via phone and remote login using WebEx, TeamViewer and Anydesk.
• Troubleshooting all technical errors related to tsoftware and all additional modules.
• Configuring and mapping network drives to link workstations to main server machine over network.
• Assisting with Pastel Point of Sale and Pastel Partner setup for user access and granting permissions allowed to users.
• Configuring SQL settings for Point of Sale on SQL Server Management Studio Manager.
• Assisting with configuring and installing Debtors Manger.
• Installing Sage intelligence and exporting Sage Intelligence reports into Excel.
• Setting up and configuring all additional modules available on Pastel Partner package: Multi Currency, Bill of Materials, Multi Stores, Inventory, Receipting, Time and Billing, Serial Number tracking, Pastel Bank Manager, Pastel Project Tracker and Scheduled Invoicing.
• Managed over 30 to 40 customer calls per day.
• Logging and closing all incidents using NetAdmin.

Incident management:

• Acknowledging incidents and tasks – Accepting tickets assigned under my queue and taking the first step to resolve them.
• Updating incidents – Recording steps taken towards resolving the call.
• Resolving incidents - Closing calls assigned according to the City of Tshwane service level agreement (SLA).

Desktop Support:

• Troubleshooting and Configuration of network connection issues, such as flushing DNS, renewing IP addresses that are conflicting over the network.
• Creating user profiles across the City of Tshwane (Windows 7, Windows 8).
• Configuring emails on City of Tshwane iPhones, iPads, laptops, and desktops.
• Connecting of network and shared printers.
• Installation of software such as 3G, Microsoft Office products, SAP, Kaspersky, Adobe Reader and printer drivers, and Data Ease.
• Loading of Operating Systems (Windows XP and Windows 7) on laptops and desktops.
• Troubleshooting and diagnosing hardware-related issues on IT equipment and referring them to 3rd third-party vendor if they are out of our scope.
• Updating and Resolving Incidents on the BMC Remedy application software.