Ayabulela Mngconkola
GoodWood
Summary
Resourceful specialist with expertise in problem-solving, data analysis, and customer service. Proficient in adapting to new technologies and processes to drive success. Demonstrated ability to efficiently manage multiple projects and develop innovative solutions.
Overview
8
8
years of professional experience
Work History
IT Helpdesk Specialist
2U/edX
04.2019 - Current
- Used tools like Zapier to automate the critical workflows in JIRA such as the automation of audit ticket creation based on certain criteria's
- Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry
- Used salesforce to track active users and services in order to ensure data matches the users on the service. ( None active users would be removed and licenses would be freed up in order to save costs)
- Maintained database systems such as Tableau to track and analyze operational data.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making by using Datadog
- Collaborated with cross-functional teams to achieve project goals on time and within budget
- Championed the adoption of new software tools that streamlined workflows across multiple departments such as JIRA cloud
- Conducted regular reviews of operations and identified areas for improvement
- Listened and responded to customer requests and forwarded necessary information to superiors
- Maintained accurate records of all support requests, enabling data-driven improvements to help desk operations. I created JIRA dashboards to track all tickets coming and and monitor resolution times to ensure the team meats SLA's
- Coached and trained end-users on functions, features and basic troubleshooting of software such as JIRA and Confluence
- Installed and configured operating systems and applications
- Tested new software and hardware prior to deployment
- Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location
IT Operations Manager
Lipco Law For All
02.2018 - 11.2018
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems
- Developed project management roadmap to define project objectives, timelines and milestones
- Ensured smooth adoption of new technology systems through comprehensive employee training programs tailored to individual learning styles
IT Administrator
Cti Financiers
01.2017 - 01.2018
- Implemented, developed and tested installation and update of file servers, print servers and application servers
- Analyzed complex project server issues and worked on large enterprise and business-critical applications
- Evaluated emerging technologies and provided strategic recommendations to senior leadership for potential adoption in support of business objectives
- Established strict access controls based on role-based policies, enhancing organizational compliance standards
Education
Certificate - Google Cloud :Cloud Computing Foundations
EdX
08.2023
Certificate - Google Cloud :Infrastructure in Google Cloud
edX
08.2023
Certificate - Google Cloud: Networking And Security in G-Cloud
edX
08.2023
Certificate - Cybersecurity:Managing Risk in The Information Age
HarvardX/Getsmarter
08.2020
Certificate - IT Management
UCT/ Getsmarter
08.2018
Adv Diploma - Information Technology Network Integration Specialist
Prestige Academy / Stadio
02.2015
Skills
- Network Troubleshooting and Configuration
- Cloud Computing Services (eg, Azure, Google Cloud)
- Cybersecurity Best Practices and Protocols
- Operating Systems Administration (Windows, Linux, macOS)
- Virtualization Technologies (eg, VMware)
- Hardware Diagnostics and Repair
- Automation (eg, Zapier)
- Database Management
- Help Desk Ticketing Systems (eg, Salesforce,JIRA)
- Mobile Device Management
- AV meeting room management
- Telecomms management (eg, Talkdesk,five9 )
Timeline
IT Helpdesk Specialist
2U/edX
04.2019 - Current
IT Operations Manager
Lipco Law For All
02.2018 - 11.2018
IT Administrator
Cti Financiers
01.2017 - 01.2018
Certificate - Google Cloud :Infrastructure in Google Cloud
edX
Certificate - Google Cloud: Networking And Security in G-Cloud
edX
Certificate - Cybersecurity:Managing Risk in The Information Age
HarvardX/Getsmarter
Certificate - IT Management
UCT/ Getsmarter
Adv Diploma - Information Technology Network Integration Specialist
Prestige Academy / Stadio
Certificate - Google Cloud :Cloud Computing Foundations
EdX
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