BILLY MBALA
IT HELP DESK ENGINEER, NETWORK SECURITY ENGINEER, DATA ENGINEER
CAPE TOWN
Summary
Highly skilled and customer-oriented IT professional with over 3 years of experience in providing technical support and troubleshooting for end-users. Proficient in diagnosing and resolving hardware, software, and network issues to ensure minimal downtime and maximum user productivity. Experienced in managing help desk tickets and possessing strong communication and interpersonal skills. Seeking a position as an IT Help Desk Technician to utilize strong problem-solving abilities and technical expertise in delivering efficient and reliable IT support. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented individual with exceptional communication and project management skills, proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives. Innovative technology professional with several years of diverse experience, skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Pursuing a full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
5
5
Languages
Work History
Network Security Engineer
Vlocity Communications
01.2023 - 01.2024
- Optimized network performance through effective monitoring and troubleshooting of security devices
- Worked with teams to develop company-wide information assurance, security standards and procedures
- Reduced cyber threats by conducting vulnerability assessments and recommending appropriate mitigation strategies
- Implemented necessary controls and procedures to protect information system assets from intentional or inadvertent modification, disclosure or destruction
- Enhanced network security by implementing advanced firewall configurations and intrusion detection systems
- Collaborated with IT teams to develop comprehensive incident response plans for potential security breaches
- Secured wireless networks by deploying advanced encryption protocols and monitoring tools
- Streamlined patch management processes, ensuring timely updates to critical systems and applications
- Enhanced network security protocols by implementing advanced firewall configurations, significantly reducing vulnerability to external attacks
- Reduced system downtime, proactively identifying and rectifying network vulnerabilities
- Installed and configured email encryption gateways with data loss prevention
- Performed network troubleshooting to isolate and diagnose common problems
IT Help Desk
Vlocity Communications
01.2022 - 01.2023
- Provide technical support and assistance to end-users via phone, email, or in person
- Troubleshoot hardware, software, and network issues, resolving problems in a timely and efficient manner
- Manage and prioritize help desk tickets, ensuring timely resolution and follow-up
- Install, configure, and maintain hardware and software components, including operating systems and applications
- Installed and set up applications for clients, including anti-virus software and Microsoft Office
- Provided clear and concise step-by-step technical support to guide clients
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely
- Helped customers set up new systems, applications and software
- Used support tickets to track and speed up incidents
- Resolved service user requests within target timeframes
- Collaborate with other IT teams to resolve complex technical issues and escalate problems as necessary
- Create and update documentation for IT processes, procedures, and troubleshooting guides
- Train and assist end-users in utilizing IT systems and applications effectively
- Maintain inventory of IT assets and coordinate equipment procurement and replacement
- Configured hardware, devices, and software to set up work stations for employees
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Streamlined help desk operations by implementing an effective ticket management system
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues
- Performed tests of functionality, security, and performance of different workstations and devices
- Developed technical documentation for internal use, simplifying processes for team members and end-users alike
- Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades
- Improved productivity within the company by providing comprehensive training on new software applications
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages
- Used ticketing systems to manage and process support actions and requests
- Managed high levels of call flow and responded to technical support needs
- Monitored system performance to identify potential issues
- Installed, configured and maintained computer systems and network connections
- Installed and configured operating systems and applications
- Diagnosed and troubleshot hardware, software and network issues
Data Collection
Quay1 International Realty
01.2021 - 01.2022
- Collect data from external and internal sources
- Analyse data and present your findings to management
- Compile data into digestible planograms
- Ensure all data is organized and accurate
- Identified errors in data entry and related issues, reporting to supervisors for resolution
- Coordinated, scheduled, and executed in-depth data entry projects
- Organized and updated document management systems to improve audit and reference processes
- Compared source documents to verify the accuracy of data
- Performed regular backup operations to save data and avoid loss
- Implemented quality control measures to identify discrepancies in datasets, resulting in cleaner, more reliable information
- Streamlined data collection processes for increased efficiency and reduced errors
- Updated information in internal planning tools and platforms to log activities
- Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes
- Enhanced data accuracy by diligently reviewing and validating collected information
- Reported project status, adhered to key timelines and milestones, identified data gaps and facilitated collaboration between operational and technical teams
- Utilized proprietary tools to engage with clients, track communications and deliver results
- Leveraged talents in data analysis to uncover key insights and visualize data
- Researched industry trends and developments, ensuring accurate data representation in reports
- Consistently met or exceeded performance metrics established by management for timeliness and accuracy in data collection activities
- Ensured compliance with legal guidelines and regulations during the entire data collection process
- Optimized existing workflows by identifying inefficiencies in the current process and implementing improvements where necessary
- Organized large amounts of complex raw data into user-friendly formats for easier interpretation by stakeholders
- Improved team communication by coordinating regular meetings to discuss project progress, challenges, and solutions
- Developed strong relationships with clients through consistent communication and proactive problem-solving efforts
- Trained new hires on company-specific data collection tools and methodologies, boosting overall productivity
- Managed multiple projects simultaneously, effectively prioritizing tasks based on deadlines and project goals
- Conducted surveys and documented all responses
- Maintained detailed records of all completed projects including methodology used, results obtained, limitations faced during implementation
- Presented findings to senior leadership through comprehensive reports highlighting key insights derived from collected data
- Simplified complex technical concepts when communicating with non-technical colleagues or clients about gathered information
- Continuously updated professional knowledge by attending industry conferences, participating in training programs, and reading relevant publications
- Managed and organized documents for data entry tasks
- Checked for accuracy by verifying data and records
- Developed customized data collection methods tailored to specific client needs and requirements
- Followed data entry protocols, rules and regulations
- Streamlined data collection and analysis, enabling more accurate forecasting of market trends.
- Streamlined data collection procedures, ensuring high-quality information for analysis purposes.
Education
HIGH SCHOOL DIPLOMA - General Mechanic
ITI SNCC Likasi
01.2017 - 01.2018
High SCHOOL DIPLOMA - undefined
Focus college
01.2019 - 01.2020
ASSOCIATE IN NETWORKING - CCNA
Cape peninsula University of technology, CPUT
01.2019 - 01.2021
Data engineering - undefined
Coursera
01.2023 - 01.2024
Skills
Operating Systems: Windows
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved a resolution of over 500 clients outage with accuracy and efficiency.
- Resolved product issue through consumer testing.
Timeline
Network Security Engineer
Vlocity Communications
01.2023 - 01.2024
Data engineering - undefined
Coursera
01.2023 - 01.2024
IT Help Desk
Vlocity Communications
01.2022 - 01.2023
Data Collection
Quay1 International Realty
01.2021 - 01.2022
High SCHOOL DIPLOMA - undefined
Focus college
01.2019 - 01.2020
ASSOCIATE IN NETWORKING - CCNA
Cape peninsula University of technology, CPUT
01.2019 - 01.2021
HIGH SCHOOL DIPLOMA - General Mechanic
ITI SNCC Likasi
01.2017 - 01.2018
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