Bonelwa Gola

• Respond to client inquiries and provide technical support for WAN and network-related issues.
  Monitor the performance and availability of WAN links, network devices, and infrastructure using tools
  such as IRIS, SANREN Monitoring, and Linkmon.
  •
  • Troubleshoot network faults, outages, and connectivity issues (Layer 1–3) to minimize downtime.
  ABOUT ME
  SKILLS
  

• Familiarity with Desktop imaging tools and deployment processes.
• Strong knowledge of Office 365, Windows OS, and common enterprise applications.
• Experience with managing Avaya and Cisco phone systems.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent communication and customer service skills.
• Support call centre infrastructure including device setups, configuration, and maintenance.
• Configure Office 365 accounts,

Outlook email clients, and troubleshoot operating system issues.
• Install and troubleshoot applications, printers, scanners, and Wi-Fi connectivity.
• Log, manage, and close service tickets using the organization’s ticketing system.
• Assist remote users with connectivity, access, and system performance issues

• Ability to create and manage user accounts in Azure AD

• Facilitate development of project plans and manage them from inception to completion
• Monitor all moving parts of the project keeping them synchronized and moving forward
  Prepare, organize, and distribute all necessary project materials
  Organize and implement formulated policies and procedures
• Attend all project meetings and take notes
  Communicate pertinent information between management and staff
  Strategically create project plans, creating a timeline and setting benchmarks
• Advise staff and vendors on adherence to set budgets and project schedule
  Supervise and delegate tasks to support staff (vendors)
  Set goals, provide motivation, and thoroughly support your project team members
• Collaborate on project presentations
  Analyze project data and produce progress reports Foster positive and productive client relationships

• Logging calls in service now aligns with the ITIL process; incoming calls aretelephonically, calls logged from service now.
• Logging and closing the ticket on ServiceNow.

o Troubleshooting shadowing using configuration manager console

o Skype for business creating new user’s profiles on ARS as well as profiles migration to the latest OU support MS Office 2010 and 2016 and mobile device setup for exchange and managing them.

o Exchange mailbox move to correct OU and report on daily calls for service desk: stand in for calls escalation from team (call pending’s, call follow ups, keep calls to date, ensuring correct procedures is followed on all calls by service desk

o Application used windows 7,8.1 and 10. Active directory (Managing user profiles)

o Extending and Terminating user accounts and service desk mailbox administrator software deployment and view software that has deployed per region (Replication) remote control and check primary devices and primary users

o Skills in call center environment (call center setup, office 365 setup. outlook configuration, operating system troubleshooting, application installation, WIFI configuration, printer, and scanner troubleshooting)

o Imaging new PC’s for department labs

o Day to day troubleshooting pc’s and laptops for users (lectures and other staff members)

o Install software’s and applications

o WIFI configuration for students on phones and laptop

o Access points configuration and installation

o Basic configuration for Cisco switches

o Tracing of network cables to the server

o IP phony configurations