Carol Mdoda
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
IT Administrator
Shoprite Holdings Ltd
04.2021 - Current
- Managing and monitoring three SIM platforms that are currently available ensuring that all costs, usage, and user allocations are maintained. Assist users on a daily/weekly basis in loading more data when users' data is depleted.
- On the Internet Solutions platform(this is the platform that Sixty60 runs on), Regular monitoring and ensuring that the correct names are assigned to the correct cost center and ensure monthly billing is sent to the DFMs and Senior Management.
- Coordinated the process of migrating the user SIMS from the Telkom and IS platforms to the K'nect Platform. Regular engagement with DFMs and users and ensuring smooth operation after the users have been migrated.
- Ensure that the correct users are on the correct package, cancel dormant SIMS, downgrade under utilized SIMS. Tracking of monthly SIM cost and provide justification for sudden increase in cost.
- Creation of POs in the SAP Procurement System for Break-Fix Maintenance, Scale Vendors, UPS Vendors, Pin Pads Requests, and Printers.
- Updating of the SAP procurement catalogue, creating articles, linking articles and updating pricing.
- Verification of what is being captured by ensuring the requests are aligned to existing contracts in place.
- Ensuring all the necessary documentation/evidence is collected and included in the Procurement requests.
- User training on SAP Fiori.
- Willing to relocate to: East London, Eastern Cape - Port Elizabeth, Eastern Cape
COVID-19 Administration Assistant
Next Biosciences-Cape Town
12.2020 - 01.2021
- Data capturing and client registration for covid-19 testing drive through project.
- Verified and confirmed that the clients are covered by their medical aid.
- Advised clients about different options with regards to covid-19 tests.
- Captured and processed +- 150 clients a day, ensuring the quality of the data is not compromised.
- Daily and weekly reporting.
- Reason for leaving: End of contract
Service Delivery Administrator
DIMENSION DATA-Cape Town
09.2018 - 02.2020
- Functioned as a liaison interface with other departments and controlled the efficient and effective flow of communication between IT Ops and other functions of the business.
- Coordinated all Infrastructure changes and ensured the change management process is followed.
- Scheduled, Facilitated and Chaired Ad Hoc task team meetings to ensure that Major/Recurring incidents are restored as soon as possible and provide the RCA to the client.
- Facilitated the recovery of all critical, high, and urgent incidents with appropriate reporting and notifications to key Stakeholders.
- Consolidated and Issued regular communication to business with updates on the investigation and progress on the incident resolution on critical issues.
- Regularly engaged with 3rd parties to ensure proactive maintenance of systems is being carried out as per agreed SLA.
- Engaged with a variety of stakeholders and dealt with escalated queries and provided solutions to the client as and when required.
- Updated processes and procedures to uphold corporate governance and to ensure that all deliverables are auditable to the customers defined standards.
- Ensured smooth administration of purchase orders, quotations, and client proposals.
- Reason for leaving: Relocation
Incident Controller
Airports Company South Africa-Cape Town
06.2014 - 08.2018
- Co-ordinated and promoted incident management activities and took responsibility for the effective functioning of the Incident Management processes.
- Managed all incidents and resolved major outages and immediate incidents by coordinating responses to minimize business impact.
- Prepared post-incident reviews, participated in root cause analysis and corrective action development.
- Used ITIL best practices to initiate the escalation process and support the affected business units by managing, directing, coordinating, and communicating with cross-functional teams.
- Ensured that time sensitive communication was issued to the business community via standardized emails at regular intervals.
- Supervised onsite and offsite vendors ensuring repairs/maintenance of systems and SLA compliance as per the contract mandate.
- Met 90% of SLA by directing overall performance of the service desk, executing trend analysis, and generating regular reports.
- Monitored IT Assets, IT Facilities, and office supplies.
- Coached and mentored fourteen service desk agents, shift rotation, resource allocation, leave approval, overtime, and training needs.
- Reason for leaving: Career Growth
ICT Co-Ordinator(ACSA)
DATACENTRIX-Cape Town
06.2013 - 05.2014
- Functioned as Single Point of Contact for all end user devices from request to disposal stage.
- Logged, managed, and followed up on hardware related requests and repairs.
- Consulted with customers and cross functional teams to ensure the timely and successful delivery of solutions.
- Developed, updated, and administered the asset register, verifying that all the issue and return forms are auditable.
- Co-ordinated hardware rollouts and any hardware related projects.
- Reason for leaving: End of Contract
Service Desk Agent(ACSA)
DATACENTRIX-Cape Town
08.2012 - 05.2013
- Provided 1st level support for telecom, network incidents, desktop support, and in-house applications.
- Created phone accounts on CISCO call manager, managing line groups and configuring new telephone devices.
- Managed incidents and requests received via telephone, email, or service desk application (ITSM and ServiceNow).
- Installed, configured, troubleshoot, and provided remote user support to the business using SCCM and VNCVIEWER.
- Performed backup restore on Tivoli backup manager on the file server.
- Logged all service desk incidents and requests, ensuring all the information is captured and prioritized correctly.
- User Account Administration (Active Directory), password reset, creating user accounts and DE provisioning as per user security policy.
- Reason for leaving: Promoted
IT Helpdesk Administrator
BUSINESS CONNEXION-Cape Town
01.2008 - 09.2011
- Provided consistent high-quality customer service to both internal and external customers that meet or exceeds standards
- Answered calls and chats from team members, assisting them with problems, entering problems into Remedy call logging tool, and escalating all critical issues
- Handled password reset requests and responding to emails promptly
- Diagnosing, evaluating, and prioritizing requests for assistance from team users experiencing problems with hardware, application software, Windows operating systems, networking, and other computer related issues
- Escalating complex problems pertaining to software, hardware, and LAN/WAN networking to next level of support for problem resolution.
- Reason for leaving: Retrenchment
IT Service Desk Analyst
COMPUTER SCIENCE CORPORATION-Cape Town
04.2007 - 12.2007
- Provided 1st line support to users and logging of incidents and requests.
- Ensured the escalation and follow-up of incidents to prevent SLA breaches.
- Responsible for account administration.
- General admin duties for the service desk team.
- Reason for leaving: Career Growth
Junior Project Administrator
GIJIMA-Cape Town
06.2006 - 03.2007
- Provided 1st line support to users and logging of incidents and requests.
- Ensured the escalation and follow-up of incidents to prevent SLA breaches.
- Responsible for account administration.
- General admin duties for the service desk team.
- Reason for leaving: Learnership
Education
Matric Certificate -
HARRY GWALA HIGH SCHOOL
11.1998
Skills
- Customer Support (10 years)
- Team Collaboration (10 years)
- Administration (5 years)
- Incident Investigation (10 years)
- Helpdesk Support (10 years)
- Incident Control (6 years)
- Vendor Management (6 years)
- Reporting (6 years)
- Project Coordination (5 years)
- Change Coordination (6 years)
- IT Support (10 years)
- IT Asset Control (4 years)
- Problem Management (6 years)
Certification
- ITIL v4 2024
- THE FUNDAMENTALS OF DIGITAL MARKETING July 2020
- COBIT5 August 2016
- ITIL OSA December 2015
- PRINCE2 FOUNDATION September 2015
- ITIL FOUNDATION September 2013
- PROJECT June 2008
- A+ and N+ June 2005
Languages
Isixhosa - Fluent
English - Fluent
Links
https://www.linkedin.com/in/carolmabhuro/
Timeline
IT Administrator
Shoprite Holdings Ltd
04.2021 - Current
COVID-19 Administration Assistant
Next Biosciences-Cape Town
12.2020 - 01.2021
Service Delivery Administrator
DIMENSION DATA-Cape Town
09.2018 - 02.2020
Incident Controller
Airports Company South Africa-Cape Town
06.2014 - 08.2018
ICT Co-Ordinator(ACSA)
DATACENTRIX-Cape Town
06.2013 - 05.2014
Service Desk Agent(ACSA)
DATACENTRIX-Cape Town
08.2012 - 05.2013
IT Helpdesk Administrator
BUSINESS CONNEXION-Cape Town
01.2008 - 09.2011
IT Service Desk Analyst
COMPUTER SCIENCE CORPORATION-Cape Town
04.2007 - 12.2007
Junior Project Administrator
GIJIMA-Cape Town
06.2006 - 03.2007
Matric Certificate -
HARRY GWALA HIGH SCHOOL
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