Cebokazi Nomngongo

• Ensured smooth data migrations by coordinating with relevant stakeholders and developing comprehensive project plans.
• Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
• Contributed to the continuous improvement of team processes, identifying areas for optimization and recommending innovative solutions.
• Closed first-time tickets quickly and met resolution volume requirements.
• Exceeded SLA standards for response times and problem resolution.
• Increased customer satisfaction by providing timely resolutions to client-reported issues and concerns.
• Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
• Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
• Collaborated with cross-functional teams to optimize network efficiency and establish best practices.
• Updated internal customers regarding open tickets and status of resolutions.

Monitoring and maintaining networks.

Troubleshooting system and networks problems,

Rapidly establish a good working relationship with customers and other professionals and talking to staff or clients through a series of actions, either face to-face or over the phone, to help set up systems or resolve issues.

Handling tickets incidents.

Perform first line and second line support call resolution.

Assigning problem tickets and escalating to the correct level.

Network monitoring, troubleshooting and maintenance.

Logging calls (Faults) to relevant vendors.

Ensure timely follow up and response to customers via e-mails or phone calls.

Provide Tier1 network support, monitoring, and troubleshooting of company's global network.
Serve as liaison between various support groups during system outages, and working with third party vendors or service providers to re-mediate outage issues.
Use of monitoring tools to diagnose and troubleshoot network failures.
Supporting clients ranging from private companies to government and contracted clients worldwide.
Ensure information security/information assurance policies, principles and practices are applied in the delivery of customer support services.

Managing and updating assigned service calls using a Service Desk Software solution, ensuring accurate and up-to-date documentation of all incidents and requests.

Overseeing the development of local and remote computer networks, including standard configuration, administration, and troubleshooting of the network, ensuring reliable and secure network performance.
Following agreed procedures to identify, register and categorize incidents, ensuring accurate and consistent documentation and reporting.
Attempting First Call Resolution on all contacts deemed First Line Resolvable.