COLLEN SIBIYA

Agricultural Research Council

11.2024 - 10.2025

Provided first-line IT support to employees, resolving hardware, software, and network issues.
Managed user accounts, permissions, and system access, ensuring compliance with policies.
Administered ERP system (Sage X3) for data management, reporting, and workflow optimization.
Assisted remote staff with VPN, remote desktop, and connectivity support.
Implemented system monitoring and patch management to strengthen security and uptime.
Logged, tracked, and resolved support tickets, reducing downtime and improving team efficiency.
Maintained organization in managing multiple tasks concurrently while prioritizing urgent requests effectively.
Provided exceptional service with prompt responses to phone calls, emails, and chat messages from clients seeking assistance.
Demonstrated commitment to continuous learning and development by participating in industry events, webinars, and online courses to stay updated on the latest trends and best practices in customer support.
Enhanced user experience by providing clear, concise communication and empathetic assistance.
Collaborated with team members to provide comprehensive solutions to client inquiries.
Improved customer satisfaction by efficiently addressing and resolving support issues.
Set up hardware and software in optimal configurations to meet network performance requirements.