Dembe Netshiombo
Information Technology System Support engineer
Johannesburg,KZN
Summary
Experienced system support engineer with a successful background in the retail payment systems and telecommunications industry. Results-driven and customer-oriented, I possess a versatile skill set and bring an energetic approach to work. Consistently maintaining a positive attitude, I am committed to continuous learning and skill development.
Overview
9
9
years of professional experience
2014
2014
years of post-secondary education
4
4
Certifications
Work History
System Support Engineer
Figment Design Laboratories
01.2022 - Current
- Provide technical support to POS merchant( Petrol stations, retail stores) and log calls with technicians on issues requiring assistance such as faulty terminals (vx820’s, N910’s, Vx520’s, N850’s and vx680’s)
- Troubleshoot technical problems and work with POS vendors on issues needing assistance
- Assisting onsite technicians with downloading parameters for replaced terminals
- Supporting customer, and onsite technician with technical issues on Minipos, POS, inside payment terminals, Access points and outside point terminals
- Bank identification number Management and troubleshooting
- Transaction query management
- Manage software versions for various terminal devices (FNB speed points) and typical problems when incorrect software is made available to merchant
- Analyze and troubleshoot Point of sale related problems
- Manage CRM workflows, client online portal, user access and user rights
- Manage and change merchant ownership
- Escalating calls to third parties (BCX, FNB merchant services, xlink and Nexio)
- Supporting local accounts for petrol card holders
- Loyalty support for shell v+ and Sasol rewards programs
- Configuring Minipos seft server
- Document support processes
- Troubleshooting network connectivity between Minipos and third party point of sale providers
- Monitor live transactions from retailers to the bank
- Investigate and provide feedback to retailers on declined/failed transactions
- Configuring and troubleshooting Mikrotiks network access points
Technical Support Engineer
Home Connect
07.2018 - 12.2021
- Allocate and manage workload within the team
- Responding to client and ticket logged within stipulated SLA
- Log and escalate customer queries with 3rd parties
- Respond and communicate professionally to clients via all communication channels for all known maintenance and unplanned outages
- Handle social media and internal escalations
- Investigate, troubleshoot and resolve social media and internal escalations through tickets and phone
- Utilise excellent customer service skills and exceed customer expectations
- Always provide efficient and effective technical support to home connect clients
- Deal with first line desktop, laptop, WIFI and internet related issues
- Configuring Mikrotiks, Huawei, TpLink and Tenda routers
- Create and allocate VoIP lines for home connect clients
- Troubleshooting VoIP issues
- Assist clients remotely and on site with network connectivity issues
- Diagnose, troubleshoot and resolve network home fibre issues
- Ensuring allocated task are completed within stipulated time frames
Technical Support Engineer
Aegis Global
11.2017 - 06.2018
- Act as single point of contact for phone from customers regarding ADSL, fibre and exchange connection queries
- Reset customer’s internet and email password
- Setup and configuring emails
- Troubleshooting internet and email problems
- Configuring D-Link, Netgear, Tp-link, Zyxel, Hauwei routers
- Refresh ADSL and Fibre lines
- Logging, tracking, updating of faults
- Transferring customers to relevant departments
Service Desk Administrator
SASFIN Bank
10.2015 - 07.2016
- Day to day management of the Service Desk
- Creating user accounts reset passwords and create groups
- Act as a single point of contact for phone calls and emails from staff regarding IT related issues and queries
- Log all calls in the Service Desk Call Logging system (SCSM, Cireson and Heat)
- Receiving, logging and managing calls from internal staff
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software and hardware
- Escalate unresolved calls to the infrastructure support team
- Take ownership of user problems and follow up on the status of the problem and communicate progress in a timely manner
- Arrange for external technical support where problems cannot be resolved in house
- Incident Management – Assign incidents within the SLA timescales allowed
Education
National Diploma - IT Network Management
Rosebank College
Matric - undefined
Thengwe Secondary School
Skills
Azure
Aws
Networking (fibre and Voip)
Customer support Services
Linux Ubuntu
Minipos seft server
Batch management
IT service management
Payment gateways
CRM
DNS and DCHP server
Incident management
System troubleshooting
Remote support tools
Troubleshooting skills
Certification
Digitalisation in the 4th Industrial Revolution, https://www.mancosa.co.za/certificates/?key=C6F57B2EDF548369F75BCDA613D22619CDF6AA2D4220754DF5FEAF3C592749B3Ulg2MS9VdUJpVWZ4Zkc2OXFsSTl5cXJ0ZFVlUHkzaVdRbnZXdFhVUnFTcTRlRzk1
Personal Information
- Notice Period: 1 month
- Gender: female
- Nationality: South African
Completedtrainings
- AWS cloud practitioner Essential
- Customer service foundation
Timeline
System Support Engineer
Figment Design Laboratories
01.2022 - Current
Technical Support Engineer
Home Connect
07.2018 - 12.2021
Technical Support Engineer
Aegis Global
11.2017 - 06.2018
Service Desk Administrator
SASFIN Bank
10.2015 - 07.2016
Matric - undefined
Thengwe Secondary School
National Diploma - IT Network Management
Rosebank College