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
undefinedCertification
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
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