Testing and troubleshooting
Dzina Maiwashe
IT Support Analyst
Ekurhuleni
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
IT Service Desk Analyst
Bluu Car Rental
10.2022 - Current
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-users.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Increased overall departmental efficiency by automating repetitive tasks using scripting languages such as PowerShell or Python.
- Acted as an effective liaison between end-users and developers, translating technical issues into clear action items for bug resolution or feature enhancements.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Spearheaded software upgrades and hardware replacements for improved system functionality across departments.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
- Monitored system performance to identify potential issues.
Fleet Supervisor
Bidvest Car Rental
01.2020 - 10.2022
- Conducted thorough accident investigations, implementing corrective actions to promote a safer work environment.
- Maintained accurate records of all fleet-related activities, including maintenance, repairs, licenses, inspections, registrations, and warranties.
- Managed budgets and expenses to maintain cost control within the department.
- Enhanced vehicle maintenance processes for improved fleet performance and reduced downtime.
- Developed comprehensive training programs to enhance driver safety and skills.
- Collaborated with various departments to achieve organizational objectives and support company growth.
- Oversaw inventory management of parts and supplies necessary for maintaining optimal functioning of the entire vehicle fleet.
IT Technician
IT Company
04.2019 - 01.2020
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
Junior Customer Service Executive
Verimark Holdings
09.2018 - 03.2019
- Championed continuous improvement initiatives, actively seeking ways to enhance the effectiveness and efficiency of customer service processes.
- Coordinated with other departments as needed, ensuring seamless handoff of customer issues for swift resolution.
- Reduced customer complaints by developing new processes to address common issues quickly and effectively.
- Identified opportunities for upselling products and services, contributing to increased sales figures.
Education
Business Management Essentials Certificate - IT
Management And Strategy Institute
US Based 04.2001 -
AI Prompting Essentials Certificate - IT
Management And Strategy Institute
US Based 04.2001 -
Project Management Essentials - IT Project Management
Management And Stratergy Institute
US Based 04.2001 -
Bachelor Information Technology in Business System - Information Technology
IIE Rosebank College
Pretoria, South Africa 04.2001 -
Skills
System monitoring
Accomplishments
- Completed intensive training in database fundamentals and software engineering.
- Endorsements in software development and mobile applications.
- Increased number of resolved job tickets by 97.2% over previous year.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Software
Training users
Manual Guides Creation
Interests
Business analysis
Project Management
Timeline
IT Service Desk Analyst
Bluu Car Rental
10.2022 - Current
Fleet Supervisor
Bidvest Car Rental
01.2020 - 10.2022
IT Technician
IT Company
04.2019 - 01.2020
Junior Customer Service Executive
Verimark Holdings
09.2018 - 03.2019
Business Management Essentials Certificate - IT
Management And Strategy Institute
04.2001 -
AI Prompting Essentials Certificate - IT
Management And Strategy Institute
04.2001 -
Project Management Essentials - IT Project Management
Management And Stratergy Institute
04.2001 -
Bachelor Information Technology in Business System - Information Technology
IIE Rosebank College
04.2001 -
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