Ester Hlungwani

Core Overview

• Configure and manage performance thresholds on assigned infrastructure components
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Engaged in user support interactions via telephone, chat and email platforms.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Answered customer telephone calls promptly and appropriately handled needs.
• Asses true states of systems instantly and receive alerts at certain thresholds so that they can be actioned
• Monitor health of assigned IT Services and Systems
• Logging, tracking, escalating, communicating, and closing critical alerts and incidents
• Provide data on components or service trends that can be used to optimize performance of IT services
• Perform trends analysis on events received

Incidents Management

• Logging, tracking, escalating, communicating, and closing of incidents and Service requests
• Incident's detection and recording, initial user support, investigation and diagnosis, resolution and recovery of service, incident closure, incident ownership, monitoring and communication
• Prioritization of calls or speedy response on urgent matters
• Aid by trouble shooting users problems
• Utilize ICT knowledge base to help Users step by step
• Monitor incidents/request according to priority
• Knowledge Base/ Library
• Ensure that information captured from 2nd line is relevant to call/ problems logged
• Manage integrity of information captured
• Constantly update of knowledge database
• Maintain Knowledge Library of incidents resolved

Service Desk Agents

• Generate regular reports on alerts and incidents reported and documented solutions developed
• Collaborate with internal and customer stakeholders to maintain service level agreements (SLAs) and key performance indicators (KPIs)
• Implement and maintain best practices in all IT service management (ITSM) processes.
• Reporting on your calls logged to measure oneself
• Reporting on service provided by external service providers to aid in management of SLA
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution

• Completed more than 30 job reports and logs immediately following service calls.
• Organized work to meet demanding production goals.
• Maintained quality assurance and customer satisfaction objectives.
• Performed complex mechanical alignments and equipment calibration to meet quality standards.
• Addressed routine equipment maintenance according to established schedule.
• Tested components and systems to evaluate performance and identify concerns.
• Observed equipment operation to diagnose and troubleshoot reported issues.
• Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
• Performed troubleshooting and diagnosis on malfunctioning equipment.
• Drafted preventive maintenance schedule to support equipment longevity.
• Demonstrated to customers proper methods for operating equipment after it had been installed.
• Paid attention to detail while completing assignments
• Skilled at working independently and collaboratively in team environment
• Demonstrated high level of initiative and creativity while tackling difficult tasks
• Exercised leadership capabilities by successfully motivating and inspiring others
• Developed and maintained courteous and effective working relationships
• Demonstrated respect, friendliness and willingness to help wherever needed
• Managed time efficiently in order to complete all tasks within deadlines
• Organized and detail-oriented with strong work ethic

• Configured hardware, devices, and software to set up work stations for employees.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Trained users on how to operate components and systems.
• Monitored systems in operation and quickly troubleshot errors.
• Rolled out software updates and applied server patches to thwart threats from penetrating networks.
• Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
• Updated documentation and produced reports.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Walked individuals through basic troubleshooting tasks.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Configured hardware and granted system permissions to new employees.
• Provided basic end-user troubleshooting and desktop support.
• Worked flexible hours across night, weekend and holiday shifts
• Proved successful working within tight deadlines and fast-paced environment
• Developed strong communication and organizational skills through working on group projects
• Developed and maintained courteous and effective working relationships
• Demonstrated leadership skills in managing projects from concept to completion
• Excellent communication skills, both verbal and written
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Skilled at working independently and collaboratively in team environment
• Worked effectively in fast-paced environments
• Resolved problems, improved operations and provided exceptional service
• Demonstrated strong organizational and time management skills while managing multiple projects
• Proven ability to learn quickly and adapt to new situations
• Demonstrated creativity and resourcefulness through development of innovative solutions
• Demonstrated respect, friendliness and willingness to help wherever needed
• Gained extensive knowledge in data entry, analysis and reporting
• Gained strong leadership skills by managing projects from start to finish
• Proven ability to develop and implement creative solutions to complex problems
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Learned and adapted quickly to new technology and software applications
• Exercised leadership capabilities by successfully motivating and inspiring others
• Demonstrated creativity and resourcefulness through development of innovative solutions

• Buy and Sell IBM Mainframes to client
• Install and support mainframes on client's site.
• Demonstrated strong organizational and time management skills while managing multiple projects
• Applied effective time management techniques to meet tight deadlines
• Demonstrated creativity and resourcefulness through development of innovative solutions
• Developed strong communication and organizational skills through working on group projects
• Demonstrated leadership skills in managing projects from concept to completion
• Demonstrated respect, friendliness and willingness to help wherever needed
• Self-motivated, with strong sense of personal responsibility
• Delivered services to customer locations within specific timeframes
• Cultivated interpersonal skills by building positive relationships with others
• Passionate about learning and committed to continual improvement
• Excellent communication skills, both verbal and written
• Adaptable and proficient in learning new concepts quickly and efficiently
• Proven ability to develop and implement creative solutions to complex problems
• Skilled at working independently and collaboratively in team environment
• Proved successful working within tight deadlines and fast-paced environment
• Gained strong leadership skills by managing projects from start to finish
• Self-motivated, with strong sense of personal responsibility
• Gained extensive knowledge in data entry, analysis and reporting
• Provided professional services and support in dynamic work environment
• Proven ability to learn quickly and adapt to new situations
• Participated in team projects, demonstrating ability to work collaboratively and effectively
• Demonstrated creativity and resourcefulness through development of innovative solutions