Jermaine Nomdoe
ICT Service Desk Agent
Cape Town
Summary
Driven, results-oriented Front Desk Agent with proven success in customer satisfaction, communication, and conflict resolution. Skilled in managing reservations, telephone inquires, and building positive guest experiences. Proactive approach to exceeding customer expectations and working collaboratively within a team environment.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Service Desk Agent
SIZWE_AFRICA - Sizwe Africa IT Group
07.2017 - Current
- Provide helpdesk support and resolve problems to end user’s satisfaction
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Monitor respond quickly and effectively to requests received through IT helpdesk
- Modify configurations, utilities, software default settings, etc. for local workstation
- Respond to queries telephonically
- Respond and log email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Log calls using BMC Remedy and Active Directory.
- Provide Microsoft Azure cloud support to clients
- Interacted with customers by phone, email, or in-person
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
F & P Operator (Production)
Barrs Pharmaceutical Industries PTY
05.2017 - 06.2017
- Provided on-the-job training to newly hired workers and team members.
- Fed raw materials into machines.
- Inspected machine parts with measuring tools.
- Packaging of pharmaceutical products for dispatch
- Bottling of pharmaceutical products
Intern FSE
Dept. Of Premier: Centre For E. Innovation (CEI) Red Cross War Memorial Children’s Hospital
06.2016 - 04.2017
- Analyzed problems and worked with teams to develop solutions.
- Networking – putting Pc’s on network and domain
- Installation of printers
- User support – installation of hardware
- Software, end user support
- Testing and fixing Pc’s and printers
Surveyor
Red Cross War Memorial Children’s Hospital
Cape Town
12.2014 - 12.2014
- Consulting with clients
- Collecting client survey
Education
Information Technology (NCV) - Information Technology
College of Cape Town
Cape Town, South Africa 02.2014 - 01.2016
High School Diploma -
Aloe Senior Secondary School
Cape Town, South Africa 01.2008 - 12.2013
Skills
Quick learning, can perform well under pressure
Software Knowledge
Azure
Active Directory
Ticketing system proficiency
Word Processing
Administrative Support
Microsoft Office
Reporting capabilities
Word, Excel, Access, PowerPoint, Internet and Email
Quick learning, can perform well under pressure
Certification
Service Desk Analyst
Timeline
Service Desk Agent
SIZWE_AFRICA - Sizwe Africa IT Group
07.2017 - Current
F & P Operator (Production)
Barrs Pharmaceutical Industries PTY
05.2017 - 06.2017
Intern FSE
Dept. Of Premier: Centre For E. Innovation (CEI) Red Cross War Memorial Children’s Hospital
06.2016 - 04.2017
Surveyor
Red Cross War Memorial Children’s Hospital
12.2014 - 12.2014
Information Technology (NCV) - Information Technology
College of Cape Town
02.2014 - 01.2016
High School Diploma -
Aloe Senior Secondary School
01.2008 - 12.2013