Kgonthiso Bridget Malatji
NOC Engineer
Tembisa
Summary
Ambitious and self-motivated individual with a passion for continuous learning and success. Strong work ethic, reliability, and resourcefulness contribute to excelling in organizing and prioritizing workloads. Thrives in dynamic environments, embraces challenges as a team player. Recognizes the value of practical knowledge and seeks to gain a broader perspective in any position obtained. Important to note: has a disability (Impaired Vision in one eye).
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
NOC Operator
Broadband Infraco
Roodepoort
01.2024 - Current
- Keep a constant eye on all forms of monitoring systems in place.
- Creating the month SLA usage reports to be presented to the client for billing purposes.
- Attending monthly SLA Meetings with the client.
- Check and confirm that morning checks are completed.
- Performing pro-active monitoring through the i-Master monitoring tool.
- Provide First Line Support to clients who call in.
- Following up with providers and providing updates to clients on outstanding fault during office hours.
- Keep our clients well informed regarding outages which causes disruptions to the facilities.
- Provided exceptional customer service by promptly addressing client concerns regarding network performance or availability issues.
- Ensured consistent adherence to established protocols while performing routine maintenance tasks on network devices, including switches, routers, and servers.
- Contributed to the successful completion of numerous infrastructure upgrade projects within established deadlines.
- Actively participated in process improvement initiatives aimed at increasing overall operational efficiency within the NOC environment.
- Participated in emergency response planning, ensuring business continuity in the event of natural disasters or other unforeseen events impacting network operations.
- Supported compliance initiatives by maintaining accurate records of all changes made to the production environment according to company policies and regulatory requirements.
NOC Engineer
iConnect Telecoms
Fourways
12.2019 - 12.2023
- Keep a constant eye on all forms of monitoring systems in place.
- RFO\RCA documentation to be compiled and sent to NOC Supervisor for Approval for General Network Outages.
- Tracking of Scheduled\Emergency Maintenance.
- Leading Core Scheduled\Emergency Maintenances.
- Check and confirm that morning checks are done.
- Performing pro-active monitoring through the PRTG monitoring tool.
- Provide First Line Support to clients who call in after hours.
- Following up with providers and providing updates to clients on outstanding fault after hours.
- Keep the company notified and updated with regards to outages causing downtimes to our clients.
- Send out provider maintenances to the company for the Customer Experience Department to notify the clients who will be affected by that maintenance.
- Monitored and maintained network and software components according to established guidelines and best practices.
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
- Established positive working relationships with users to quickly resolve problems.
- Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
- Collaborated with cross-functional teams to optimize network efficiency and establish best practices.
Client Services Agent
SA Digital Villages
Midrand
08.2018 - 11.2019
- To perform first line support to the client’s inconveniences.
- Remotely resolve client issues over the phones.
- Logging and assigning tickets to the relevant groups.
- Maintain customer records by updating account information.
- Providing information about the Fibre products provided by my company and their partners.
- Providing answers to customer who have Fibre queries.
- Adopting and configuring Optical Network Transmitters.
- Trouble shooting and configuring Yealink Telephones.
- Have been working as a Team Leaders Second in Command, taking escalation from clients and monitor the team when the manager and the team leaders are not available.
- I am the Account manager for an important Account meaning that I am responsible for the account payments, logging faults and ensuring that the clients are online.
- Deficiency of coordination across departments.
- Due to changes in the networking technology, certain teams of the business absorb the concept at a slower pace.
- Resolving the issues is time-consuming due to network complexity.
- Root cause analysis should be done for the problems for better future implementation.
- Prepare status reports and upkeep of schedule routine system maintenance.
- Providing after hour support to business clients who are running their business for 24 Hours.
- Escalating and following up with providers for updates on outages, link failures and maintenance schedules.
- Design and prepare update for all trouble tickets through various troubleshooting programs and upgrade ticketing systems.
- Monitor and resolve all issues of ticketing system.
- Determine and manage architectural system, provide upgrade, and ensure completion of all operational documents.
- Provide technical assistance and formulate equipment configuration as client requirement.
NOC Agent
Comsol Networks
Midrand
08.2016 - 08.2018
- To perform first line support on the radios.
- To log incident and do escalations to the relevant teams of technicians.
- To monitor network connections for our clients.
- Monitor the link statuses and perform some investigations if there are any link failures.
- Providing monthly reports to our clients.
- Creating work orders for technicians to attend to faults.
- Answering calls and performing first line support duties.
- Closing completed work orders.
- Follow up on resolutions of incidents by technicians and third-party vendors.
- Providing regular updates to clients.
- Competencies: Energetic and friendly, Result- and deadline-driven, Good interpersonal skill, Ability to take initiative, Ability to multitask, Good verbal and written communication skills, Planning and organizing, Detail-oriented, Integrity, Teamwork.
- Reason for Leaving: Career growth
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.
IT Operations Analyst
Gijima South African IT Company
Midrand
06.2015 - 07.2016
- Responsible for monitoring Network connection to our client’s.
- Resolve events/fault/alarms/incidents, problems that affecting Network connectivity to our client’s.
- Reporting of Network Lines/Link interfaces using Telkom portal UNIBWEB.
- Escalates all high & critical incident to relevant parting.
- Checking status of all the device connected to Network.
- Sending Email’s and Sms’s notifications to relevant parties and to the clients, to keep them updated about the status of the Network.
- Reason for Leaving: Searching for greener pastures
- Managed inventory of IT assets, ensuring regular updates to asset tracking systems and adhering to organizational policies for disposal or replacement.
- Optimized IT operations by implementing effective monitoring and incident management processes.
- Increased customer satisfaction by providing timely and accurate support to end-users in troubleshooting technical problems.
- Collaborated with upper management to drive strategy and implement new processes.
Network Engineer I
Gijima South African IT Company
Midrand
01.2014 - 05.2015
- Up-time and capacity management as defined by SLA.
- Monitors networking environment and efficiency and make recommendations as to improvements where applicable.
- Respond and resolve incidents as per agreed time horizons.
- Complete required checklists that define the completion criteria for each service performed.
- Ensuring that the network infrastructure is up and running 99.9%.
- Reason for Leaving: Searching for greener pastures
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Reduced downtime with proactive monitoring of network devices and rapid troubleshooting.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
Education
Grade 12 - English, Mathematics, Physical Sciences, Life Sciences, Agricultural Sciences, Sepedi, Life orientation
Mosipa High School
Bushbuckridge, South Africa 01.2010 - 12.2010
End User Computing - Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook
PC TRAINING AND BUSINESS COLLEGE
Kempton Park, South Africa 05.2012 - 08.2012
Information Technology Diploma - Programming, Networking
BELGIUM CAMPUS IT VARSITY
Pretoria, South Africa 01.2013 - 05.2015
Structured Communication Program - Quality Customer Service
KWELANGA TRAINING
Midrand, South Africa 06.2016 - 07.2016
Mimecast Technical Presales Foundation - Mimecast Technical Presales Foundation Certification
Mimecast
Fourways, South Africa 05.2021 - 06.2021
Mimecast Certified Product Professional - Mimecast Certified Product Professional – Warrior (L1)
Mimecast
Fourways, South Africa 05.2021 - 06.2021
Technical Support - Technical Support Assessment
Redstore
Fourways, South Africa 05.2021 - 06.2021
Skills
Network troubleshooting
Incident management
System administration
Ticketing systems
SLA adherence
Network monitoring
Network documentation
Teamwork
Teamwork and collaboration
Problem-solving
Quick learner
Time management
Problem-solving abilities
Multitasking
Excellent communication
Multitasking Abilities
Team collaboration
Attention to detail
Escalation procedures
Vendor coordination
Personal Information
Disability: Impaired Vision on one eye
Timeline
NOC Operator
Broadband Infraco
01.2024 - Current
Mimecast Technical Presales Foundation - Mimecast Technical Presales Foundation Certification
Mimecast
05.2021 - 06.2021
Mimecast Certified Product Professional - Mimecast Certified Product Professional – Warrior (L1)
Mimecast
05.2021 - 06.2021
Technical Support - Technical Support Assessment
Redstore
05.2021 - 06.2021
NOC Engineer
iConnect Telecoms
12.2019 - 12.2023
Client Services Agent
SA Digital Villages
08.2018 - 11.2019
NOC Agent
Comsol Networks
08.2016 - 08.2018
Structured Communication Program - Quality Customer Service
KWELANGA TRAINING
06.2016 - 07.2016
IT Operations Analyst
Gijima South African IT Company
06.2015 - 07.2016
Network Engineer I
Gijima South African IT Company
01.2014 - 05.2015
Information Technology Diploma - Programming, Networking
BELGIUM CAMPUS IT VARSITY
01.2013 - 05.2015
End User Computing - Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook
PC TRAINING AND BUSINESS COLLEGE
05.2012 - 08.2012
Grade 12 - English, Mathematics, Physical Sciences, Life Sciences, Agricultural Sciences, Sepedi, Life orientation
Mosipa High School
01.2010 - 12.2010
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