Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KHENSANI JESSICA MBOWENI

Support Engineer
Kempton Park

Summary

Detail-oriented Information Technology professional currently serving as a Call Coordinator at ABSA with proven experience in incident and problem management, service desk support, and IT asset coordination. Skilled in providing efficient first-line technical support and managing user requests across multiple platforms. Strong communication skills enable me to explain technical issues clearly to both technical teams and end-users. Experienced in working collaboratively with cross-functional teams to improve IT service delivery and customer satisfaction. Eager to apply my knowledge and grow in a challenging ICT role.

Overview

5
5
years of professional experience
2024
2024
years of post-secondary education
5
5
Certifications

Work History

Call Coordinator / Help Desk Support

ABSA Bank Limited
05.2024 - Current
  • Serve as the first point of contact for users seeking technical assistance via phone, email, or in person.
  • Log and classify incidents, service requests, and problems using the service desk system; prioritize and escalate according to urgency and impact.
  • Provide remote and onsite troubleshooting and support for hardware, software, networking, and peripherals.
  • Manage lifecycle of service tickets ensuring timely resolution within agreed SLAs.
  • Coordinate with various IT support groups to resolve major incidents and complex problems.
  • Configure and distribute ICT assets including laptops, printers, and conferencing equipment.
  • Assist with the root cause analysis and follow-up for recurring problems.
  • Maintain user communication and ensure clients are updated throughout the incident lifecycle.
  • Support disaster recovery activities and assist with system rollouts and upgrades.
  • Maintain accurate records of incidents, resolutions, and customer feedback.
  • Participate in user awareness campaigns and provide presentations on IT best practices.

Python Intern

Wirespeed
09.2023 - 12.2023
  • Learned and practiced Python programming fundamentals including data types, control flow, functions, and file handling.
  • Developed scripts to automate routine tasks and data manipulation, improving efficiency in test environments.
  • Collaborated with mentors to enhance coding skills and applied programming knowledge to solve practical problems.

Application Development and Support Intern

Gauteng Enterprise Propeller
09.2021 - 08.2022
  • Delivered comprehensive IT support to over 100 staff members across multiple departments, both onsite and remotely.
  • Utilized remote support tools like AnyDesk to diagnose and resolve software and hardware issues efficiently.
  • Managed installation, configuration, and troubleshooting of Microsoft Office applications, antivirus solutions, and email (SMTP) setups.
  • Administered user account management including domain join requests, network access, and printer connectivity.
  • Assisted with procurement and deployment of new IT equipment, ensuring compatibility and adherence to organizational standards.
  • Maintained accurate IT asset inventory records and coordinated equipment maintenance schedules.
  • Supported website technical queries and collaborated with vendors to resolve third-party software issues.
  • Trained staff on IT best practices and security awareness to reduce recurring incidents and improve overall productivity.
  • Played a key role in the setup and configuration of new staff desktops and laptops, ensuring smooth onboarding.

System Development Intern

Altron Bytes People Solutions
01.2020 - 01.2021
  • Developed Windows Forms applications using C# integrated with Microsoft SQL Server to automate internal processes and reporting.
  • Participated in requirements gathering and testing phases to ensure software solutions met user needs and quality standards.
  • Monitored server performance and executed routine maintenance tasks including backups and patch management.
  • Assisted with database administration including SQL query writing, monitoring MySQL server status, and optimizing database performance.
  • Supported the IT team in troubleshooting hardware and software issues on servers and client machines.
  • Documented system changes, user manuals, and provided training sessions for end-users on new applications.
  • Collaborated with cross-functional teams to deliver project milestones on time and support continuous system improvements.

Education

Bachelor’s Degree - Information Technology: Resource Management

UNISA

Diploma - Information Technology: Software Development

IIE Independent Institution

System Development Training - undefined

Altron Bytes People Solutions

Skills

  • Excellent troubleshooting and problem-solving skills

  • Strong verbal and written communication skills

  • Analytical thinking and decision making

  • Conflict management and customer service orientation

  • Coordination and multitasking in high-pressure environments

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Certification

Windows Server Administration, 2021

Timeline

Call Coordinator / Help Desk Support

ABSA Bank Limited
05.2024 - Current

Python Intern

Wirespeed
09.2023 - 12.2023

Application Development and Support Intern

Gauteng Enterprise Propeller
09.2021 - 08.2022

System Development Intern

Altron Bytes People Solutions
01.2020 - 01.2021

Diploma - Information Technology: Software Development

IIE Independent Institution

System Development Training - undefined

Altron Bytes People Solutions

Bachelor’s Degree - Information Technology: Resource Management

UNISA

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KHENSANI JESSICA MBOWENISupport Engineer