Khuliso Ndwambi

· Maintaining and Supporting POS Systems: Managing all POS-related IT equipment, including servers, desktops, cash registers, laptops, databases, and printers, ensuring optimal functionality and minimal downtime.

· Software Troubleshooting & Issue Resolution: Diagnosing, troubleshooting, and resolving POS software-related issues, ensuring business continuity and customer satisfaction.

· Analyzing & Enhancing System Performance: Assessing user requirements, software performance, and system functionalities to identify areas for improvement and scalability.

· Software Updates & System Enhancements: Installing and configuring system updates, security patches, and feature enhancements to maintain system integrity and compliance.

· Collaboration & System Development: Working closely with IT teams and business stakeholders to develop, customize, and modify POS and back-office systems to align with current and future operational needs.

· Training & User Support: Providing comprehensive training on Back Office, POS functionalities, inventory management, and reporting tools to ensure users maximize system capabilities.

· Cloud POS & Infrastructure Management: Managing cloud-based POS solutions, optimizing data security, performance, and scalability to support a growing digital infrastructure.

· Inventory & Reporting Integration: Enhancing inventory tracking, reporting, and analytics within the POS ecosystem to support data-driven decision-making.

· Payment Gateway & Transaction Processing: Ensuring secure and seamless payment processing by integrating and maintaining various payment gateways and digital wallets within the POS system.

· POS Hardware & Peripheral Management: Overseeing the setup, configuration, and maintenance of POS hardware components, including barcode scanners, receipt printers, and customer-facing displays.

· Network & Connectivity Management: Ensuring stable network connectivity and system communication between POS terminals, servers, and cloud infrastructure.

· Data Backup & Recovery: Implementing data backup strategies and disaster recovery plans to protect transaction history, sales records, and critical business data.

· Security & Compliance Management: Enforcing POS security measures, such as encryption, user authentication, and access control, to safeguard against fraud and cyber threats.

· Performance Monitoring & Optimization: Utilizing monitoring tools and analytics to track system performance, transaction speed, and uptime, making adjustments as needed.

· Integration with Third-Party Systems: Configuring POS integrations with ERP, accounting software, CRM, and e-commerce platforms to enhance business operations.

· Installation, Maintenance & Support: Installed, maintained, and upgraded GAAP POS systems to ensure smooth operations for merchants and businesses.

· Technical Issue Resolution: Provided merchant support and troubleshooting for POS systems, applications, and payment processing solutions to ensure minimal disruptions.

· POS System Optimization: Performed maintenance, modifications, and software updates to enhance performance and system functionality.

· Merchant Gateway Account Management: Managed and modified merchant payment gateway accounts using partner interfaces to ensure secure and efficient transactions.

· Pre-Sales Support: Assisted in the pre-sales phase by providing technical consultation on POS systems, middleware, and related products to sales teams and vendor partners.

· Remote & Onsite Training: Conducted installation and training sessions for new merchant accounts on various integrated POS software solutions.

· POS Equipment Management: Deployed, reprogrammed, and repaired POS hardware and software, ensuring seamless functionality across all merchant locations. Implement and enforce policies for password security and multi-factor authentication.

· Network Installation & Maintenance: Installed, configured, and maintained computer networks, routers, switches, and firewalls to ensure stable connectivity.

· Troubleshooting & Performance Optimization: Diagnosed and resolved network issues, optimized network performance, and identified bottlenecks to enhance efficiency.

· CCTV & Drive-Thru Timer Support: Installed and maintained CCTV surveillance systems and Drive-Thru timers to support security and operational efficiency.

· Installation & Maintenance of Network Infrastructure: Setting up, configuring, and maintaining Local Area Networks (LANs) and Wide Area Networks (WANs) to support business operations.

· Troubleshooting & Issue Resolution: Diagnosing and resolving network connectivity issues, hardware failures, and system errors to minimize downtime.

· POS System Support: Installing, configuring, and maintaining Micros Point-of-Sale (POS) systems, ensuring stable operation and integration with the network.

· User Support & Technical Assistance: Assisting end users with network-related problems, desktop troubleshooting, and IT support requests to improve workflow efficiency.

· Network Performance Analysis: Monitoring network traffic, bandwidth utilization, and system logs to optimize speed and reliability.

· Hardware & Software Configuration: Setting up and maintaining network devices, including routers, switches, firewalls, modems, and access points to ensure seamless communication.

· Structured Cabling & Connectivity Solutions: Installing Ethernet cables, fiber optics, and wireless access points to maintain strong and reliable connectivity.

· Security & Access Control: Implementing firewall configurations, VPN setups, and access restrictions to protect the network from unauthorized access and cyber threats.

· System Upgrades & Patch Management: Updating network software, firmware, and security patches to enhance performance and security compliance.

· Desktop & Workstation Support: Configuring and troubleshooting desktops, laptops, and peripheral devices, including printers, scanners, and VoIP phones.

· Incident Documentation & Reporting: Logging network issues, creating troubleshooting guides, and maintaining incident reports for reference and future improvements.

· Answering and logging calls from clients,

· 1st line technical support and operational support Including some office and finance administration support

· Monitoring and escalations to maintain 99.99% systems uptime SLA on all platforms

· Monitoring all operational systems as well as state of health on all Higate/Intarget systems

· Provide clients with technical support, analysis and resolution of technical as well as development issues on all systems nationally and internationally (Higate and Intarget systems)

· Escalating problems to technical subject matter experts

· Develop and implement security measures to protect systems from breaches and vulnerabilities.

· Monitor systems for unauthorized access or unusual activity.

· Conduct regular security audits and risk assessments.

· Develop and maintain backup and recovery plans to protect critical data.

· Test disaster recovery procedures to ensure preparedness.

· Ensure compliance with data protection regulations.

· Liaising with the Mobile Network Operators whenever technical issues arise

· Client survey and ticketing feedback to Service Delivery Supervisor

· Continuous monitoring and ensuring quality of all technical services from a client perspective - both internal and external

· Recording and actioning faults as reported on: PC’s, servers, laptops and mobile.

· Creating and administrating Microsoft Exchange email accounts.

· Document and maintain Help Desk policies and procedures.

· The update and maintenance of the IT service desk authorized user’s database.

· Track, monitor and report on all Help Desk incidents within defined customer

· Deploy and manage virtualized environments (e.g., VMware, Hyper-V).

· Manage cloud infrastructure (e.g., AWS, Azure, or Google Cloud) to support hybrid IT environments.

· Optimize resources by monitoring and scaling cloud services.

· Ensure systems comply with organizational IT policies and industry standards.

· Participate in internal and external audits.

· Maintain up-to-date documentation on systems and procedures.