Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
Knowledgeandskills
References
Knowledge and Skills
References
AdministrativeAssistant
Linda Zwane

Linda Zwane

Customer Success Manager
JOHANNESBURG

Summary

I am an experienced Application Systems Specialist with a strong background in providing 24/7 Windows server and application monitoring within a command center environment. I am proficient in leveraging a wide range of tools, including ServiceNow, Jira Service Desk, CA Service Desk, Site24/7 monitoring tool, ELK Stack, Azure Monitor, ManageEngine SD, and ThousandEyes, to ensure system health and high availability.

Key Responsibilities:

Manage and monitor Windows server and application performance to guarantee optimal functionality.
Utilize ServiceNow, Jira Service Desk, and CA Service Desk to track incidents and facilitate timely resolutions.
Employ Site24/7, ScienceLogic SL1 AI Monitoring Tool, and ELK Stack for real-time monitoring of applications and systems.
Leverage Azure Monitor and ManageEngine SD to proactively identify and address potential issues.
Utilize ThousandEyes to monitor network performance and troubleshoot connectivity issues effectively.
Address registry key vulnerabilities, ensuring proper configurations to enhance system security.
Participate in projects aimed at disabling SMB v1 and promoting safer alternatives, while understanding the associated risks.
Identify and mitigate vulnerabilities in M365 environments, focusing on access controls and security configurations.
Assess Azure environments for security best practices and identify potential vulnerabilities.
Gain exposure to POS security, understanding unique threats and implementing necessary protections.
Understand IPV6 implications for network security, including potential vulnerabilities.
Implement measures to prevent spoofing risks across various contexts.
Identify and remediate weak cipher configurations in systems and applications.
Automate security processes and enhance system monitoring through scripting in languages such as PowerShell and Python.
Assess and mitigate vulnerabilities in Group Policy Objects (GPOs) and Intune policies.
Utilize the CIS Controls framework as a guideline for improving security postures.
With a proven track record of successfully monitoring and maintaining complex IT environments, I am adept at implementing effective monitoring systems and tools to support business-critical applications and services.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

10
10
years of professional experience
41
41
Certificates
12
12
years of post-secondary education

Work History

Customer Success Manager

Sumo Tech
01.2025 - Current
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Created customer support strategies to increase customer retention.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Implemented effective communication strategies that fostered long-lasting connections with customers.
  • Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
  • Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
  • Developed detailed plans based on broad guidance and direction.
  • Launched quality assurance practices for each phase of development
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Enhanced product usability by identifying and addressing customer needs through extensive research and analysis.
  • Documented each step in product's design process for use in manuals.
  • Negotiated with vendors and manufacturers on pricing, services and scheduled shipping windows.

Systems Specialist

IOCO
01.2021 - 10.2023
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Assisted in the selection of new technology tools, ensuring alignment with organization objectives and budget constraints.
  • Communicated deficits in system performance to senior leadership, recommending appropriate corrective measures.
  • Improved system efficiency by optimizing hardware and software configurations.
  • Streamlined system processes for enhanced performance and user satisfaction.
  • Enhanced security measures, protecting sensitive data from potential breaches.
  • Monitored network hardware operations to evaluate proper configuration.
  • Diagnosed and executed resolution for network and server issues.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
  • Utilized source code control for tracking configurations and changes.
  • Provided faculty and staff with security software and network configuration support.
  • Performed network security design and integration duties.
  • Developed comprehensive documentation outlining system architecture, functionality, and troubleshooting procedures.
  • Designed custom applications as needed, improving workflow efficiency and overall productivity within the organization.
  • Identified and resolved technical issues quickly, minimizing disruptions to operations and maintaining high service levels.
  • Collected data on process control statistics to discover potential improvements to process capabilities.
  • Set system metrics and thresholds to maintain proper operational continuity.
  • Reduced downtime with proactive maintenance and routine system checks.
  • Modeled system usage patterns to determine training protocols and educational material guidelines.
  • Delivered end-user training sessions to ensure proper utilization of systems and maximize productivity gains.
  • Provided responsive remote support for users experiencing technical difficulties, resolving issues efficiently while maintaining excellent customer relations skills throughout interactions.
  • Maintained a strong understanding of industry trends in order stay abreast developments related field continuously improve upon knowledge skillsets required excel professionally within role position held company employed currently works any given moment t
  • Conducted thorough analyses of existing systems to identify areas for improvement and optimization.
  • Reviewed operations reports to detect nonconforming outcomes in task completion, designing system updates to reach compliance.
  • Collaborated with cross-functional teams to develop customized solutions for unique business needs.
  • Managed vendor relationships effectively, negotiating contracts and monitoring service delivery to ensure optimal support conditions were maintained.
  • Integrated MS products into CRM outputs for large-scale customer campaigns.
  • Verified software functionality meets organizational needs.
  • Installed and configured server and workstation hardware, OS and custom applications.
  • Administered web server and supported SharePoint and MS Teams server-based applications.
  • Set up complex mail merge projects to support CRM and marketing efforts.
  • Provided expert support for Microsoft applications, resolving technical issues quickly and efficiently.
  • Streamlined software development lifecycle with integration of Visual Studio and Azure DevOps, boosting delivery speeds.
  • Facilitated secure and efficient remote access solutions for distributed workforce using VPN and Azure Virtual Desktop.
  • Reduced downtime, conducted regular system updates and patch management activities.
  • Mitigated risks, conducted in-depth security assessments and remediation on Windows-based systems.

Systems Specialist

EOH
01.2019 - 12.2021
  • Identified and resolved technical issues quickly, minimizing disruptions to operations and maintaining high service levels.
  • Collected data on process control statistics to discover potential improvements to process capabilities.
  • Established backup protocols for critical data, reducing the risk of loss due to hardware failure or other unforeseen events.
  • Set system metrics and thresholds to maintain proper operational continuity.
  • Reduced downtime with proactive maintenance and routine system checks.
  • Delivered end-user training sessions to ensure proper utilization of systems and maximize productivity gains.
  • Modeled system usage patterns to determine training protocols and educational material guidelines.
  • Designed and implemented preventive maintenance procedures, reducing support request 100%.
  • Provided responsive remote support for users experiencing technical difficulties, resolving issues efficiently while maintaining excellent customer relations skills throughout interactions.
  • Prepared documentation on policies and procedures for operating monitoring systems.
  • Maintained a strong understanding of industry trends in order stay abreast developments related field continuously improve upon knowledge skillsets required excel professionally within role position held company employed currently works any given moment t
  • Conducted thorough analyses of existing systems to identify areas for improvement and optimization.
  • Collaborated with cross-functional teams to develop customized solutions for unique business needs.
  • Managed vendor relationships effectively, negotiating contracts and monitoring service delivery to ensure optimal support conditions were maintained.
  • Assisted in the selection of new technology tools, ensuring alignment with organization objectives and budget constraints.
  • Communicated deficits in system performance to senior leadership, recommending appropriate corrective measures.
  • Improved system efficiency by optimizing hardware and software configurations.
  • Streamlined system processes for enhanced performance and user satisfaction.
  • Implemented system upgrades to maintain optimal performance levels and accommodate business growth.
  • Enhanced security measures, protecting sensitive data from potential breaches.
  • Evaluated emerging technologies to determine their potential value for enhancing current systems or addressing future needs.
  • Monitored network hardware operations to evaluate proper configuration.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Diagnosed and executed resolution for network and server issues.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
  • Performed network security design and integration duties.
  • Provided faculty and staff with security software and network configuration support.
  • Utilized source code control for tracking configurations and changes.

Systems Administrator

EOH/SA Express
01.2018 - 12.2019
  • Performed software installations and upgrades to UNIX or Windows operating systems.
  • Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
  • Ensured optimal server uptime, monitoring system health and performing routine maintenance.
  • Configured and tested Windows Server operating systems with roles features.
  • Integrated and updated software products to boost system compatibility.
  • Improved system performance by implementing server upgrades and hardware replacements.
  • Spearheaded inventory control measures to replenish and maintain IT equipment.
  • Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
  • Implemented backup solutions, ensuring data integrity and availability in the event of a disaster or system failure.
  • Maintained detailed documentation of network configurations, protocols, and procedures for efficient troubleshooting and information sharing among colleagues.
  • Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.
  • Proactively identified areas for improvement in the IT infrastructure, recommending appropriate technology solutions to boost productivity and performance levels.
  • Enhanced system security with regular patch updates and vulnerability assessments.
  • Attended meetings to deliver status reports to key stakeholders.
  • Tested software remotely and onsite for server sets to maintain operational readiness.
  • Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Collaborated with IT team members to develop comprehensive disaster recovery plans, enhancing business continuity efforts.
  • Conducted routine and emergency maintenance of assigned data center equipment.
  • Managed vendor relationships effectively to ensure timely delivery of hardware/software products while staying within budget constraints.
  • Developed internal training materials aimed at improving department''s overall knowledge base and reducing the learning curve for new hires.
  • Detailed upcoming software upgrades and system sprints to team members.
  • Mentored employees and offered constructive feedback for performance improvement.
  • Used Retina and HBSS to secure systems against STIG guidelines.
  • Contributed to development, administration and testing of disaster recovery plans.
  • Implemented internet and intranet applications on multiple platforms.
  • Orchestrated integration and communication of software upgrades.
  • Reduced downtime during migrations by conducting thorough planning and testing processes.
  • Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
  • Optimized resource utilization with virtualization technologies for cost-effective infrastructure management.
  • Led large-scale infrastructure projects to successful completion, coordinating resources across departments for seamless integration into existing systems environments.
  • Increased network stability by proactively analyzing performance metrics and addressing potential bottlenecks before they impacted users'' experience.
  • Reduced system vulnerabilities, conducting thorough security audits and updates.
  • Ensured compliance with industry regulations, meticulously documenting IT processes and controls.
  • Coordinated with department heads to align IT strategies with business objectives, driving technology-driven growth.
  • Reduced help desk tickets, proactively addressing recurring issues and implementing long-term solutions.
  • Boosted network efficiency, upgrading network components and optimizing configurations.
  • Enhanced user satisfaction by providing prompt and effective technical support and troubleshooting.
  • Led cross-functional teams in major system upgrades, ensuring minimal disruption to business operations.
  • Ensured network security and data integrity by implementing robust firewall and encryption protocols.
  • Optimized server performance, enabling faster data retrieval and processing.
  • Achieved significant cost savings by negotiating with vendors for better rates on software and hardware purchases.
  • Facilitated seamless migration of company data to cloud-based storage solutions, ensuring flexibility and scalability.
  • Increased team productivity by automating routine tasks, allowing more focus on strategic projects.
  • Designed and executed company-wide email system overhaul, improving communication and collaboration.
  • Strengthened IT infrastructure with integration of cutting-edge technologies and solutions.
  • Fostered culture of continuous improvement, encouraging feedback on IT systems and implementing enhancements.
  • Customized user training programs to enhance staff proficiency in new software applications.
  • Spearheaded adoption of virtualization technology, significantly improving resource utilization and scalability.
  • Implemented comprehensive disaster recovery plans, minimizing potential data loss in emergency situations.
  • Streamlined data backup processes, significantly reducing potential downtime during system failures.
  • Improved system reliability with regular maintenance checks and timely updates.
  • Planned and implemented upgrades to system hardware and software.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Diagnosed and resolved hardware and software issues.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Installed and configured network printers and other peripheral devices.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Diagnosed and executed resolution for network and server issues.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Maximized system availability through development and testing of contingency plans.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Evaluated software products to determine compatibility with existing systems.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Identified and resolved network congestion issues and bottlenecks.
  • Devised scripts and automation tools to improve system efficiency.
  • Performed network security design and integration duties.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Developed and documented network policies, procedures and standards.
  • Implemented and maintained virtual private networks.

End User Support Technician

EOH
11.2014 - 11.2017
  • Developed a strong rapport with end users through consistent communication and effective problem-solving skills.
  • Streamlined IT support processes for increased efficiency and reduced downtime.
  • Provided comprehensive support for various operating systems, including Windows, macOS, and Linux.
  • Minimized recurring technical issues by identifying patterns in reported problems and proactively addressing underlying causes.
  • Assisted end users with software installation, configuration, and troubleshooting.
  • Managed inventory of equipment, ensuring timely replacement or repair of malfunctioning devices as needed.
  • Contributed to the continuous improvement of IT infrastructure by providing valuable feedback based on end-user experiences.
  • Improved system performance by regularly updating software and hardware components.
  • Safeguarded sensitive client data by implementing robust security measures across all devices and networks supported.
  • Established a clear line of communication between IT support staff and non-technical employees for seamless issue resolution.
  • Customized solutions for unique user requirements while adhering to company policies and industry standards.
  • Reduced response time by creating an organized ticketing system to prioritize urgent requests.
  • Enhanced user satisfaction by promptly addressing and resolving technical issues.
  • Assessed the needs of end users to recommend appropriate hardware or software upgrades as necessary.
  • Collaborated with other IT professionals to address complex technical problems effectively.
  • Bridged the gap between end-users and developers by translating technical specifications into easily understood language.
  • Conducted regular maintenance checks to ensure optimal functionality of devices and systems.
  • Educated end users on best practices for maintaining system health and preventing future issues.
  • Created detailed documentation of common issues faced by end users to improve self-service resources.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored system performance to identify potential issues.
  • Developed and implemented preventive maintenance procedures.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Offered assistance in implementing and developing training programs.
  • Assisted in development of system security protocols.

Education

Computer Literacy & Office Administration -

Havatech S-T-E-C-H
01.2008 - 03.2008

IT Technical Support (National Certificate) - undefined

Stanford Computer & Business College
02.2012 - 07.2013

IT Systems Support (National Certificate) - undefined

Proserv Academy
12.2013 - 05.2014

IT Systems Developing (Programming) (National Certificate) - undefined

Proverv Academy
10.2017 - 12.2018

Diploma in Information Technology - undefined

Alison
01.2022 - 12.2024

Diploma Project Management - undefined

Alison
01.2016 - 12.2018

MBA - Information And Communication Technology

Academy Europe University
Online
02.2022 - 11.2024

Skills

Operating Systems: Windows XP

undefined

Certification

CISCO CCNA

Timeline

Customer Success Manager

Sumo Tech
01.2025 - Current

MBA - Information And Communication Technology

Academy Europe University
02.2022 - 11.2024

Diploma in Information Technology - undefined

Alison
01.2022 - 12.2024

Systems Specialist

IOCO
01.2021 - 10.2023

Systems Specialist

EOH
01.2019 - 12.2021

Systems Administrator

EOH/SA Express
01.2018 - 12.2019

IT Systems Developing (Programming) (National Certificate) - undefined

Proverv Academy
10.2017 - 12.2018

Diploma Project Management - undefined

Alison
01.2016 - 12.2018

End User Support Technician

EOH
11.2014 - 11.2017

IT Systems Support (National Certificate) - undefined

Proserv Academy
12.2013 - 05.2014

IT Technical Support (National Certificate) - undefined

Stanford Computer & Business College
02.2012 - 07.2013

Computer Literacy & Office Administration -

Havatech S-T-E-C-H
01.2008 - 03.2008

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Knowledgeandskills

  • Operating Systems: Windows XP, 7, 8, 10, 11, Windows Servers, Linux/Unix & Mac OS X
  • SQL Admin
  • TCP/IP networking
  • Troubleshooting
  • System Analysis
  • Research Methodologies
  • Excellent analytical, diagnostic and problem-solving skills
  • SCOM Admin
  • WSUS Admin
  • SCCM Admin
  • Active Directory Admin
  • Exchange Admin
  • Jira Service Desk
  • O365 Admin
  • VMware
  • AWS Cloud watch Monitoring tool
  • Manage Engine SD
  • Site24/7 Monitoring Tool
  • Service Now
  • CA Service Desk
  • Hyper-V
  • Symantec Backup Exec
  • Opmanager Console Admin
  • Microsoft Power BI
  • Microsoft Dynamics 365
  • Microsoft Sharepoint
  • Azure Monitor
  • ELK Stack
  • ScienceLogic SL1 AI Monitoring tool
  • Power BI

References

TSS – Andrew Swales IT Mentor

Contact : 071 638 5994
Tumelo Mashile IT Lecture (Stanford)

Contact 078 719 2299
Ivan Pitamber (Manager) Infrastructure & Cloud Manager 

Contact : 071 292 6732
Juston Rungansamy (Manager) IT Support Engineer (IOCO Recent) 

Contact : 0646876826
Godwin Bafon IT Support Manager (SA Express) 

Contact : 0738791302

Knowledge and Skills

  • Operating Systems: Windows XP, 7, 8, 10, 11, Windows Servers, Linux/Unix & Mac OS X
  • SQL Admin
  • TCP/IP networking
  • Troubleshooting
  • System Analysis
  • Research Methodologies
  • Excellent analytical, diagnostic and problem-solving skills
  • SCOM Admin
  • WSUS Admin
  • SCCM Admin
  • Active Directory Admin
  • Exchange Admin
  • Jira Service Desk
  • O365 Admin
  • VMware
  • AWS Cloud watch Monitoring tool
  • Manage Engine SD
  • Site24/7 Monitoring Tool
  • Service Now
  • CA Service Desk
  • Hyper-V
  • Symantec Backup Exec
  • Opmanager Console Admin
  • Microsoft Power BI
  • Microsoft Dynamics 365
  • Microsoft Sharepoint
  • Azure Monitor
  • ELK Stack
  • ScienceLogic SL1 AI Monitoring tool
  • Power BI

References

TSS – Andrew Swales IT Mentor

Contact : 071 638 5994
Tumelo Mashile IT Lecture (Stanford)

Contact 078 719 2299
Ivan Pitamber (Manager) Infrastructure & Cloud Manager 

Contact : 071 292 6732
Juston Rungansamy (Manager) IT Support Engineer (IOCO Recent) 

Contact : 0646876826
Godwin Bafon IT Support Manager (SA Express) 

Contact : 0738791302

Ashley Pillay Manager Sumo Tech

Contact : 079 873 3133

Similar Profiles

CREATE PROFILE
Linda ZwaneCustomer Success Manager