Summary
Overview
Work History
Education
Skills
Work Preference
Languages
Interests
Certification
Timeline
Generic
Lindani Buthelezi

Lindani Buthelezi

Systems Administrator
Midrand

Summary

Experienced Systems Administrator with 1 years of expertise in design, development and maintenance of complex software and management. Highly proficient in implementing enterprise solutions for business applications in broad scale. Determined to deliver best technical solutions to meet functional and business requirements. Diligent troubleshooter, with strong communication skills to interact effectively with employees and departments various IT environments. Flexible with positive work attitude focused on producing results under tight deadlines.

Overview

12
12
years of professional experience
2
2
Certificates

Work History

Systems Administrator

ALTRON Digital Business
11.2023 - Current
  • User account administration (incl. Creating, editing, and disabling)
  • Managing user role access on the system
  • Maintaining system & user data records
  • General IT Support (incl. Frontend application support)
  • Backend IT Support (incl. Amending user profile information, creating new roles, amending workflow approvals, user detail management, disabling application flows, creation of new vendors, server onboarding & offboarding)
  • Security audits (incl. Working with the auditors for user identity management)
  • Client liaison (incl. Liaising with vendors where assistance is required outside of user communication)
  • Provide report information to users from both the front end as well as the backend of the application platform (Persona)
  • Customer escalation management
  • Problem solving
  • Process improvement on application platform
  • Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
  • Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
  • 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.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Developed internal training materials aimed at improving department''s overall knowledge base and reducing the learning curve for new hires.

Quality Assurance Administrator

ALTRON Digital Business
07.2023 - 10.2023
  • Creating a knowledge management framework
  • Maintaining a knowledge base
  • Creating searchable resources
  • Collaborating with other professionals
  • Ensuring access to vital information
  • Encouraging a culture of knowledge sharing
  • Educating company employees
  • Ensuring the application of business knowledge
  • Capturing new knowledge
  • Monitoring learning
  • Responding to feedback
  • Providing relevant coaching, training, and support to champion a knowledge management culture
  • Monitor progress and learning processes by keeping track of engagement, project outcomes and other metrics
  • Encouraging a knowledge-sharing culture across the organization
  • Developing new programs and solutions that meet the needs of the department
  • Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment
  • This can include metrics collection, analysis, and reporting

Team Lead

ALTRON Digital Business
05.2022 - 06.2023
  • Managing the day-to-day activities of the team
  • Motivating the team to achieve organizational goals
  • Developing and implementing a timeline to achieve targets
  • Delegating tasks to team members
  • Conducting training of team members to maximize their potential
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills
  • Conducting quarterly performance reviews
  • Contributing to the growth of the company through a successful team
  • Creating a pleasant working environment that inspires the team
  • Encourage creativity and risk-taking
  • Discover training needs and provide coaching
  • Weekly team meetings where service-related issues are discussed
  • Recruitment (from vetting the CV's / getting the candidates through a recruitment process / interview/ credit checks / send information to management to make offers)
  • Reporting (SD Voice and Email SLA daily / Agent Performance daily/Support Towers daily SLA report / Calls and Tickets SLA daily)
  • Response Management (Escalations and Feedback)
  • Major Incident Management (Process documentation / Communication with the client / War Room convener with support towers/ Get RCA after incident is resolved)
  • Works with Service Desk management team to help set and meet daily and quarterly goals
  • Oversees and reports weekly, monthly, quarterly, and annual metrics
  • Collaborates with transitions and onboarding team as needed
  • Establishes and maintains credible, professional relationships with Service Desk management, internal business lines, and external vendors
  • Solicits and responds to feedback while gaining commitment and support
  • Identifies trends and assess opportunities to improve processes and execution
  • Manages day to day business of the Service Desk department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management
  • Communicating with clients and providing in-person and phone support, if required
  • Receive transition from the previous shift service desk and discuss any outstanding critical items at hand off
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Assisted in recruitment to build team of top performers.
  • Generated reports detailing findings and recommendations.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Support Engineer

ALTRON Digital Business
04.2021 - 04.2022
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • Follow the SLA for issues with respect to the severity
  • Evaluate and prioritize customer support cases
  • Act as the primary liaison between company and your customers
  • Communicate and solve customers' problems via phone, email, live chat, and face-to-face meetings
  • Work with all internal groups, including support, sales, engineering, product management, and consulting
  • Providing technical support on remote-access systems
  • Active Directory user account creations, modifications, and disablements
  • Handling escalations received from the clients and management
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Increased client retention by building trust through excellent communication skills and timely issue resolution.
  • Analyzed support ticket trends to predict and prevent future issues.

Team Lead

ALTRON Digital Business
03.2020 - 03.2021
  • Managing the day-to-day activities of the team
  • Motivating the team to achieve organizational goals
  • Developing and implementing a timeline to achieve targets
  • Delegating tasks to team members
  • Conducting training of team members to maximize their potential
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills
  • Conducting quarterly performance reviews
  • Contributing to the growth of the company through a successful team
  • Creating a pleasant working environment that inspires the team
  • Encourage creativity and risk-taking
  • Discover training needs and provide coaching
  • Weekly team meetings where service-related issues are discussed
  • Recruitment (from vetting the CV's / getting the candidates through a recruitment process / interview/ credit checks / send information to management to make offers)
  • Reporting (SD Voice and Email SLA daily / Agent Performance daily/Support Towers daily SLA report / Calls and Tickets SLA daily)
  • Response Management (Escalations and Feedback)
  • Major Incident Management (Process documentation / Communication with the client / War Room convener with support towers/ Get RCA after incident is resolved)

Support Technician

ALTRON Digital Business
01.2018 - 03.2020
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • Follow the SLA for issues with respect to the severity
  • Evaluate and prioritize customer support cases
  • Act as the primary liaison between company and your customers
  • Communicate and solve customers' problems via phone, email, live chat, and face-to-face meetings
  • Work with all internal groups, including support, sales, engineering, product management, and consulting
  • Providing technical support on remote-access systems
  • Active Directory user account creations, modifications, and disablements
  • Handling escalations received from the clients and management

Change Management Coordinator

ALTRON Digital Business
08.2017 - 12.2017
  • Complete change management assessments
  • Identify, analyze, and prepare risk mitigation tactics
  • Identify and manage anticipated resistance
  • Support and engage senior leaders
  • Coach managers and supervisors
  • Support organizational design and definition of roles and responsibilities
  • Coordinate efforts with other specialists
  • Integrate change management activities into project plan
  • Evaluate and ensure user readiness
  • Manage stakeholders
  • Track and report issues
  • Define and measure success metrics and monitor change progress
  • Support change management at the organizational level
  • Manage the change portfolio
  • Reviewing the change request, risk analysis, and impact evaluation before the decision is finalized
  • Evaluating the change impact and organizational readiness to limit potential risk
  • Built lasting relationships with clients through exceptional service delivery combined with a deep understanding of their unique needs resulting in increased repeat business rates.
  • Improved team productivity by promoting collaboration, training opportunities, and ongoing communication.
  • Managed key stakeholder relationships to ensure positive outcomes for projects while maintaining open lines of communication between all parties involved in the decision-making process.

Remote Support Engineer

ALTRON Digital Business
11.2016 - 07.2017
  • Install software
  • Solve technical issues
  • Provide customer service
  • Advise customer on software management
  • Troubleshot client issues and escalated tickets if needed or placed a service call if the matter was identified as a hardware concern; followed-up with clients to ensure satisfaction with action taken
  • Created Active Directory, Exchange, and BES users
  • Educated end-users on how to use applications
  • Authored and maintained documentation/specifications, including technical guides, and troubleshooting information
  • Performed remote installations, upgrades, and repairs using phone, online chat, and remote desktop software
  • Diagnosed operating system problems, repair all issues, and remove malware as defined by scopes of work
  • Adhere to policies as per corporate manuals and directives
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Implemented technical solutions to solve customer issues and increase satisfaction.

Service Desk Analyst

ALTRON Digital Business
03.2016 - 10.2016
  • Field incoming help requests
  • Escalate advanced requests
  • Ensuring user queries or issues are captured, validated, and triaged for further processing
  • Identify and diagnose issues and problems
  • Categorize and record reported queries and provide solutions
  • Escalate, if needed, unresolved problems to a higher level of support
  • Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
  • Delivering customer service through multiple channels including digital, self-service, and automated
  • Respond to common requests for service by providing information to enable fulfilment
  • Promptly allocates unresolved calls as appropriate
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.

Administrator: Exams

ALTRON Digital Business
02.2013 - 02.2016
  • Maintain a working knowledge of policies, practices, and procedures
  • Greet Examinees and verify identification
  • Identify and report problems occurring at the site
  • Resolve candidate and or building problems or report them to appropriate supervisor
  • Maintain confidentiality for clients
  • Protect security of all software and testing environment
  • Monitor environmental conditions and keep them within established limits
  • Operate computer equipment
  • Maintain office supplies
  • File report with corporate office for any occurrence which falls outside acceptable guidelines
  • Maintain office environment to Prometric corporate standards
  • Accept responsibility for special projects as assigned by manager
  • Coordinate standardized group and/or individual test administration; administers and/or coordinates academic, credentials/certification, entrance, psychological, and vocational interest testing

Education

High School Diploma -

Holy Family College
Parktown North, South Africa
04.2001 -

Skills

Windows OS Support

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Work Preference

Work Type

Full Time

Work Location

Hybrid

Important To Me

Work-life balanceCompany CultureFlexible work hoursCareer advancement

Languages

English
Bilingual or Proficient (C2)

Interests

Reading

Outdoor walking

Certification

ITIL V3

Timeline

Systems Administrator

ALTRON Digital Business
11.2023 - Current

Quality Assurance Administrator

ALTRON Digital Business
07.2023 - 10.2023

Team Lead

ALTRON Digital Business
05.2022 - 06.2023

Support Engineer

ALTRON Digital Business
04.2021 - 04.2022

Team Lead

ALTRON Digital Business
03.2020 - 03.2021

MCSE: Windows Mobility

10-2018

Support Technician

ALTRON Digital Business
01.2018 - 03.2020

Change Management Coordinator

ALTRON Digital Business
08.2017 - 12.2017

ITIL V3

04-2017

Remote Support Engineer

ALTRON Digital Business
11.2016 - 07.2017

Service Desk Analyst

ALTRON Digital Business
03.2016 - 10.2016

Administrator: Exams

ALTRON Digital Business
02.2013 - 02.2016

High School Diploma -

Holy Family College
04.2001 -

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Lindani ButheleziSystems Administrator