Lucy Tolo

I am a Talented IT Professional with 10 years of Diverse Experience. seeking a position in “any” industry with a company that can appreciate a candidate with a “can-do” attitude and has a strong desire and interest in a Multi-Tasked and Talented Professional who is Solution-Oriented, Challenge-Driven, Team-Spirited, and able to work alone as well as with a team, with the ability to learn new tasks at an accelerated pace. I am in search of an organization where I can utilize my experience to help evolve a young company or maintain a mature organization. With ever- changing technologies and a constant fluctuating market where success depends on skill, discernment, and leadership, I am sure to be an asset to any organization.

• EOH Managed, Services Public Sector, August 2015-August 2019, Contract ended, SASSA, Supporting SASSA users on errors that they get on applications and systems like MIS, VPNC, printers, desktop, Laptop, Socpen, Email, GroupWise, Reset passwords., Logging calls on Remedy, updating and doing follow up on calls., Prioritizing calls, managing SLA requirements, transferring users to Remote desktop engineers, dispatching technicians, escalate calls., Creating new users’ profile on the system, Managing SLA, Prioritizing Calls and Categorizing, Reset password on Active Directory and Oracle, Resolving Calls, Escalating calls, Transferring to Field Support Engineer, Troubleshooting, Logging Calls on Oracle Systems, Reset password on Active Directory and Oracle, Remote Support, updating and doing follow up on calls.
• MTN, Service Desk Operator, January 2014 - March 2015, Contract ended, Resolve customer complaints via phone, email, mail, or social media., Use telephones to reach out to customers and verify account information., Greet customers warmly and ascertain problems or reason for calling., Cancel or upgrade accounts., Assist with placement of orders, refunds, or exchanges., Advise on company information., Take payment information and other pertinent information such as addresses and phone numbers., Answer questions about warranties or terms of sale., Suggest solutions when a product malfunctions., Handle product recalls., Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network, Assist in user / hardware movement and branch relocations
• Tshukudu IT Services, Desktop Support Technician, July 2011 – September 2012, Short-term employment, Security of all technology, Install and maintain passwords, Input and maintain IP addresses, Advise staff of security breach and / or change in password or security status, Ensure installation of lock out programs, Identify and prepare hardware for disposal when appropriate, Ensure hardware is stripped and secured before disposal, Ability to prioritize, Manage and perform under pressure to meet SLA’s, Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications, Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment, Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment, Customize desktop hardware to meet user specifications and site standards, Performs work in compliance within specified warranty requirements, Returns defective equipment / parts to maintenance inventory, documents customer repairs, Maintains and restocks assigned parts inventory to insure proper spare parts levels, Safely package equipment for branches and arrange for the transport of the equipment, Windows XP, Windows 7, Windows 2000/2003/2008 experience
• GTL Networks, Data capture, October 2012- January 2013, Contract ended, Prepare source documents by compiling and sorting information according to specific instructions provided, Verify accuracy of data from designated sources before entering it into the system, Locate and correct any visible data errors by confirming its integrity with supervisors, Punch information into predesigned databases or systems and double check information to make sure it has been accurately punched in, Take and service orders for data updating and deletion by carefully and meticulously following orders, Combine and rearrange data from source documents and transcribe given information into electronic formats, Scan documents such as forms and photographs and ensure that they are associated with other pertinent data within the system, Check all completed work for accuracy and change any field that requires editing, Delete incorrectly posted or obsolete data and re-enter correct information, Identify, label and organize electronic storage media and ensure that both security and confidentiality is maintained on a constant basis

• CompTIA (A+)
• CompTIA (N+)
• End User Computing
• Analytical Techniques
• Client Network Operating
• Talent Management Solution – 2011
• ITIL V3 Foundation – 2016
• ITL 2011 Edition Overview
• ITIL 2011 Intermediate level: Operational Support and Analysis
• MCSA And MCSE
• EOH-Soft Skills Training-2010
• Prince2
• Office 365 end-user

2003 Server, 2000 Server, Windows 8, 7, 2000, XP,10,11, Remedy, MS Office, Adobe, solved direct, snow, Manage Engine,ITSM Remedy, Microsoft Internet Explorer, Firefox, Opera, Chrome and others., MS Outlook, MS Exchange, Open Mail, SMS, PC Anywhere, Remote Desktop32, Team viewer, Adobe Illustrator and Photoshop, Flash, HTML, DHTML, JavaScript, Lexmark, Ricoh, Info print, Zero, IBM, Hewlett Packard, and Fujifilm

Languages Afrikaans,Sepedi,xhosa,zulu,Ndebele,Tsonga

Mentoring and coaching. Leadership and a willingness to improve performance in others.

Volunteering. I have experience as a team leader in my department