Maite Carol Ramodike
Pretoria
Summary
I am an IT assertive with 9 of years’ experience in ICT industry under Management roles ,Java Development, Call Centre, Help Desk, Desktop Technical Support ,System Administration, System Support Engineer and currently an ICT Operational Service in UCC, I am versatile in Customer Support Service, Taking Initiative ,Effective Communication, Enthusiasm, interpersonal and Problem solving Skills, previously i have been awarded as the most customer focused employee in meeting the Sla and Ola and ensuring Customers Satisfactory, I have national diploma from Richfield Graduate Institute of Technologies and currently studying towards my Bsc Hon in IT its completed however still with the Institution due to finance, and I have tenacious and Proactive approach to my work and I am excellent in working with others to achieve a certain objective on time with excellence and sharing knowledge with the team.
Reliable System Support Engineer with comprehensive experience in providing technical support, diagnosing system problems, and implementing effective solutions. Possess strong skills in troubleshooting software issues, managing server infrastructures, and enhancing system performance. Committed to improving network efficiency and achieving customer satisfaction through seamless system operations. In past roles, have successfully reduced downtime, improved system functionality, and enhanced end-user experience.
Overview
11
11
years of professional experience
Work History
System Support Engineer
MTN
06.2023 - Current
- Ensuring the operational on Cloud and security platforms(SDWAN)
- Mentor junior engineers and contribute to a culture of knowledge sharing
- Ensuring compliances on all the devices with organisation via RPS
- Collaborating with cross functional team to ensure successful ucc integration within the business Systems
- Support and maintain Yealink and Polycom ip phones and related infrastructure
- Providing advanced troubleshooting and diagnostics using relevant tools
- Configure troubleshooting systems using Ribbon, Smartcare, OCOM, Broadworks, Hosted Pbx, netaxis selfcare portal and apio
- Provisioning and manage UCC Solutions including Sip trunk, HPBX, MPBX, Hunt lines, Ms Teams connect and direct connect, Webex, Call Recording and Mobile Number porting
System Support Engineer
ABSA
02.2021 - 05.2023
- Coordinating all the incoming requests in a form of phone calls, emails and tickets logged to the IT service desk Providing consultation and advise of the new specific method
- Ensuring the ongoing availability within the SLA requirements
- Cloud Migration for Mailboxes, OneDrive, Sharepoint and Teams(Quest, Azure and AWS)
- Post migration policy enforcement and security hardening
- Supporting for hybrid and full cloud Environments
- Licensing, identity and compliance configuration
- Managing centralized data and Cloud Services
- Liaise with users on request/faults and vendors
- Monitoring and regular update of network devices and operating system
- Provisioning license on SharePoint, office 0365 and Citrix
- Configure and maintain database servers and processes
- Maintaining IT asset register and compile technical reports for asset disposals to Ensure high levels of performance, availability, sustainability, and security
- Analyze, solve, and correct issues in real time
- Provide suggestions for solutions
- Participating in Research and development related to product usage
- Refine and automate regular processes, track issues, and document changes
- Perform scheduled maintenance and support release deployment activities after hour
Service Delivery Manager
Southern Power Maintenance
07.2020 - 02.2021
- Managing the help desk and technical team and evaluate performance.
- Ensuring customer service is timely and accurate daily.
- Recruiting, training and supporting help desk representatives and technicians.
- Set specific customer service standards.
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establishing best practices through the entire technical support process.
- Following up with customers to identify areas of improvement.
- Developing daily, weekly, and monthly reports on help desk team's productivity
- Provide customer feedback to the appropriate internal teams, like product developers.
- Effectively managing, developing, and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented
- Conducting and sharing results from service and operation performance reviews.
- Promoting the service desk with senior management and working to ensure that it is
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
- Being aware of and managing the costs of running the service desks.
- Provide best quality in all deliverables to our clients, follow guidelines of the existing
Service Desk Manager
Worley
12.2019 - 06.2020
- Rendering ICT service desk administration and support
- Coordinating Monitor system's health and performance
- Logging calls on Snow
- Receiving calls from Clients
- Resolving and addressing the request within a minimum number of tickets
- Providing Consistent feedbacks to Customer
- Monitor wide and local area networks. Detect and repair faults on LAN/WAN, PC’s, peripherals, network points and software
- Resetting the password
- Provisioning license on SharePoint and office 0365
- Setting up Multifactor Authenticator
- Rerouting the calls to branches as per users’ location (Site)
- Ensuring the ongoing availability within the SLA requirements
Team Lead Desktop Support Technician
City of Tshwane
07.2018 - 12.2019
- Perform remote troubleshooting.
- Help new employees set up their workstations.
- Manage ICT security infrastructure operations
- Managing development of ICT security policies, norms, standards, procedures, framework and compliance
- Manage the identification of current and potential legal, regulatory issues, cyber security and assess impact
- Manage ICT security threat monitoring and reporting service
- Provide effective people and financial management
- Maintain and upgrade equipment as needed.
- Train new employees to use a company's software and apps.
- Work with existing vendors to evaluate new technology.
- Rendering Local Area Network (LAN) and Wide Area Network (WAN) administration and support.
- Assisting with uploading of content on to the website, and basic development(intranet)
- Respond to ad hoc and urgent requests.
- Advise executives on the best technological solutions for an organization.
- Monitor the performance of a company's desktop infrastructure and provide suggestions to improve efficiency.
- Test, install and set up application programs on user workstations.
- Test network connections.
- Train end users when new software or IT regulations arrive at a company.
IT Help Desk 1st line and 2nd line Support
NHBRC
10.2017 - 07.2018
- Providing End-user support
- Attend to incidents logged through the service desk as self service
- Performing network troubleshooting and support on Applications and hardware
- Maintaining user accounts and computer accounts(Audit)
- Maintain IT asset audit compile technical reports for faulty IT equipment for replacement and stock counting
- Assist in management of Service Desk and Desktop support function services
- Setup user account on desktop and laptop (mailbox and windows)
- Unlocking of password using Admin Pack
- Setting up desktop, printers, and data projectors
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Improves client references by writing and maintaining documentation.
- Participates in development of client training programs by identifying learning issues and recommending instructional language.
- Accommodates client disabilities by recommending devices and techniques.
- Improves system performance by identifying problems and recommending changes.
System Administrator Support
City of Tshwane
11.2016 - 10.2017
- Installing and configuring software and hardware
- Manage ICT Network and Data Infrastructure
- Manage the ICT Service Management center.
- Manage stakeholder relations relating to infrastructure and give strategic advice to management
- Manage network servers and technology tools
- Set up accounts and workstations
- Monitor performance and maintain systems according to requirements
- Troubleshoot issues and outages
- Ensure security through access controls, backups and firewalls
- Upgrade systems with new releases and models
- Develop expertise to train staff on new technologies
- Build an internal wiki with technical documentation, manuals and IT policies
Junior java developer
Jumpco software labs
10.2015 - 09.2016
- Manage the development of the Test Strategies and Test Plans
- Manage and facilitate the analysis, design, execution and quality assurance process;
- Manage and maintain the quality assurance environments and testing tools/ software; Manage service level agreement/ service provider
- Provide effective people management
- Designing deep insight of Java and JEE internals such as memory management, transaction management, etc.
- Contribute in all phases of the development lifecycle.
- Writing well designed, testable, efficient
- Ensuring designs that are in compliance with specifications.
- Preparing and produce releases of software components.
Education
Bachelor of science Honours - IT
Richfield Graduate Institute of Technology
Diploma in System Development -
Richfield Graduate Institute of Technology
Higher Certificate - IT
Richfield Graduate Institute of Technology
Grade12 -
Ramatau senior secondary school
Skills
- SLA conformance
- User satisfaction
- Executive presence
- Cost management
- Resource utilization
- Service desk manager interactions with other service management process areas
- Change management
- Release management
- Major incident management
- Problem management
- Service strategy
- Managing multiple priorities
- Ability to work well with people and express empathy
- Applying conflict-management skills
- Prioritizing the work of others
- Assessing the impact of a situation
- Communicating with executives & business stakeholders
- Data-driven decision-making
Personal Information
- Available: Open to negotiate
- Willing To Relocate: 1
- Date of Birth: 08/09/93
- Gender: Female
- Nationality: South Africa
- Driving License: C1 (Own vehicle)
Certificates
.Process Analysis and process Management
February 2026
Microsoft UCC 721 unified communications
January 2026
Cloudflare
2025
Introduction to cloudflare
Introduction to cloudflare mail security
Introduction to cloudflare zero Trust
CDW learning Journey how to position cloudflare
Microsoft Azure Administrator
Microsoft 365 messaging Administrator
ITIL foundation version 4
Remote work and virtual Collaboration
Fortunately 1&2 Network security Association NSE institude
References
- Andre Schroder, 083 212 9740, andre.schroder@mtn.com, MTN
- Walter Ndlovu, 0768703396, Ndlovuwz@gmail.com, Absa
- Sipho Masina, 0799882876, Siphosmasina@gmail.com, City of Tshwane
- Nhlanhla Tibane, 0760753676, nhlanhlatibane@gmail.com, Jumpco
Timeline
System Support Engineer
MTN
06.2023 - Current
System Support Engineer
ABSA
02.2021 - 05.2023
Service Delivery Manager
Southern Power Maintenance
07.2020 - 02.2021
Service Desk Manager
Worley
12.2019 - 06.2020
Team Lead Desktop Support Technician
City of Tshwane
07.2018 - 12.2019
IT Help Desk 1st line and 2nd line Support
NHBRC
10.2017 - 07.2018
System Administrator Support
City of Tshwane
11.2016 - 10.2017
Junior java developer
Jumpco software labs
10.2015 - 09.2016
Bachelor of science Honours - IT
Richfield Graduate Institute of Technology
Diploma in System Development -
Richfield Graduate Institute of Technology
Higher Certificate - IT
Richfield Graduate Institute of Technology
Grade12 -
Ramatau senior secondary school