Mapula Motau

• Implemented, developed and tested installation and update of file servers, print servers and application servers.
• Installed and configured network printers and other peripheral devices.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Analyzed network traffic and performance metrics to optimize system performance.
• Diagnosed and resolved hardware and software issues.
• Researched and recommended new technologies and strategies for improving system performance.
• Monitored networks and network devices to resolve technical problems quickly.
• Evaluated software products to determine compatibility with existing systems.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Diagnosed and executed resolution for network and server issues.
• Identified and resolved network congestion issues and bottlenecks.
• Lead and manage a team of NOCC operators and technicians.
• Assign tasks, set goals, and provide guidance to team members.
• Conduct performance evaluations, provide feedback, and implement training of interns and learners for skills transfer.
• Coordinate with internal teams and external service providers to address network problems promptly within the SLA.
• Generate monthly reports on network performance and incidents for both clients and management within the organization.
• Analyze network data to identify trends, recommend improvements, and optimize network performance.
• Develop and oversee processes within the NOCC for network-related changes, ensuring minimal disruption to operations.
• Develop and implement incident management procedures to ensure smooth resolution of network-related incidents.

• Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
• Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
• Learned and implemented new software testing procedures.
• Purchased, setup and installed new computers.
• Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
• Worked with various systems, software and peripherals and various types of games.
• Obtained and evaluated information about new systems, peripherals and software technology.
• Offered assistance in implementing and developing training programs.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Researched and identified solutions to technical problems.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Created user accounts and assigned permissions.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Installed, configured and maintained computer systems and network connections.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed and configured operating systems and applications.
• Configured and tested new software and hardware.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Tested new software and hardware prior to deployment.

• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound call center.
• Increased customer satisfaction ratings to 90%.
• Researched and identified solutions to technical problems.
• Created user accounts and assigned permissions.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Configured and tested new software and hardware.
• Tested new software and hardware prior to deployment.
• Installed, configured and maintained computer systems and network connections.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Diagnosed and troubleshot hardware, software and network issues.
• Developed and implemented training initiatives for new hires.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.

National Certificate in Computer Science

National Certificate: Marketing Management 2000 - 2002