Summary
Overview
Work History
Education
Skills
Accomplishments
Goals
Ee
Acquired Certifications And Trainings
Licence
Personal Information
Volunteer Experience
References
Timeline
Generic

Mapuleng Koloba

IT Support Analyst Team Lead
Cape Town

Summary

Mapuleng Gift Koloba is an ambitious individual aspiring to become an IT Operations General Manager and or a Chief Support Engineer. Holding a National Diploma in System Development from PC Training and Business College, With over eight years of practical experience as a Support Analyst Team Lead, System Developer, Customer Service Assistant, System Support & Networking, SharePoint Developer, WordPress Developer and a Support Engineer. Mapuleng is confident that the hands-on experience gained, coupled with the knowledge acquired during studies and fieldwork, has equipped Mapuleng to make a valuable contribution in the fields of Support Engineering, IT and System Development. Armed with a solid foundation in System Development, Mapuleng is always prepared to apply skills and knowledge to achieve optimal results in any given task. Eager to gain more experience and further refine skills to progress in a career, Mapuleng is a self-motivated and goal-oriented individual. Guided by a belief in uplifting and empowering others through the wealth of knowledge and experiences amassed over time. Mapuleng seeks to make a positive impact in professional endeavors.

Overview

9
9
years of professional experience
3
3
years of post-secondary education

Work History

Support Analyst Team Lead

29 Forward
Cape Town
05.2021 - 03.2023
  • Performed 1st 2nd and 3rd line incident resolution procedures Utilizing ETL methodologies
  • Generated daily report for client and corrected any system faults
  • Oversaw and trained staff of six employees
  • Utilized strong analytical skills to troubleshoot complex software problems, resulting in 20% reduction in recurring issues
  • Used Jira to manage tasks and communicate with clients for solving urgent (P1) and high-priority (P2) issues
  • Utilized Oracle for remote SQL queries to address client concerns
  • Collaborated with cross-functional teams to implement solutions that enhanced system performance.
  • Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
  • Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
  • Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates
  • Reduced downtime with proactive monitoring and troubleshooting of critical systems
  • Utilized ticketing system to track customer requests and prioritize urgent needs

System Developer

Altron Bytes
Cape Town
12.2019 - 12.2020
  • Streamlined and optimized AWS operations, managing AWS VPC, Amazon EC2, Amazon S3, and Cloud Front infrastructure
  • Reduced deployment time by 50% and achieved 99.9% up-time for critical services
  • Managed Ops-related work on AWS including VPC, EC2, S3, Cloud front.

Customer Service Assistant

Home Affairs
Cape Town
09.2018 - 10.2019
  • Provided exceptional support during peak hours as well as holidays and special events
  • Handled high call volume while maintaining professional demeanor and ensuring timely resolutions
  • Demonstrated empathy towards customers during difficult situations while remaining composed under pressure
  • Developed strong relationships with customers, establishing trust and loyalty through attentive service
  • Collaborated with team members to improve overall customer experience and boost company reputation
  • Participated in regular team meetings to share ideas for improvement and stay informed about updates within company or industry trends impacting customers needs
  • Reduced wait times by efficiently managing multiple tasks simultaneously without compromising quality of service
  • Managed over 50 customer calls per day.

System Support and Networking

EOH
Cape Town
05.2018 - 07.2018
  • Conducted training on internal systems, local procedures, and other technical subjects for company employees
  • Supervised group of 20 people
  • Conducted thorough analysis of network infrastructure, identifying bottlenecks and implementing solutions to enhance performance
  • Provided end-user support by diagnosing and resolving software and hardware problems promptly
  • Conducted training sessions for staff on troubleshooting common issues, empowering them to resolve minor problems independently
  • Collaborated with cross-functional teams to address complex technical challenges, ensuring comprehensive and effective troubleshooting approach
  • Escalated unresolved issues to appropriate levels while providing detailed information for efficient resolution
  • Successfully diagnosed and resolved system and network issues remotely, providing efficient support for geographically dispersed teams.
  • Provided remote support services to clients experiencing technical issues, resolving problems quickly and efficiently without need for on-site visits
  • Improved customer satisfaction by providing timely and effective technical support via phone, email, or in-person visits

SharePoint and WordPress Developer

Sompisi IT Solutions
Cape Town
06.2017 - 04.2018
  • Maintained high degree of user service for all support queries and adhere to all service level agreements
  • Attended weekly team meetings and updated any open issues and updated on any escalation
  • Provided training sessions to clients on how to effectively manage their WordPress sites independently, empowering them to take control of their online presence
  • Maximized site performance with regular updates, security measures, and optimization techniques
  • Enhanced website functionality by implementing custom WordPress themes and plugins
  • Utilized API integrations to enhance website features and provide users with seamless experience across various applications
  • Improved client satisfaction by providing timely maintenance and troubleshooting support for WordPress sites
  • On average there were 5 to 10 new users being on-boarded during peak growth.

SharePoint Developer

Isibani
Polokwane
03.2015 - 03.2016
  • Managed new user on boarding training and off-boarding including accounts creation and security access levels
  • Identified and resolved technical issues and/or researches and recommended effective solutions.
  • Developed responsive UI designs using HTML, CSS, JavaScript/j Query for enhanced user experience across multiple devices
  • Provided training for end-users on utilizing SharePoint features effectively for optimal collaboration within their teams
  • Collaborated with IT team members on system upgrades and migrations, ensuring minimal downtime while preserving data integrity
  • Migrated existing content from legacy systems onto new SharePoint platform without disrupting ongoing business operations
  • Improved SharePoint functionality by developing custom web parts and application pages
  • Increased sales by 10%

Support Engineer

ATTI
Polokwane
02.2014 - 02.2015
  • Implemented efficient active directory and office 365 account administration practices, resulting in 30% reduction in user access issues and 25% decrease in password reset requests
  • Improved overall system security and user satisfaction
  • Diagnosed and troubleshooted system and network problems and provided solutions for hardware and software faults.
  • Reduced response times by prioritizing urgent requests and escalating issues when necessary
  • Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods
  • Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues

Education

Information Technology Diploma - Information Technology

PC Training And Business College
Polokwane
01.2011 - 12.2013

Skills

Data Management

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Accomplishments

  • Identified and resolved technical issues:, providing effective solutions and maintaining high levels of user satisfaction.
  • Resolved Various Hardware and Software Issues: Demonstrated proficiency in diagnosing and resolving hardware and software issues, contributing to improved system stability and user satisfaction.
  • Streamlined and Optimised AWS Operations: Managed AWS infrastructure to achieve significant improvements in deployment time and uptime for critical services, enhancing operational efficiency.
  • Provided High-Quality Customer Service: Handled customer inquiries, complaints, and escalations efficiently, ensuring high levels of customer satisfaction in a high-volume government environment.

Goals

  • To advance to higher-level positions within the organisation or transition into different areas of IT, such as project management, system administration, or cybersecurity.
  • To pursue certifications, attend technical training sessions, or participate in online courses to strengthen my technical expertise.
  • To take an active role in mentoring and coaching junior team members to help them grow and develop their skills.

Ee

Black Female

Acquired Certifications And Trainings

  • Microsoft Specialists.
  • Microsoft Certified Solutions Associate Web Applications.
  • Microsoft Certified Professional.
  • Microsoft Certified Solutions Expert Private Cloud.
  • Microsoft Certified Solutions Associate Windows Server 2012.
  • Microsoft Certified Solutions Associate Window Server 2016 Charter Member.

Licence

Code 10-C1

Personal Information

Nationality: South African

Volunteer Experience

Xerox, IT Support Volunteer, 07/2012 - 12/2012, Provided technical support and assistance to Xerox beneficiaries or target audience Assisted in troubleshooting hardware and software issues, including computer setup, software installation, and basic troubleshooting. Collaborated with other volunteers and staff members to deliver effective IT solutions and support services. Conducted training sessions or workshops to educate users on basic computer skills and digital literacy.

References

Available upon request

Timeline

Support Analyst Team Lead

29 Forward
05.2021 - 03.2023

System Developer

Altron Bytes
12.2019 - 12.2020

Customer Service Assistant

Home Affairs
09.2018 - 10.2019

System Support and Networking

EOH
05.2018 - 07.2018

SharePoint and WordPress Developer

Sompisi IT Solutions
06.2017 - 04.2018

SharePoint Developer

Isibani
03.2015 - 03.2016

Support Engineer

ATTI
02.2014 - 02.2015

Information Technology Diploma - Information Technology

PC Training And Business College
01.2011 - 12.2013

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Mapuleng KolobaIT Support Analyst Team Lead