Summary
Overview
Work History
Education
Accomplishments
Certification
Timeline
Generic
MDU J NXUMALO

MDU J NXUMALO

Technical Escalations Analyst
Johannesburg

Summary

To whom it may concern It is the great enthusiasm and pleasure to apply for a job to this reputable and leading information technology company. I have a passion and a goal to work and improve at your company and fulfill my career path. I will consider myself suitable and competent because I am CompTIA and Microsoft Qualified and I have knowledge of computer models, components and functionalities as well as software installation and upgrade. I build computer from the beginning and come up with good functioning sys tem that can be issued to clients and I have got excellent troubleshooting skills. In networking through CCNA I have been equipped with skills to install switches. Routers, hubs bridges and structured cabling in small, medium to large offices. I am a hard worker, responsible, team pl ayer, have good communication skills and willing to learn at all the time. That helps me to display inn ovation in any working environment, it also enables me to develop my interpersonal skills. I have proven troubleshooting and maintenance skills; I am a critical thinker; I have highly developed quality verbal and written communication skills. I am customer orientated I have good time management skills and work with little or no supervision; I have ability to work within a team. I cope effectively in a highly pressured environment; I have sound reporting skills. I am driven and sel f-motivated, I can work extended hours daily. Any business can comfortably count on me. I have bee n working in an Information Technology sector for the past 7 years, therefore I know ins and outs of the Network IT business expertise. I thank you for your cordial anticipation, Yours sincerely MJ Nxumalo. 9 _________________________________________________________________________________ I therefore declare that the information rendered is true and correct in every aspect and that I have not withhe ld any information that may be important to perspective employer when considering this application and that I understand this statement made by me. I acknowledge and accept that any incorrect or false statement made prior to my engagement, in the application by me may result in my summary dismissal. I agree that any of the r eference mentioned by me above my above prejudice to them, reveal any information about myself that a pro spective employer deems necessary in its own interest. I understand it is a condition of the verification organiz ation suppliers that this information is furnished sorely for the purpose of my proposed / continuation of empl oyment via the offices of BOS and that any information that is furnished to BOS and the verification organizatio n will be disclosed to me before the decision is made on my continued employment or application for employ ment. I hereby grant permission to BOS to submit my CV

Overview

17
17
years of professional experience
5
5
Certifications
1
1
Language

Work History

IT Group/Specialist

Lauzent
Johannesburg
06.2008 - 02.2012
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.

Network cabling engineer/Technician

Vorna-Vally Midrand

Senior Site leader

KPMG

ISP technical support engineer, Contact person, Supervisor

Frans Sengakane
  • Contact number : 011 759-7000 / 083 427 8351
  • Email address : tshepos@dsg.co.za
  • Supporting Routers Both Business and consumer
  • I Install, configure and maintain the below routers
  • D-Linkrouter Netgear router Billion routers Tenda router Space-Com router Linksys Cisco router Belkin router Duxbury router Duo-Plusrouter HP router TP Link router Trend-net router Huawei router Zyxxel router BT Voyager router Gigabit router “And many more consumer routers” 5
  • Duties : Both telephonic and physical WAN/Router installations,
  • Domain Registrations, Domain Hosting, Microsoft CRM admi nistration, : FTTH lines management, recreating and reporting to Fibre Li ne Providers if necessary
  • Using VUMATEL monitoring tool c alled QuickBase
  • Accounts worked on : Vitality Broadband, Incredible Connection Broadband,
  • PLuGG Broadband, IS Broadband, Standard bank Broadband,
  • IS Ignite, Channel.IS Ignite, MWEB essentials, Sure swipe, allConnect (Pearson, Alexandre Forbs, Premier Foods and
  • Dimension Data)

FTTH technical support engineer

Cool Ideas, CISP
03.2023
  • Contact person : Divian Moodley (Support manager)
  • Contact number : +27 72 222 1929
  • Email address : divian moodley@coolideas.co.za
  • I got promoted to : Team Leader position

Technical Escalations Analyst

Cool Ideas
Johannesburg
02.2020 - Current
  • Key Performance Area Performance Outputs
  • Relationship and Operational
  • Access all tickets open to identify proactively which should be escalated (Daily)
  • Maintain relationship with the Support departments and Technical teams at the 3rd party suppliers
  • Articulate and communicate information effectively to the support department, 3rd party suppliers and Management
  • Research complex issues and provide written solutions to be uploaded to the Knowledge base
  • Provide timely updates for both Internal and External customers
  • Report any risks and trends to the relevant departments
  • Proactive manage risks with regards to escalations
  • Updating and maintaining escalation process records at each stage,
  • Call all customers as soon an escalation is received to ensure confidence is installed in them
  • Engage senior technical personnel or team leader when critical problems arise
  • Effective Self-management
  • Follow through to ensure that personal quality and Productivity standards are consistently and accurately maintained
  • Demonstrate consistent application of internal procedures 6
  • Effective Technical Support
  • Support and provide feedback for all escalated queries that has followed the escalation process
  • Provide technicians and team leaders feedback after successful resolution of tickets
  • Assist team leaders, other internal departments, and peers by handling escalated tickets
  • Ensure trends is picked up in an acceptable manner and timely manner
  • Follow escalation matrix and report any non-adherence to the appropriate manager
  • Service Metrics Trending
  • Provide report of issues dealt with weekly to Manager (excel report)
  • Provide trending reports issues per FNO monthly (SLA breach report)
  • Compile common issues report and solution for it that could be followed by Tier 2 (Monthly)
  • Provide solution on how we can resolve tickets faster
  • Compile a report of escalated tickets on a weekly basis, Valid and invalid escalations
  • Improvements
  • Work with Technical teams, team leader and other personnel to identify service improvements
  • Problem Management
  • Detect patterns of issues, and coordinate with staff regarding persistent problems
  • Analyze reports for trends of issues and proactively find solutions and work arounds for them
  • Update Knowledge base with new or updated workarounds :
  • Personal capabilities
  • Can self-manage
  • Analytical thinking and acute troubleshooting and fault-finding abilities
  • Ability to self-learn and develop one’s own skills
  • Ability to thrive in high pressure, fast paced and deadline driven environment
  • Innovative and proactive
  • Team player has diplomacy and tact
  • 7
  • Key Performance Areas (KPA's) & responsibilities
  • Provisioning, installation and troubleshooting of routers, switches and related equipment
  • Diagnosis and resolution of L1/2/3 network issues
  • Monitoring and troubleshooting of transit and peering circuits
  • Monitoring and reporting for billing
  • Working on and responsibility for projects 1st line support to other departments and customers including ADSL and network support
  • Adhere to the business and change control processes
  • Performing routine audits of systems and software
  • Responsibility for documenting the configuration of the system
  • System performance tuning and optimization.

technical support agent

01.2018
  • Responsibilities : Managing both Tier 1 and Tier 2,
  • Reporting directly to the general manager for any issues encountered by both myself and my team members
  • Managing roster daily
  • Assisting on all the complex technical related issues the team is struggling with.

Desktop Support engineer

Corner Bree and Simmonds
07.2009 - Current
  • Repairing, configuring and upgrading Laptops, and desktop
  • Computers, specializing in networking, pc software and
  • Hardware installations using IT business criteria standard., Johannesburg (CBD) Standard bank building

Dealer, Site Leader

08.2006 - 11.2013
  • Areas working on : Office area, Data Centre/Server room, Room,
  • Coms Room, computer workshop and PABX room
  • Last site worked at : Standard bank (CIB Rosebank) as a Network engineering
  • Previous sites worked at : Wits University, ), Metropolitan
  • JHB & PTA, NHLS Edenvale
  • Alexander Forbes, Adcop, CCMA, JRA, Cash Centre, landscape/external manholes fibre routing etc
  • Standard bank head office (as network engineer for 2 years)
  • Merchants, Vodaworld head office (Technician)
  • Deloite and torch, JP Morgan, AON (Sandton head
  • Office) Macquarie Bank, Investec, Internet solutions (IS)

Education

Call Centre Administration (Certificate) Module Covered : Introduction to Computing Microsoft (Word, Excel) Behavioral Skills -

Call Centre Administration - undefined

PC training and business collage - undefined

A+ Computer Essential and Practical Application - undefined

course : Microsoft Certified Professional (MCP) - undefined

IT Systems engineer (international certificate) - undefined

Service Technician (IT Support - undefined

Network+: (Network Essentials) - undefined

Network engineer/ Network administrator And studying towards Microsoft - undefined

Administering Windows Server 2012 (70-411) - undefined

01.1970 - undefined

Configuring Advance Windows Server 2012 (70-412) - undefined

Designing and Implementing Server 2012 Infrastructure (70-413) - undefined

Implement an Advance Server 2012 Infrastructure (70-414 - undefined

Server Administrator certificate (IT Support - undefined

Server administrator (System engineer) - undefined

Accomplishments

  • Telephone : (011) 333-7132 / 7134
  • Fax : (011) 333-7109
  • Name of institution : PC & business Training
  • Studying towards : CCNA (CISCO)
  • Modules : ICND1 2.0 and ICND2 2.0
  • Qualify as : Cisco certified Network Associate
  • Name of institution : ADC Krone/TE connectivity (enterprise networks)
  • Name of the course : Network Structured Cabling installation and maintenance
  • Qualification : Network cabling engineer
  • Year of completion : 2009
  • Location : Midrand (Kyalam}

Certification

Name of Institution : Sizimele High School

Timeline

FTTH technical support engineer

Cool Ideas, CISP
03.2023

Technical Escalations Analyst

Cool Ideas
02.2020 - Current

technical support agent

01.2018

Desktop Support engineer

Corner Bree and Simmonds
07.2009 - Current

IT Group/Specialist

Lauzent
06.2008 - 02.2012

Dealer, Site Leader

08.2006 - 11.2013

Network cabling engineer/Technician

Vorna-Vally Midrand

Senior Site leader

KPMG

ISP technical support engineer, Contact person, Supervisor

Frans Sengakane

Call Centre Administration (Certificate) Module Covered : Introduction to Computing Microsoft (Word, Excel) Behavioral Skills -

Call Centre Administration - undefined

PC training and business collage - undefined

A+ Computer Essential and Practical Application - undefined

course : Microsoft Certified Professional (MCP) - undefined

IT Systems engineer (international certificate) - undefined

Service Technician (IT Support - undefined

Network+: (Network Essentials) - undefined

Network engineer/ Network administrator And studying towards Microsoft - undefined

Configuring Advance Windows Server 2012 (70-412) - undefined

Designing and Implementing Server 2012 Infrastructure (70-413) - undefined

Implement an Advance Server 2012 Infrastructure (70-414 - undefined

Server Administrator certificate (IT Support - undefined

Server administrator (System engineer) - undefined

Administering Windows Server 2012 (70-411) - undefined

01.1970 - undefined
MDU J NXUMALOTechnical Escalations Analyst