Mfiki Mdiyana
Cape Tonw
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
Work History
REQUEST MANAGEMENT / SERVICE DESK ANALYST
Computacenter UK
Cape Town
12.2021 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
TECHNICAL HELP DESK SUPPORT
On The Ball College
Cape Town
05.2016 - 12.2016
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Technical Support Assistant
2KO International College
Cape Town
01.2015 - 04.2016
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices.
- Assisted in creating user-friendly tutorials and online resources, empowering customers to solve minor issues independently.
- Reduced response times for support tickets by streamlining the troubleshooting process.
- Maintained high levels of customer satisfaction through regular follow-ups and proactive communication.
- Navigated multiple systems simultaneously during customer interactions, ensuring accurate information was provided at all times.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
Education
National Diploma - Public Relations, Advertising, And Applied Communication
Cape Peninsula University of Technology
Cape Town, South Africa12.2019
National Certificate NQF LEVEL 4 - Technical Support
2KO International College
Cape Town, South Africa01.2015
National Certificate NQF LEVEL4 - System Support
2KO International College
Cape Town, South Africa01.2015
Skills
- ITIL Knowledge
- Remote Technical Support
- Incident Management
- Client Relationship Management
- Remote Support
- Client Relations
- Hardware troubleshooting
- Technical Support
- Hardware support
- Software Support
- Performance Assessment
- System Administration
- Database Management
- Documentation
- Escalation management
- Customer Service
- Hardware and Software Repair
- Interpersonal Skills
- Teamwork and Collaboration
- Help Desk Support
- Problem-Solving
- Highly Professional
- Technical Troubleshooting
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Hardware Configuration
- Computer Diagnostics
- Software Evaluation
- Software diagnosis
- Device Installation
- Application support
- Staff education and training
- Incoming Call Management
- Technical issues analysis
Timeline
REQUEST MANAGEMENT / SERVICE DESK ANALYST
Computacenter UK
12.2021 - Current
TECHNICAL HELP DESK SUPPORT
On The Ball College
05.2016 - 12.2016
Technical Support Assistant
2KO International College
01.2015 - 04.2016
National Diploma - Public Relations, Advertising, And Applied Communication
Cape Peninsula University of Technology
National Certificate NQF LEVEL 4 - Technical Support
2KO International College
National Certificate NQF LEVEL4 - System Support
2KO International College