MK Mkoko

• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Dealing with escalations from stake holders and user base.
• Report writing and documenting technical solutions via Service Now Knowledge Base
• Providing Support on escalated queries
• Providing AD Administration Support ( Cloud and On Prem)
• Providing Advance O365 and Azure Identity Access Support.
• Collaborated with vendors to locate replacement components and resolve advanced problems

Adherence to ticket logging / tracking management process and procedures according to all work instructions.

Responsible for actively driving the FCR (first call resolution) to a high level/standard and promoting improved customer experience.

Ensure that data logged on all tickets/tasks are captured accurately on ServiceNow (ITSM Provide 2nd level support on more technically complex tasks and issues thorough troubleshooting via remote and telephonic support applications.

Customer service improvement, Network Monitoring and Fault reporting to the L3 Enterprise Service Team.

Active Directory User Management (Create, modify and manage AD objects) Mailbox management through MS Exchange and Scripting) Contributing to the creation of data for knowledge articles and CMDB maintenance.

Ensure operational procedures and practices are consistently applied (policies, procedures, and work instructions)

Responsible for CCBA Network Monitoring through SolarWinds and Cisco Meraki Cloud Console

Providing Client facing support to Coca-Cola Beverages Africa PE Head office employees.

Face to face and remote technical support.

Hardware and Software configuration.

Printer Support Handheld device management

Overall IT End User computing support

Supporting 24X7 Production environment

Responsible for maintain hygienic IT Asset Management through BizFrame

Responsible for deploying, Decommissioning of CCBA IT equipment

Active Directory user and computer Management

Supporting the 365 Suite for Office and Collaboration.

Providing Client facing support to Coca-Cola Beverages Africa PE Head office employees.

Face to face and remote technical support.

Hardware and Software config.

Printer Support Handheld device management

Overall IT End User computing support

User and Application Support (WMS) Configuration Application version management & consistency.

Software and Database monitoring and maintenance (Archiving, backups)

Server monitoring and maintenance and various WMS functions. Equipment troubleshooting Interface monitoring and maintenance Providing Technical Support to End Users Active Directory Administration (In training) Remote Desktop Support

First line Network support

Handheld devices install and configure GiCS and Ador 4 Configure Wireless Connectivity on Scanners