Mpiliso Biyela
I.T Support Team Leader
Durban
Summary
Savvy I.T Team Leader/ Technician seeks an opportunity in a dynamic, growth-oriented company which focuses on giving exceptional customer service and has a positive working environment. I come with experience in handling networking concerns, installing and maintaining new software, and addressing users concerns. I bring attention to detail and technical improvement in each and every job i have been assigned to. Past achievements includes network architecture components selection, and implementation and driving the achievement of departmental goals.
Experienced with managing support teams to ensure optimal customer satisfaction and efficiency. Utilizes strong leadership and communication skills to drive team performance and resolve customer issues promptly. Track record of implementing process improvements and fostering collaborative team environment.
Overview
9
9
years of professional experience
2026
2026
years of post-secondary education
2
2
Languages
Work History
IT Support Team Leader/ Technician
Outworx Call Centre & Back Office Solutions
08.2021 - Current
- Manage the resolution process for all PI & P2 and other critical incidents from inception to resolution, quick and correct assessment of the issue, including identifying the impact to customers and engaging the appropriate service area to resolve the issue.
- Running PI bridge calls.
- Improve overall performance managing, tracking and reporting of incidents.
- Provide prompt periodic progress updates, to the appropriate parties until detection of the root cause and issue closure.
- Responsible for the complete process adherence and handling of critical incidents according to SLAs.
- Liaison with Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
- Act as first level escalation point and ensure handovers for consistent progress.
- Task delegation and equal workload on sharing between team members and proper focus is given to a ticket factoring in escalation level, age and priority.
- Ensure all BAU tickets are actioned, for the current shift.
- Escalate incidents to resolver groups, third parties and move to next escalation levels timely and are aligned with customer’s SLA’s.
- Identify training need analysis and report to Head of Department.
- Building relationship with stakeholders.
- Ensuring ticket quality on Zandesk is 100% via weekly quality checks.
- Monitoring of PRTG (Monitoring Tool) and flagging any issues or possible issues.
- Ensuring the team follow processes set out by the business.
- Coach team Members on processes and procedures for own products and ensure compliance targets are met for own team.
- Meet all people related targets.
- Ensure shift rosters are uploaded and there is sufficient cover for operations.
- Respond to WhatsApp messages when their site is having an issue.
- Ability to work with minimal supervision in a complex business environment.
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Optimized resource allocation through careful monitoring of workload distribution across the team.
- Analyzed support data to identify trends and recommend proactive measures for addressing recurring issues.
- Conducted regular team meetings for open discussions, information sharing, and goal alignment among members.
- Collaborated with cross-functional teams to improve overall product quality and user experience.
- Established best practices in customer communication, resulting in clearer expectations and increased satisfaction levels.
General Worker
Motus Aftermarket Parts
08.2020 - 07.2021
- Ensures the binning of incoming merchandise and replenishment of inventory from bulk to pick locations is performed as per standard procedures and requirements.
- Ensures new products are allocated with bin locations numbers in the correct warehouse area.
- Ensures bins are updated and stock allocated to new bin locations are reported to my superior and updated.
- Assist in replinishment functions.
- Ensures all incoming goods are received and checked as per company standards.
- Ensures picking os customers and branch orders are being picked timorously to meet order cut off times.
- Carry out all reasonable and lawful instructions relating to work given by my superior.
- Follow all relevant procedures to increase efficient customer satisfaction.
- Assisting in stock take procedure.
- Ensures housekeeping is done on a daily basis.
- Ensures set standards operational targets are achieved consistently.
- When binning:
- When picking:
IT Support Intern
IIE Rosebank College
01.2017 - 12.2019
- Implemented, maintained, and tested the installation of printers; projectors; computer devices and application servers around the campus.
- Upgrade to systems hardware and softwares.
- Adding and managing users in Active Directory Domain Services.
- Explaining complex IT issues to non-technical staff and students.
- Knowledge of computer operating systems, hardware and software.
- Prioritise and manage many cases at one time.
- Test and evaluate new technology.
- Conduct electrical safety check on computer equipment.
- Able to follow all company policies and best practices such as accurate time tracking.
- Able to assist UK/US IT teams to configure remote. For example, working with Concentrix team to configure Virtual Desktop Infrastructure.
- Managing onsite IT Infrastructure.
- Optimize technical operational processes, by ensuring all SLA’s are monitored, enforced and reported on.
- Setup, troubleshoot for all desktop support terminals e.g IP Phones, LTE Modem, and Wi-Fi Routers.
- Setting up IP, gateway, and DNS addresses.
- Backup files and clean viruses.
- Setting up and troubleshooting LAN and WAN.
- Installing IT, ICT, Telecommunications related devices like switches, routers, access control, and UPS’s.
- Doing PC checks e.g HDD/SSD space, performance, CPU speed, check drivers, and checking windows versions.
Education
Diploma - Information Technology & Management
IIE Rosebank College
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Sunnydale Secondary School
Skills
Active Directory Domain Services
Virtual Desktop Infrastructure
DNS connect
Apple Macs
Modem Configuration
Router configuration & setup
Network troubleshooting
Remote support
Customer service
Ticket management
SLA compliance
Incident management
Hardware troubleshooting
Software troubleshooting
Websites
References
Lucas, Jula, 0813440339, Outworx Contact Center, Durban
Personal details
- Gender: Male
- LinkedIn: linkedin.com/in/mpiliso-
Timeline
IT Support Team Leader/ Technician
Outworx Call Centre & Back Office Solutions
08.2021 - Current
General Worker
Motus Aftermarket Parts
08.2020 - 07.2021
IT Support Intern
IIE Rosebank College
01.2017 - 12.2019
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Sunnydale Secondary School
Diploma - Information Technology & Management
IIE Rosebank College
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