Mzamo Ngema

Information Technology Infrastructure Analyst experienced in desktop support and network configuration. Vast knowledge of client and server applications, as well as the installation and configuration of desktops and servers. A Rational Information Technology Infrastructure Analyst with 13 years of experience enhancing operations for organizations through information systems solutions has a proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.

Provides on-site or remote access diagnoses and resolutions of computer hardware and software problems using a highly integrated set of diagnostic tools and techniques utilizing a specialized set of diagnostic tools and elevated privileges. Researches, analyzes, develops, and documents new processes and procedures to implement new solutions for use by IT technicians to meet future problem resolution needs. Serves as a technical expert providing support to IT Technicians. Develops guidelines and upgrade techniques for new operational procedures for the support of databases, hardware systems, operating systems software, network systems software, security and client server systems. Leads in the development of processes and procedures to be used by IT Technicians in the division. Administers, implements, and provides technical support of applications and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges. Administers and implements automated data processing systems and computer application programs. Develops specifications to detail what new systems or enhancements to existing systems can accomplish. Develops operational, installation, and upgrade procedures to be used by other staff for communication systems, hardware, networks, security, storage, and software. Serves as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters. Develops structured diagrams for the specifications of databases, communication systems, servers, storage area networks, security, or any other computer-related hardware or software. Develops and documents configurations of the following: databases, servers, computers, security and network monitor systems, packaged programs, macros, utilities, and communication systems. Develops and implements databases, communication systems, storage area networks, security, and applications with user departments, vendors, and data centers. Develops and implements directory configurations, messaging configurations, and state-wide operating systems, which include communication systems (servers, routers, switches, and hubs). Administers, implements, and provides technical support for the telecommunications equipment, filters, and interfaces related to state-wide messaging and communication systems, utilizing a specialized set of diagnostic tools with elevated privileges. Provides planning, design, and implementation of computer hardware, software, and network components. Tests programs and systems and integrates system modules. Converts and implements new systems or upgrades existing systems. Analyzes the need for, and develops, documents, implements, and monitors, information technology quality assurance standards. Develops cost estimates and makes recommendations for system development and upgrades to existing systems. Evaluates network services equipment and software for purchase; recommends new configurations; provides training or arranges for vendor training for system users. Evaluates, implements, and provides customer support for third-party software systems in a client-server environment. Participate in or lead the problem and root cause analysis in support of problem management. Reconcile issues across support teams to improve the incident management process. Ensure customer service issues and concerns are handled appropriately through effective incident support processes. Ensure operational support documentation is complete and accurate. Support continuous improvement programs in response to service metrics, customer feedback, and process efficiencies. Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs. Plan for future improvement or expansion of the implementation of various aspects of Help Desk Center operations, which involve significant liaison with IT technical support teams. Assumes responsibility for segments of help desk operations management. Maintains records and prepares reports and correspondence related to the work. Receive and respond to advanced troubleshooting telephone calls and service requests from customers needing assistance. Interprets and analyzes problems by using automated diagnostic programs. Performs related work as assigned.

• I am currently studying a Bachelor of Information and Technology Management. Next year hopefully, Iwill complete my degree, and I will definitely be a resource for your company.

MANCOSA: Higher certificate in IT 2021

Boston College: N+ 2018

MegaTraining: A+ 2010

Hendrik Van Wyk                082 741 1763

Louw Cilliers                       083 639 9856

Wanda Smith                      072 632 7889