Nadine Luiz
Support Engineer
Edenvale
Summary
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Level 2 IT Support Engineer
APP
11.2023 - Current
- Provide IT desktop support by investigating and resolving workstation-related incidents in both retail and corporate environments.
- Participate in user acceptance testing (UAT) and provide feedback to ensure support readiness.
- Recommend improvements to internal and external processes to enhance service delivery.
- Collaborate with team members to meet goals and improve overall service performance.
- Deliver remote support using ServiceNow and remote tools for non-hardware incidents.
- Monitor Service Desk outputs and ensure timely ticket updates and call closures.
- Assist in incident and problem management by identifying recurring issues and escalating appropriately.
- Identify and reassign incidents related to offline domain controllers, switches, routers, and WAN problems to relevant support teams.
- Ensure all incidents are resolved remotely within SLA or reassigned when necessary.
- Address unresolved incidents from the front office and provide timely updates to users.
- Analyze root causes and recurring problems to support continuous improvement in incident handling.
- Utilize advanced technical knowledge to resolve complex system issues within the Absa Group.
- Restore or escalate incidents appropriately and inform management when needed.
Stock Controller
Cartrack
06.2024 - 08.2024
- Assist any and all end users
- Assist with hardware and software issues
- Returned Equipment List
- Master List for issuing of stock
- Getting quotes from various Suppliers
- Ordering of Stock and processing of POs on NAV
- Saving all Infrastructure bills in the respective folders
- List of all information pertaining to the damaged equipment that needs to be salvaged
- Monthly stock count with Finance
- Issuing out the Laptops to New Starts and assuring that the Laptop Policy Forms are signed and submitted
- Emailing MS Office Licenses for all New Start Laptops that are issued out
- Sorting out of Stock Request Forms and ensuring that the correct stock codes are on the forms.
- Issuing of Stock to users within the Rosebank branch
System Administrator
Cartrack
11.2023 - 06.2024
- Assist with any email forwarding
- Assist with any IT related issues including but not limited to printers, hardware and software
- Emailing signed Laptop Policy forms
- Closing Ad hoc Tickets for the Technicians
- Global Staff Lists to be on one spreadsheet
- Global User Reviews Monthly
- Support Technician Reviews
- Clearing out and moving of tickets on JIRA
- Checking updates on tickets from IT Technicians
- Reassigning of tickets to Systems queue
- Pulling Report for Techs Call Stats
- Monthly weekend roster
Office Administrator
Lily Pharmacy
01.2022 - 04.2023
- My responsibilities included:
- Filing
- Generating Invoices
Receptionist
Focal Point Computer Consultants
12.2015 - 01.2016
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Answered and directed incoming calls to relevant staff members using multiline telephone system.
- Welcomed guests and clients in friendly, positive manner.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Cleaned and tidied storage areas to maintain health and safety standards.
- Handled Major Accounts
- Answered department emails within target timeframes to meet company communication targets.
- Maintained excellent team relationships by proactively helping others with complex problem-solving tasks.
- Oversaw effective file management to keep office records up-to-date.
- Maintained strict confidentiality and discretion when processing sensitive data and information.
- Managed telephone and switchboard operations for timely call handling.
Education
High School -
Edenvale High School
12.2016
BSC IT - year 3
12.2020
BSC IT - year 2
12.2019
BSC IT - year 1
12.2018
Higher Certificate - Information Technology
12.2017
Skills
MS Office and Professional
MySQL Database
Android Studios
NetBeans
Notepad
Visual Studios
Cisco
Computer Languages
Remote support
Software installation
Printer troubleshooting
Desktop support
Incident management
Application support
Backup solutions
Hardware diagnostics
Data recovery
Asset management
System administration
Mobile device management
ITIL processes
VoIP systems
Operating systems
Ticketing systems
Active directory
Teamwork and collaboration
Customer service
Problem-solving
Ticket management
Application installations
Customer support
Remote diagnostics
Technical troubleshooting
Client communication
Issue escalation
Product knowledge
Problem resolution
Critical thinking
Training and mentoring
Hardware troubleshooting
Attention to detail
Customer relationship management
System troubleshooting
Email communication
Bug tracking
Case management
System configuration changing
Analytical thinking
Relationship building
Root-cause analysis
Technical support
Employee training
Continuous improvement
Hardware upgrades
Web technologies
Software updates
Backup and recovery
Technical documentation
Scripting languages
Call documentation
JIRA systems
Technical fault tracking
User training
Complaint management
Customer success management
Hardware configuration
Scenario manual design
Access issue resolution
Personnel training
IT infrastructure planning
Mobile device repair
Timeline
Stock Controller
Cartrack
06.2024 - 08.2024
Level 2 IT Support Engineer
APP
11.2023 - Current
System Administrator
Cartrack
11.2023 - 06.2024
Office Administrator
Lily Pharmacy
01.2022 - 04.2023
Receptionist
Focal Point Computer Consultants
12.2015 - 01.2016
BSC IT - year 3
BSC IT - year 2
BSC IT - year 1
Higher Certificate - Information Technology
High School -
Edenvale High School