Nangamso Gumenke

• Assigning / Re-assigning / Escalating requests and incidents received by the business
• Collaborating with all 3rd party resolver teams to ensure the timeous resolution of incidents and requests
• Responsible for user Administration including onboarding of new starters and off boarding of leavers
• Responsible for distributing to other teams Incidents and service requests, monitoring progress and providing feedback to business users until issues are resolved
• First Time Fix Resolution of issues reported to the service desk
• Monitoring the SLA performance of 3rd party service providers and escalating SLA breaches and/or concerns to management
• Identify and neutralize potential risks and challenges within the IT support service
• Responsible for all audit related administration tasks
• Incident Management
• Applications: 4me, Citrix, ISIM, Ricoh Manager console, Microsoft Azure, MFA app, Sanlam base application, Ivanti VPN, VDI, Microsoft apps, Avaya Pbx telephone system, SFTP Web Admin Tool
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.

Telephonic/written support of end users of PSG’s CRM system
• Manage the expectation of clients (Brokers, Brokers admin assistant)
• Ticket resolution of tickets that come through the ticketing system ( Jira ticket system)
• Make suggestions for improvements – identify recurring items to raise awareness and suggest
possible

• Liaise between users and various departments to resolve problems or issues.

• Developed IP application and support systems, integration procedures and projects.

• Company Overview: Cape Town, RSA
• List of Applications to reset: Nx Manager 2.9 and MMI, Invest One, OLE/Spectra username and password, Silica passwords, Token resets, Aderant, Enabling of certain AD accounts, All windows and VPN resets, Microsoft Teams assistance, Reset users Azure passwords, Confirm Azure usernames
• The Service Desk assists User Email, Call logging (Cherwell), Re-profiling, Adding Additional mailboxes, Adding users to distribution lists, Maitstyle, Clearing of temp folders, Browser Assistance, Java Assistance, All Microsoft applications assistance, Enabling SharePoint/MacroView, SharePoint assistance, Wi-Fi assistance, Logging into Mimecast, Pop-up blocker removal, Display settings, Dongle assistance
• Cape Town, RSA
• Citrix Assistance: Clear user's sessions, Assist with saving files, Assist with DPI settings, Install receiver, Usernames and passwords, MFA assistance

• Company Overview: Cape Town, RSA
• Log calls that clients email through to the service desk for engineers to attend
• Create Delivery and Collection notes for equipment to be collected or delivered
• Customer Surveys
• Push for resolution of calls logged
• Create out Job cards for engineers attending
• Admin duties
• Billing (invoice, quote)
• Assist with the coordination of projects
• Provide great customer service
• First-line support
• Send out daily reports to all engineers
• Manage customer escalation
• Drawing up and quality management of documentation
• Communicate with insight and understanding, concisely and clear
• Demonstrate consistent administrative efficiency and accuracy
• Administrative skills, attention to detail and troubleshooting
• Comprehending customer requirements and responding with the most simple, effective course of action on behalf of the business
• Cape Town, RSA

• Company Overview: Cape Town, RSA
• Joining users to the domain
• Call Logging (Ticket System: Autotask, ServiceNow)
• Creating and configuring e-mail accounts
• Network printer management
• Adding and creating users on the network printer
• Network troubleshoots
• Network repairs and printer installation
• Software installation and upgrading
• Password reset on the domain
• Desktop Support
• Strong client service skills
• Dealing with technical and client queries
• Assist with technical evaluations and repairs
• Providing comprehensive feedback to internal role players
• Microsoft Windows and Office Activation
• Printer Support (Install, Configure/Troubleshoot)
• PC maintenance
• PC updates and upkeep
• Cape Town, RSA