Nkosingiphile Bridget Khumalo
IT Support And Administrator
Johannesburg
Summary
Detail-oriented IT professional with over 3 years of experience in IT support, service desk operations, and technical troubleshooting. Adept at diagnosing and resolving hardware, software, and network issues, with a strong focus on optimizing system functionality and meeting SLA requirements. Proven expertise in ticketing systems management, system configuration, and IT security measures. Demonstrated ability to collaborate with cross-functional teams, manage service requests, and provide timely support to end-users. Equipped with a Diploma in Information Security and a Certification in Database Implementation. Skilled in delivering excellent customer service and maintaining seamless operations in high-pressure environments. Seeking to leverage technical expertise and problem-solving skills in an IT Help Desk or Technical Support role.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Service Management Administrator
Mobilitigroup Company
- Supervised ticket queues, ensuring timely follow-ups with engineers for updates and resolution of logged requests within SLA parameters.
- Monitored and managed service requests, prioritizing tickets for efficient resolution and maintaining high levels of customer satisfaction.
- Prepared and delivered detailed daily, weekly, and monthly reports on ticket statuses, resolutions, and team performance for management review.
- Ensured compliance with SLA timelines by tracking progress and coordinating with engineers to address any delays or issues.
- Provided consistent reporting to management, offering insights into team performance, ticket volumes, and areas for process improvement.
IT Systems Administrator
TL Systems
01.2025 - 08.2025
- Managed system updates and patches, enhancing network security and ensuring compliance with industry standards.
- Implemented backup solutions and disaster recovery plans, safeguarding critical data and improving system reliability.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues, minimizing downtime and improving user satisfaction.
- Developed and maintained documentation for system configurations, procedures, and policies, fostering knowledge sharing and operational efficiency.
Executive Operator
Shift Online
01.2023 - 06.2023
- Oversaw daily delivery and collection operations, ensuring efficient scheduling and resource allocation for optimal service delivery.
- Assigned drivers for collections and deliveries using collection management software, effectively coordinating shift schedules to meet operational demands.
- Maintained continuous communication with drivers, promptly addressing and resolving any challenges encountered during deliveries.
- Uploaded and managed Proof of Deliveries (PODs), adjusting delivery ticket dates for seamless next-day operations and accurate documentation.
- Ensured the smooth operation of depots and driver systems, providing troubleshooting support to maintain uninterrupted service and system functionality.
Service Desk Analyst
Merchants SA (Dimension Data)
11.2021 - 11.2022
- Handled incoming client calls, documenting issues accurately in the ticketing system to initiate the support process and ensure efficient resolution.
- I managed calls/logged tickets from Game, Makro, Builders ,and Cambridge.
- Executed IT support tasks assigned by the Line Manager, adhering to established protocols to maintain operational efficiency and service quality.
- Performed first-line troubleshooting, diagnosing and resolving common technical issues to restore system functionality and minimize downtime.
- Installed, set up, and configured IT systems and equipment according to client specifications, ensuring seamless integration and performance.
- Monitored software and hardware performance, ensuring compliance with SLAs, escalating complex issues to back-line support when necessary, and closing tickets upon successful resolution.
IT Technical Assistant
South African Bulk Terminal
05.2021 - 10.2021
- Assisted IT technicians in diagnosing and resolving hardware, software, and network issues, providing timely support to end-users for efficient operations.
- Supported the setup, configuration, and maintenance of IT equipment, including computers, printers, and servers, ensuring optimal functionality.
- Provided technical assistance to end-users, troubleshooting software applications, password resets, and network connectivity issues to minimize disruptions.
- Maintained accurate records of IT inventory, equipment configurations, and user support requests, ensuring efficient tracking and resolution of issues.
- Assisted in the installation, configuration, and updating of software applications and operating systems, while implementing IT security measures to protect systems and data.
Education
Database Implementation
University of South Africa
Johannesburg, South Africa12.2022
Certificate - System Support NQF5
Impactful
Johannesburg, South Africa 04.2001 -
Diploma - Information Security
Richfield Institute of Technology
Johannesburg, South Africa12.2019
No Degree - ICDL
Academy International
Piet Retief, South Africa 04.2001 -
High School: National Senior Certificate (Matric) - undefined
Piet Retief Combined School
Mpumalanga12.2015
Skills
Troubleshooting and Problem-Solving
undefinedReferences
Available Upon Request
Timeline
IT Systems Administrator
TL Systems
01.2025 - 08.2025
Executive Operator
Shift Online
01.2023 - 06.2023
Service Desk Analyst
Merchants SA (Dimension Data)
11.2021 - 11.2022
IT Technical Assistant
South African Bulk Terminal
05.2021 - 10.2021
Certificate - System Support NQF5
Impactful
04.2001 -
No Degree - ICDL
Academy International
04.2001 -
Customer Service Management Administrator
Mobilitigroup Company
Diploma - Information Security
Richfield Institute of Technology
High School: National Senior Certificate (Matric) - undefined
Piet Retief Combined School
Database Implementation
University of South Africa