Nokukhanya Mbatha
Johannesburg,Guateng
Summary
Talented computer user support team member with excellent record diagnosing and resolving issues. Knowledgeable in hardware, software and peripheral devices. Satisfy users with fast, expert service.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
IT Service Desk
Ulwembu Business Services
3 2021 - Current
- Engaged with customers to better understand needs and deliver excellent service.
- Ensure that incidents and problems logged on company portal and ensuring that calls are correctly prioritized and categorized and strive to meet SLA's defined within Call logging system.
- Troubleshoot problems reported by users.
- Maintain network and system security.
- Identify user needs, track, and log all user related queries, issues, and requests.
- Maintain network facilities in individual machines. Computers as well as printers.
- Installation & support on software.
- Adding and removing users from active directory including password resets, setting up remote access (VPN) etc.
- Responsible for Archiving of client's data on a quarterly basis.
- Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service
- Provided exceptional customer service, consistently achieving high-quality scores in client feedback surveys
- Reduced downtime of equipment with thorough inspections and timely repairs, ensuring continuous availability of services for clients
Cyber Security Intern
Altron Bytes
11.2019 - 10.2020
- Analyzed security procedure violations and developed plans to reduce long-term damage and prevent recurrence.
- Maintained accurate and updated records of testing documentation related to test plans exit reports and schedules.
- Impact of cyber-attacks on industries.
- Ways in which networks are vulnerable to attack.
- Global implications of cyber threats.
Network controller
DCS Kgosi Mampuru
05.2019 - 10.2019
- Perform 3rd level technical, helpdesk and desktop support.
- Creation of computer users and privileges on active director.
- Providing hardware and software support, installation and troubleshoot.
- Troubleshooting of LAN and WAN.
- Configuration of computer hardware, printers and being able to find faults.
- Remote assistance to users using PC anywhere and Team Viewer.
- Making sure that the Antivirus is updating the clients daily.
- Setup email, internet and applications for users and insure their availability to users.
- Knowledge of windows 2008 server, Routers, Switches, Firewall and Modems.
Education
Diploma in Communication Networks - Information Technology
Tshwane University of Technology
Pretoria, South Africa 12.2019 - 04.2020
Skills
Service Now Expert
Office 365 application expert
System optimization
User support
Multitasking
Active listening
Adaptability
Administering
Attention to detail
Symantec Endpoint Protection
Certification
ITILv4
Additional Information
REFERENCES
• Kgosi Mampuru DCS IT Supervisor, Rain Fourie
Rain.flouria@dcs.gov.za 082 882 2820
• Altron bytes Support Security Engineer, Thulile Shoyisa
Thulile.Shoyisa@altron.com 079 739 3057.
• IT service desk Supervisor, Christell
Christell.plaatjies@airports.co.za 011 9216531.
Timeline
Diploma in Communication Networks - Information Technology
Tshwane University of Technology
12.2019 - 04.2020
Cyber Security Intern
Altron Bytes
11.2019 - 10.2020
Network controller
DCS Kgosi Mampuru
05.2019 - 10.2019
IT Service Desk
Ulwembu Business Services
3 2021 - Current
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