Nokuthula Portia Ntombela
L1 Support Engineer
Turffontein,Gauteng
Summary
Experienced IT Support Engineer familiar with user support and root cause analysis. Advanced knowledge of SAP, Canvas operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Transformed from BEE administrator to IT support desk agent and willing to grow further to other lengths as I am a fast learner and open minded. I am a hardworking individual who always do my best in everything I do. I am a team player and a people’s person. I am proactive, customer orientated, dedicated to meeting and exceeding expectations at very interaction. Timely and professional with excellent communication skills and ability to build cultivate relationships to drive business retention. Open minded and always goes the extra mile.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
L1 Technical Support Engineer
Construct Education
06.2021 - 02.2022
- L1 Support Engineer providing software support on Canvas LMS (Learning Management System). Logging calls on the CRM system called Salesforce for the Canvas Learning Management System, doing troubleshooting for the Canvas system for students, teachers, and admins for the particular educational institutions.
- Resolved problems, improved operations and provided exceptional service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively attended to customers, handled concerns quickly and escalated major issues to second level team.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked flexible hours; night, weekend, and holiday shifts because of the different time zones.
SAP CORE Service Desk Agent
Multichoice
01.2013 - 02.2019
- The first point of contact for customer for procurement, SRM and SAP issues and problems reported to service desk via inbound phone or email request
- All calls taken are logged in an accurate and detailed manner within the SAP COE team
- Identify and clarify queries and only escalate to other 2nd Line and 3rd Line teams if unable to solve effectively
- Provide feedback and communicate to clients within a specified agreed period, as per agreed client or internal SLA’s
- All calls are resolved within a reasonable time frame
- Demonstrated consistent friendly, helpful attitude, empathy and patience while promptly resolving technical issues which have to do with the SAP procurement system
- I.e
- Errors on shopping carts, confirmation and invoices created by the user
- Establish strong relationships with client base, primarily system users (i.e
- MWEB, Media24 and travel agents) that contact the company for support (either via email or telephone)
- Provide user support and technical support (with basic training) on live company solutions (logging in remotely on users’ pc) to users in line with agreed standards and protocols
- Communicating with users to ensure satisfaction through skilful escalation and follow-up of problems Performing password resets, password unlock using SAP Gui
- Ultichoice
BEE Administrator
11.2011 - 01.2013
- Liaising with Multichoice suppliers on a regular basis requesting BEE certificates and updating the procurement database to ensure compliance with the company`s BEE targets
- Doing monthly spend reports according to business requirements
- Uploading the BEE certificates and Updating supplier information
- Approving vendor application according to BEE certificate provided and information provided according to company policies
- Attending general admin duties i.e
- Filing and storage of the old files
Call Centre Agent
Vehicle Finance Standard Bank
01.2009 - 02.2010
- Providing clients with information on their Vehicle loans
- Sending clients statements and settlement letters on request
- Logging calls for clients on account updates on the standard Bank system
- Liaising with the credit department on behalf of the customer
- Checking loan applications on the Giaimo system for car dealers and customers and motivating the applications if declined
Call Centre Agent
Greyhound Coach Lines
11.2007 - 01.2009
- Assisting clients with bus schedules on the Greyhound system
- Assisting with reservations and ticket sales telephonically via credit card to reach the daily targets and monthly targets for the department
- Doing follow ups on bus schedules and late buses
- Reserving seats for clients until booking is paid for in full
- Balancing all the books at the end of every shift to
- Liaising with the tracking office for late buses
Cashier
Jet Stores
10.2005 - 06.2007
- Operating the cash register for paying customers
- Help customers who purchase cell phones on the cell phone counter
- Stock taking of cell phones and other goods in the store
- Making sure our workstation is clean at all times, by returning the clothes left by the customers on the floor
Education
SRM Overview Course - undefined
Mondeor High School
SAP Centre -
Skills
Search Engine Optimization
Technical Support
Desktop support
Customer service expert
Technical issues analysis
Application support
Technical Writing
Certification
Administrative Support
Administrative Support
Administrative Support is to assist executives in their everyday activity and ensure that business operations are well-organized. Their duties are clerical and administrative, and they may also be responsible for implementing new procedures. Based on our resume samples, the most sought-after Administrative Support assets are interpersonal and communication skills, computer proficiency, familiarity with office work, a proactive attitude and attention to details. Those seeking to work in an Administrative Support role should be able to make display in their resumes of a business administration degree or to have education background in a related field
References
Name : Sanjay Kalideen/Karen Simmons
Position : Manager
Company : Multichoice
Contact : 0112893000
Name : Junaid Yusuf
Position : Manager
Company : Commerce Zone (Multichoice)
Contact : 011 289 4330
Name : Phumelele Khumalo/ Venitte Wilson
Position : Manager
Company : Greyhound Coach lines
Contact : 011 611 8000
Name : Thando Mthimkhulu
Position : Manager
Company : VAF Standard
Contact : 011 636 9111
Timeline
Administrative Support
12-2021
ISO 20000 - Principles of IT Service Management System (ITSM)
12-2021
L1 Technical Support Engineer
Construct Education
06.2021 - 02.2022
SAP CORE Service Desk Agent
Multichoice
01.2013 - 02.2019
BEE Administrator
11.2011 - 01.2013
Call Centre Agent
Vehicle Finance Standard Bank
01.2009 - 02.2010
Call Centre Agent
Greyhound Coach Lines
11.2007 - 01.2009
Cashier
Jet Stores
10.2005 - 06.2007
SRM Overview Course - undefined
Mondeor High School