Summary
Overview
Work History
Education
Skills
Professional Courses
Timeline
Generic
Noluthando Wandile Zanele Nzama

Noluthando Wandile Zanele Nzama

EUC ENGINEER
Durban

Summary

As a bright, ambitious IT support engineer with a strong technical background, I thrive on self-discipline and excel in working independently. My exposure to a diverse range of technologies allows me to play a pivotal role in diagnosing both hardware and software issues. I am committed to delivering quality solutions that align with business objectives. With a good team spirit and a deadline-oriented approach, I can effectively organize and present complex solutions with clarity and accuracy.

Overview

14
14
years of professional experience
2010
2010
years of post-secondary education

Work History

EUC Engineer

Game Global
04.2023 - 03.2024
  • Manage IT support tickets (Incidents, Requests, Problem, Change Request) within the agreed service levels
  • Ensure that the GGL IT Team are exceeding customer expectations and escalate issues as appropriate to senior engineering teams, where assistance is needed
  • Take ownership of every IT ticket assigned to your IT queue, to ensure it is resolved
  • Ensure that resolved IT tickets has sufficient resolution notes which forms the cornerstone of the GGL IT Knowledge Base
  • Ensure that all work instructions and general documentation related to the EUC space is kept updated in the relevant designated repositories, e.g., MS Teams, SharePoint, Confluence, etc.
  • Follow-up and manage all logged IT tickets that have been opened with GGL IT Managed Services Partners
  • Effective and regular communication. Ensure that our end users are always kept updated on all their logged tickets
  • Meet and exceed appropriate productivity levels relative to IT ticket assignment. Ensure that IT open ticket volumes are kept to a minimum
  • Focus on continuous improvement and enhancements by trying to resolve reoccurring IT incidents permanently as part of effective problem management
  • Flexibility, proactiveness and willingness to solve all IT needs as requested
  • Maintain IT skills and certifications related to the latest EUC Technology Services software and hardware (E.g., Including but not limited to desktop/laptop hardware and operating systems, networking, end point security, IT Asset management, cloud, mobile devices, virtual desktop solutions, identity, and access management)
  • Ensure that all IT related Joiners, Movers, and Leavers (JML) user requests are fulfilled within the agreed timelines. E.g., IT equipment setup for new employee start, decommissioning IT equipment for an employee that has resigned and returning IT equipment back into stock
  • Ensure that each IT storeroom’s inventory is appropriately managed, e.g., low stocks levels are reported to the Service Owner for end user compute, IT equipment checked in or check out is updated in the IT Asset Management Database/CMDB, faulty equipment is returned to vendors, items out of warranty to be reported to the Service Owner for end user compute, etc.
  • Ensure that the IT CMDB is updated, e.g., IT equipment information (Serial No. IP Address, Make, Model, etc.) must be maintained in the CMDB
  • Ensure that any IT changes that effect and impact core IT infrastructure and application services are logged and approved prior to work being carried out

1st Line support

Derivco
08.2017 - 04.2023
  • Provided Constant Outstanding Customer Service
  • Oversee and update assigned support service requests.
  • Assist user remotely while working from home.
  • Handle daily technical support activities on desktop support, network.
  • Setup desktop computers and peripherals and test network connections.
  • Install and test desktop software applications and internet browsers.
  • Test computers to ensure proper functioning of computer systems.
  • Train end users on usage of computer hardware and software.
  • Develop and manage effective professional working relationships with co-workers and clients.
  • Adhere to policies as per corporate manuals and directives.
  • Extend computer support for systems’ software and hardware.
  • Setup computers and install software for various applications and programs.
  • Interact with staff on desktop problems and their resolution.
  • Network and connect computers within organization to better communication.
  • Maintain computer peripheral devices like printers and resolve associated problems.
  • Assisted with the remote working preparations.
  • Liaise with 2nd level technical support staff to ensure support response times are within agreed limits.
  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
  • Assist on the service desk.
  • Hardware Support(Dell, Lenovo, Gigabyte, Printers), Software Support(0365, MS Teams, Canvas, Citrix, Dev apps, HR apps etc), Cisco support(hard and softphones), Networking Support(LAN, F5, VPN, AWS), Procurement, New start (Build, install and setup), Moving users, OKTA verify Issues.

1st Line support

BT Telecomm
12.2015 - 12.2017
  • Providing advice, support and practical assistance to system users via the IT service desk telephone system, MS Teams, Emails and remote support software tools.
  • Logging and processing support issues via telephone or email whilst ensuring a high level of customer service.
  • Providing 1st line technical support, answering support queries via phone, teams & email.
  • Remote administration and management of customer premises equipment.
  • To log & prioritize system & user support calls for the second line support team.
  • Carrying out user administration and set up.
  • Recording and actioning faults as reported on: PC’s, servers, laptops and mobile.
  • Determining the nature of faults and the steps required to rectify it.
  • Creating and maintaining email profiles for users.
  • Closing the job when normal service is resumed.
  • Writing progress and statistical reports for supervisors and managers.
  • Using remote control software tools to provide fault resolution and diagnosis.
  • Creating and administrating Microsoft Exchange email accounts.
  • Document and maintain Help Desk policies and procedures.
  • The update and maintenance of the IT service desk authorized users database.
  • Train and supervise other support engineering staff.
  • Track, monitor and report on all Help Desk incidents within defined custom service levels.

ICT Junior Specialist (One year Internship)

Social development Head Office
05.2015 - 11.2015
  • Diagnosis of desktop, application, networking and infrastructure issues.
  • Experience of supporting a wide and varied client base.
  • Troubleshooting PC’s, laptops and mobile devices.
  • Providing 1st/2nd line support to users in helpdesk.
  • Creating and administrating eDirectory email accounts.
  • Administering the IT department’s policies and procedures.
  • Administering the Batho Pele Principles.
  • Installation and support of desktop, laptop and printers.
  • Maintaining a log of all problems detected and system backups.
  • Responsible for maintaining backups and for project work such as upgrades.
  • Responsible for supporting: Windows 7/Windows 8/Windows 8.1/ Windows 10/Windows 11/Office 2010,2013, Blackberry Server/Windows Mobile, Backup products, AntiVirus(Kaspersky), GroupWise, Persal, Bas, Minolta and HP Printers.
  • Draft Technical reports for users.

Project Administrator Intern

Imperial Online
08.2012 - 07.2013
  • Company Overview: IT Company
  • Plans, directs and coordinates activities of small sized technology projects to ensure that project goals are accomplished.
  • Develops project plans specifying goals, strategy, staffing, scheduling and the allocation of available resources.
  • Prepares project status reports and keeps management, clients and the relevant stakeholders abreast of the project progress.
  • To assist the project administrators and project manager as and when tasks do arise.
  • PIR execution.
  • Project planning.
  • Resource scheduling.
  • Timeous delivery.
  • Project closures.
  • Minute taking.
  • Maintaining project register.
  • Change control management.
  • Assist the PMO with daily project related tasks.
  • Assist the Project Administrator/Manager to execute on project related deliverables.
  • Maintain clearly defined communication between all internal parties over deliverables/updates.
  • Monitoring site on Dorado.
  • Adding new sites that were cutover.
  • IT Company

E-filling support desk (Contract)

South African Revenue Services
07.2010 - 07.2012
  • Answering & screening inbound calls, rerouting them & taking messages.
  • Managing telephonic queries.
  • Professionally applying communication etiquette at all times to both internal and external clients.
  • Processing of SARS filling submission on an ad hoc basis(Income tax, Paye, Vat) and adhering to procedures, policies and ethical expectation of the organization.
  • Register submissions for both manual and e-filling purposes.
  • Logging all calls according to prescribed e-filling procedures.
  • Assist with the administrative duties as and when required.
  • Conduct reference checks and verification on submissions.
  • Assisting on tax collecting and outstanding payments.

Education

ND - Information Communication Technology

Mangosuthu University of Technology

Senior certificate - undefined

St Francis College

Skills

  • Help Desk Support

  • Desktop Support

  • Network Support

  • Server Support

    • Project management

    Technical reporting

    System troubleshooting

    Team collaboration

    Machine learning

    Network configuration

    Hardware troubleshooting

    Cloud computing

Professional Courses

  • Cisco Certified Network Associate (CCNA): Network fundamentals
  • Cisco Certified Network Associate (CCNA): Routing Protocols
  • Cisco Certified Network Associate (CCNA): LAN Switching
  • Cisco Certified Network Associate (CCNA): IT Essentials

Timeline

EUC Engineer

Game Global
04.2023 - 03.2024

1st Line support

Derivco
08.2017 - 04.2023

1st Line support

BT Telecomm
12.2015 - 12.2017

ICT Junior Specialist (One year Internship)

Social development Head Office
05.2015 - 11.2015

Project Administrator Intern

Imperial Online
08.2012 - 07.2013

E-filling support desk (Contract)

South African Revenue Services
07.2010 - 07.2012

Senior certificate - undefined

St Francis College

ND - Information Communication Technology

Mangosuthu University of Technology

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Noluthando Wandile Zanele NzamaEUC ENGINEER