Nombongo Matshoza
Chief Network Technologist
Cape Town
Summary
Self-motivated System Support professional experienced in Desktop and Technical Support. Achieved enhanced user satisfaction and streamlined service desk operations through strong communication and leadership skills. Focused on continuous development, problem resolution, and fostering team collaboration to adapt to changing needs.
Overview
2027
2027
years of professional experience
Work History
Service Desk Supervisor
Western Cape Government
01.2025 - Current
- Supervised daily operations of service desk, ensuring timely resolution of technical issues.
- Trained and mentored junior staff on troubleshooting procedures and customer service best practices.
- Developed and implemented strategies to enhance service delivery and improve user satisfaction.
- Monitored performance metrics to identify areas for process improvement and operational efficiency.
- Conducted regular training sessions to maintain team knowledge on new technologies and systems.
- Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
- Optimized resource allocation by analyzing workload trends and adjusting staffing levels accordingly.
- Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
- Answered customer telephone calls promptly and appropriately handled needs.
Chief Network Technologist
Western Cape Government
01.2016 - 01.2025
- Switch Configuration, network point installation and troubleshooting, Access Point installation and troubleshooting, BMC coordinating on LAN Infrastructure team. Attending to and closing calls regarding user problems logged e.g., network related, Replacing PC/server/network components and planning & organizing meetings etc. in order to resolve various issues related to networks, rollouts etc.
- Upgrade school from LAN network to a Broadband network, working with SITA network technologists. Work with schools’ network (AP, SLAN, SLIM Labs, Mini PCs), making sure that Admin network is working and connected to Broadband and Access Points, Setup new Admin PC’s, installation, and connection of hardware (PC & printers). Making recommendations for school purchase of hardware and software. Part of migrating network infrastructure SLIM to SLAN infrastructure on schools’ network.
Network Technologist Trainee
Western Cape Government
2016 - Current
- Creating and Deactivating of user accounts on Exchange and Active Directory. Create C-number for contract users that are not permanent in government. Assign WIFI access on users that have requested WIFI. FIM update on users profile. BMC User Administrator: Addressing reported problems by users, updating foundation: people & location data.
Network Technologist Trainee
Western Cape Government
05.2011 - 01.2013
- Assigning admin rights to users, Installation of WINNET (PERSAL and LOGIS), troubleshoot connection errors; configure BATCH printers, Dot-matrix (EPSON PRINTERS) Printers, PC Setups and Data transfer, Adding user to Konica Minolta for printing, Setting up USERS on the DOMAIN. Creating user account and mailbox accounts. Coordinating BMC Remedy on Projects and VIP Calls.
Desktop Support Technician
Western Cape Provincial
12.2010 - 01.2011
- Assessing Computer Specification Capturing User Details and PC Details Migrating Users from Novell GroupWise to Outlook 2010 Configuring Outlook 2010 Post Migration Joining PCs to Domain Assist Users with Login details Help users over the phone with login details
First line Support Agent
Provincial Government of Western Cape
12.2010 - 01.2011
- Managing requests/ issues/ maintenance via phone, e-mail, problem ticketing and other communication and support tools. Inform clients on appropriate use of all applications and step by step process to solve/implement the solution requested Identifying the origin of the issues (hardware, software, user access, etc.), Answering Calls and logging calls to Technician Provide Management information to users Generate and analyze call centre inquiries Provide immediate assistance for clients Inform clients of outcomes of inquiries (resolved, unresolved or pending)
LAN Support/Helpdesk Technician
Department of Social Development
02.2009 - 07.2009
- Installation of hardware and software Computer repair Networking Setup, configuring & availability of network connectivity & connection of users Virus scanning Hardware and software upgrades Helping user over the phone under Helpdesk Resetting password for Novell
- Reason for leaving: End of contract
Education
Bachelors’ Degree - Communication Networks
Cape Town University of Technology
Cape Town, South Africa01-2018
Certificate - Systems Support Engineering
Bytes Peoples Solution
Durban South Africa09-2007
National Diploma - Information Technology
Bethel College
Butterworth, South Africa01-2004
Senior Certificate -
Byletts Combined School
East London, South Africa01-2001
Skills
Incident management
Ticketing system proficiency
Software support
Desktop and LAN support
Escalation handling
Stress tolerance
Active listening
EXECUTIVE SUMMARY
- Skills: Software installation, LAN Support, Technical Support, Desktop Support
- Availability: Immediately
Timeline
Service Desk Supervisor
Western Cape Government
01.2025 - Current
Chief Network Technologist
Western Cape Government
01.2016 - 01.2025
Network Technologist Trainee
Western Cape Government
05.2011 - 01.2013
Desktop Support Technician
Western Cape Provincial
12.2010 - 01.2011
First line Support Agent
Provincial Government of Western Cape
12.2010 - 01.2011
LAN Support/Helpdesk Technician
Department of Social Development
02.2009 - 07.2009
Network Technologist Trainee
Western Cape Government
2016 - Current
Bachelors’ Degree - Communication Networks
Cape Town University of Technology
Certificate - Systems Support Engineering
Bytes Peoples Solution
National Diploma - Information Technology
Bethel College
Senior Certificate -
Byletts Combined School