Nonkululeko Gebuza

Skilled at working independently and collaboratively in a team environment.

Worked well in a team setting, providing support and guidance.

Assisted with day-to-day operations, working efficiently and productively with all team members.

Worked flexible hours across night, weekend, and holiday shifts.

Resolved problems, improved operations and provided exceptional service.

Office 365 Expertise: Configure, manage, and troubleshoot Office 365 applications (Exchange Online, SharePoint Online, Teams).

Desktop Support: Providing technical support to end users, including software installations, hardware issue resolution, and general troubleshooting.

Documentation: Maintaining comprehensive documentation on IT Glue for IT processes, procedures, and system configurations.

Windows Server Administration: Manage Active Directory and Group Policy.

Logging calls on ConnectWise and liaising with end users.

Expertly navigated users through step-by-step solutions, with established scripts and robust troubleshooting techniques.
Diligently documented support actions and managed service agreements with meticulous attention to detail.
Utilized exceptional communication skills to efficiently direct support calls and make decisive problem-solving actions.
Diagnosed and swiftly resolved a wide range of technical hardware and software issues.
Employed advanced diagnostic tools to facilitate effective user troubleshooting.
Achieved high first-contact resolution rates, and promptly escalated complex issues to specialized teams for rapid resolution.
Coordinated and executed scheduled maintenance for both hardware and software, ensuring minimal downtime.
Performed essential repairs to restore hardware, software, and equipment functionality.
Conducted thorough setups of user equipment, including cable management, operating system installation, and software configuration.
Provided expert remote support, utilizing tools such as TeamViewer, Quick Assist, and Microsoft Teams.
Configured and maintained VPN connections, and administered Office 365 environments.

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system (SNOW)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
To arrange for external technical support where problems cannot be resolved in house

Receiving, logging and managing calls from internal staff via telephone and email

Maintaining an Asset Database and track changes

1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware

Troubleshoot basic network issues

Escalate unresolved calls to the infrastructure support team

Log all calls in the Service Desk Call Logging system (SNOW)

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Provide basic training in MS Office applications used within the Association (Word, Excel

Outlook, PowerPoint)

Provide stats for the weekly Service Desk report on call trends

Publishing support documentation to assist staff with requests for information & provide staff training if required

Basic Active Directory knowledge

Creating user accounts, reset passwords, create groups etc

To arrange for external technical support where problems cannot be resolved in house

Build and install PCs in accordance with department standards

Advice and guidance to colleagues regarding incidents

Maintain installed PCs, networks and peripherals with routine maintenance

Identify, log and resolve technical problems with software applications or network systems

Identify potential changes and system improvements to present to senior team leaders for

Consideration and implementation

Ensure that work is carried out within agreed service levels and in accordance with department guidelines

Create, maintain, and distribute reports of progress to senior leadership

Migrating servers from Windows XP to Windows 7 or higher platform

Maintain client databases with up to date solutions and clear record of activities.

Working with customers and employees to identify computer problems and advising on the solution.
Logging and keeping records of customer and employee queries, analyzing call logs so you can spot common trends and underlying problems, and updating self-help documents so customers and employees can try to fix problems themselves.
Working with field engineers to visit customers and employees if the problem is more serious.

Testing and fixing faulty equipment.

Structured training programmes which gave me a chance to work (literally) towards a qualification

Key Responsibilities

Studied SQL, IPMS , Port Domains, Cultural Behavior.

Taking calls from clients\customers with various technical issues and assign them to different Line of Businesses
Follow-up and follow through daily on commitments made to the customer
Update Call Logging System, with professional, meaningful and descriptive communications to the customer and the assignee's responsible for resolving the call.
Ensure that the required approval is obtained from the customer before a call is put into Feedback or Customer –Agreed
Ensuring the priority 1 SMS’s sent to the customer are appropriate, accurate, meaningful and complies with the agreed SMS template
Identifying and escalating problems based on repeat calls being logged to the Service Desk team leader
Conduct peer Service Desk Quality Assurance assessments with your allocated group

I was responsible for taking calls from customers, answering questions, or addressing any concerns they may have.

Key Responsibilities.

Assisting members with their issues, logging calls, providing customer service, and resolving customer complaints.

Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals