Nosihle MAGWAZA
IT Service Transition Manager/Specialist
NORTH RIDING
Summary
My background spans from technical support to chemical operations, showcasing adaptability and a knack for quality assurance. Achieved notable customer satisfaction improvement, underscoring my commitment to excellence and results. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
10
10
years of professional experience
Work History
Service Transition Specialist
Dimension Data
10.2023 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Handle multiple client onboarding and transition to successfully implement project deliverables.
- Maintain Project documentation in Project files.
- nsure that all projects are completed within the set timelines and to the correct quality standard.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Collaborated with cross-functional teams to identify opportunities for IT process improvements, leading to increased productivity.
IT Technical Project Coordinator
BET Software
10.2022 - 10.2023
- Technical support for all IT Project related services.
- Management of customer contact to provide service excellence.
- Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
- Management of any escalations relating to infrastructure. • Assisting management with IT Operational issues and activities • Assist IT Infrastructure PMO Team
- Assisting with Team resource planning
- Assist with the preparation of financial reports for senior management • Organize and minute meetings,
- Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
Project Facilitator
MR Price Group
01.2021 - 03.2022
- Providing telephonic and email 2nd line support and troubleshooting to all computer users at all Stores, Head Offices and the Distribution Centres within the Mr Price Group
- Assisting in training and the Mrp foundation setup
- Assisted in conducting inductions for new employees/trainees.
- Installing and configuration of endpoint devices as part of rollout projects. • Assisting with new IT hardware & software projects being rolled out into our stores
- New stores IT setup and assistance
- Support suppliers who use our software
- Document and execute IT store projects.
- IT support and help desk
- POS configuration/ Setup
Technical Support Representative
CCI South Africa
08.2019 - 11.2020
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Jnr Software Developer
Thyme Technologies
02.2018 - 02.2019
- Improved software efficiency by troubleshooting and resolving coding issues.
Jnr Chemical Operator
Sapref
02.2014 - 10.2016
- Operated chemical processing equipment successfully while adhering to company standards.
- Successfully operated chemical reactors, pumps and centrifuges to produce commercial-grade products.
- Implemented safety protocols and procedures for safe, efficient process operation.
- Followed all waste handling guidelines to minimize waste generation.
- Modified controls to regulate temperature, pressure, feed, and flow of liquids and gases while monitoring outcomes and promoting successful processing.
Education
Bachelor of Applied Science in Information Technology - Business Informatics
University Of South Africa
South Africa 04.2001 -
No Degree - Certificate In Economics Management Sciences
UNISA
South Africa 04.2001 -
No Degree - Computer Programming, Vendor Certification
Istudent Academy
04.2001 -
No Degree - Chemical Operations
SCIENTEC (Learnership)
04.2001 -
Skills
Customer Relations
Quality Assurance
Data Capturing
Chemical Operations
Expert Problem Solving
Documentation Management
Project Management
Project Implementation
Adaptability and Flexibility
Decision-Making
Problem-solving abilities
Timeline
Service Transition Specialist
Dimension Data
10.2023 - Current
IT Technical Project Coordinator
BET Software
10.2022 - 10.2023
Project Facilitator
MR Price Group
01.2021 - 03.2022
Technical Support Representative
CCI South Africa
08.2019 - 11.2020
Jnr Software Developer
Thyme Technologies
02.2018 - 02.2019
Jnr Chemical Operator
Sapref
02.2014 - 10.2016
Bachelor of Applied Science in Information Technology - Business Informatics
University Of South Africa
04.2001 -
No Degree - Certificate In Economics Management Sciences
UNISA
04.2001 -
No Degree - Computer Programming, Vendor Certification
Istudent Academy
04.2001 -
No Degree - Chemical Operations
SCIENTEC (Learnership)
04.2001 -