Summary
Overview
Work History
Education
Skills
References
Timeline
Nsizwa Given Methula

Nsizwa Given Methula

Pretoria

Summary

Field support specialist with robust background in technical troubleshooting and system maintenance. Known for collaborative approach and achieving results in dynamic environments. Reliable and adaptable, effectively supporting team success and operational efficiency.

Professional Field Support Specialist with proven ability to drive operational success. Strong focus on team collaboration and adaptability to changing needs. Skilled in troubleshooting, technical support, and system maintenance. Reliable and results-driven, with excellent problem-solving and communication abilities.

Professional with strong background in IT support, equipped to handle complex technical issues and deliver effective solutions. Demonstrated ability to collaborate within teams, adapt to changing requirements, and consistently achieve desired outcomes. Expertise includes troubleshooting, system administration, and customer service, paired with reliable and flexible approach to evolving challenges.

Professional in client services with strong background in managing client relationships and delivering exceptional service. Expertise in problem-solving, communication, and maintaining client satisfaction. Highly adaptable, team-focused, and results-driven, with proven ability to collaborate effectively and meet evolving business needs. Valued for reliability, flexibility, and proactive approach to achieving goals.

Overview

16
16
years of professional experience

Work History

Field Services Engineer

Alteram Solutions
11.2022 - 04.2024
  • Remotely and Onsite Addressing SASSA incidents and Service requests while adhering to policies and standards.
  • Prompt responses to helpdesk tickets
  • Effective troubleshooting
  • Collaborating with cross-functional leads
  • Escalating to third party vendors complex issues.
  • Supporting customers through technical and administrative activities
  • Understanding customer needs and concerns
  • Providing a high level of customer service
  • Preparing and submitting service reports
  • Providing technical direction to the team
  • Participating in the training of new team members

Client Service Agent

Momentum Metropolitan Health
10.2021 - 11.2022
  • Contract to GEMS for professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
  • Change Management
  • Strategy Development
  • Process Improvement
  • Requirement Identification
  • Financial Management
  • Risk Identification
  • Health and Safety

Service Desk Technician

Department of Employment and Labour
03.2017 - 03.2021
  • Answer inbound calls.
  • Quality of calls.
  • Logged calls on ARS and/or ITSM7.
  • Remote IT Support
  • First call resolution rate.
  • First Line Support.
  • Troubleshooting
  • Post call Survey; Cut Calls

Client Service Officer

Department of Employment and Labour
03.2011 - 02.2017
  • Telephonically Plan and independently conduct substantive inspections with the aim of ensuring compliance with Basic Conditions of Employment Act (BCEA).
  • Ensuring that conditions of work, reward, matters relating to health and safety, and the employment of young persons and women is done in accordance with the law
  • Registering non-compliance and referring to Field Inspector
  • Work seekers registration on ESSA
  • Referral of income generation opportunities to inspector
  • Deal with all personal and telephonic enquiries
  • Registration of UI & CC Employers
  • Interact and consult (telephonically) with Employers
  • Receive and verify applications for benefits
  • Provision of IES and CCMA forms to employers
  • Registration and resolution of labour related complaints Referral of unresolved cases of Registration supervisor and other Institution
  • Provision of information on Labour Legislation TENDER Letter and Letter Good standing and COIDA Registration.

Field Support Engineer

TSS Managed Services
09.2008 - 02.2011
  • Onsite Addressing SASSA and DOJCD incidents and Service requests while adhering to policies and standards.
  • Prompt responses to helpdesk tickets
  • Effective troubleshooting
  • Collaborating with cross-functional leads
  • Escalating to third party vendors complex issues.
  • Supporting customers through technical and administrative activities
  • Understanding customer needs and concerns
  • Providing a high level of customer service
  • Preparing and submitting service reports
  • Providing technical direction to the team
  • Participating in the training of new team members

Education

Higher Certificate - Law

University of South Africa/Universiteit van Suid-Afrika
07.2020

Matric - Senior Certificate (Grade 12)

Ubuhlebethu High School
Isindebele, English, Afrikaans, Accounting, Business Economics, Economics

N+ Certificate - System, Networking, and LAN/WAN Management

Torque IT
12.2019

A+ - Computer and Information Sciences and Support Services

Torque IT
02.2019
IT Support

ITilL Certificate - Computer and Information Sciences and Support Services

Pink Elephant
05.2018

Customer Care - Customer Service Management

Camblish Academy
10.2016
GPA: Customer Service

A+ Certificate - Computer and Information Sciences and Support Services

Tshwane University of Technology
02.2006
IT Support

PC Engineering - Computer and Information Sciences and Support Services

Wits College of Commerce
12.2004
Hardware Support

Skills

On-site support

References

  • Rendani Mudau, Deputy Director Service Desk, rendani.mudau@labour, 082 928 0808
  • Tshilidzi Masindi, Remote Engineer, tshilidzi.masindi@dha.gov.za, 078 871 9159
  • Petros Mahlangu, Supervisor Registration Services, petros.mahlangu@labour.gov.za, 082 716 0364
  • Katlego Mashiloane, Senior Field Service Engineer, Katlego.Mashiloane@alteram.co.za, 0741537593

Timeline

Field Services Engineer - Alteram Solutions
11.2022 - 04.2024
Client Service Agent - Momentum Metropolitan Health
10.2021 - 11.2022
Service Desk Technician - Department of Employment and Labour
03.2017 - 03.2021
Client Service Officer - Department of Employment and Labour
03.2011 - 02.2017
Field Support Engineer - TSS Managed Services
09.2008 - 02.2011
Ubuhlebethu High School - Matric, Senior Certificate (Grade 12)
Torque IT - N+ Certificate, System, Networking, and LAN/WAN Management
Torque IT - A+, Computer and Information Sciences and Support Services
Pink Elephant - ITilL Certificate, Computer and Information Sciences and Support Services
Camblish Academy - Customer Care, Customer Service Management
Tshwane University of Technology - A+ Certificate, Computer and Information Sciences and Support Services
Wits College of Commerce - PC Engineering, Computer and Information Sciences and Support Services
University of South Africa/Universiteit van Suid-Afrika - Higher Certificate, Law

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Nsizwa Given Methula