Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ntombizanele Malimba

System Administrator
38460 Kestrel Street Protea Glen Ext 45

Summary

  • To join a company that offers me a stable and positive atmosphere which inspires me to enhance and to innovate the work culture for the betterment of all parties concerned
  • To gain employment with a company or institution that offers me a consistently positive atmosphere to learn new technologies and implement them for the betterment of the business
  • To join an interactive organization that offers me a contractive workplace for communicating and interacting with customers and people
  • To enhance my professional skills in a dynamic and stable workplace
  • To solve problems in an effective/creative manner in challenging position
  • Seeking a responsible job with an opportunity for professional challenges

Driven Systems Administrator 2 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.

Overview

13
13
years of professional experience

Work History

System Administrator

First National Bank
12.2022 - Current
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
  • Worked with users to determine areas of technology in need of improved usability.
  • Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
  • Improved security measures by conducting vulnerability assessments and applying necessary patches.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Managed onboarding and offboarding of employees.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
  • Completed reports detailing network and systems performance and downtime issues.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
  • Enhanced system performance by optimizing server configurations and implementing regular updates.
  • Contributed to cost-saving initiatives by analyzing resource usage trends and recommending infrastructure adjustments accordingly.
  • Provisioned new software and hardware for use, following established security policies.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Drove continuous improvement of IT governance processes.
  • Increased user satisfaction by promptly resolving technical issues and maintaining open lines of communication.
  • Ensured high availability of critical systems by setting up and monitoring failover mechanisms and redundancy protocols.
  • Streamlined data management processes, leading to more efficient access and retrieval of information.
  • Enhanced team efficiency, automating routine administrative tasks to allow focus on strategic initiatives.
  • Reduced system vulnerabilities, implementing comprehensive security protocol including regular audits and employee training.
  • Secured sensitive data from unauthorized access, meticulously managing user permissions and access controls.

IT Desktop Support Technician

First National BANK
9 2020 - 11.2022
  • Working as 2nd line support
  • Perform onsite hardware software and peripheral updates
  • Increase operational efficiency
  • Provide excellent customer service
  • Respond to end-user logging of problems and the co-ordination
  • Adherer to SLA's and agreed standards
  • Effective communication with clients
  • Making sure the client’s data is saved and secured
  • Minimize system downtime through pro-active monitoring and planning
  • Ensure integrity of data / functionality
  • Ensuring Anti-Virus is installed on all PC's, all patches up to date, PC names up to date, server connections accurate
  • Support with the implementation of desktop projects or change programs as required by business
  • Helping users remotely to resolve their software or printer selected queries.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and FirstRand information Security and Technology Policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Worked with various systems, software, and peripherals, and various types of games.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Coordinated with vendors for procurement of hardware/software products, ensuring compatibility with existing infrastructure while staying within budget constraints.
  • Increased productivity by setting up and configuring new workstations according to user needs.

IT Support Technician – Video Conference Support

First National BANK
09.2015 - 09.2020
  • Providing remote desk and onsite support for video conferencing services, including older and newer -model Tanberg, Cisco and Polycom videoconferencing units
  • Using TMS Scheduler to setup and tear down video conference calls
  • Facilitate permanent virtual meetings rooms
  • Operate and troubleshooting the video conference system
  • Plan and manage own output, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames
  • Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
  • Use verbal and non-verbal communication skills to influence an audience and negotiate acceptance of proposals, plans or ideas
  • Manage own development to increase own competencies
  • Motivated to ensure the highest standards of quality and productivity are consistently maintained
  • Answering and responding to all calls and request within agreed time scales
  • Updating support documentation
  • Liaising with external vendors regarding the purchasing, installation, maintenance and fault logging of AV and Cisco VC units
  • Ensuring that Purchase Orders (PO) are received timeously from Business Unit to the Vendor.
  • Walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices, and software to set up work stations for employees.

IT Helpdesk Technician

First National Bank
06.2013 - 08.2015
  • Remote Desktop assistance & Troubleshooting
  • Creating new email and domain accounts
  • Provide technical assistance after business hours (Standby)
  • Provide a central point of contact for the logging of all Facilities and IT related calls, for the various Product Houses and Operational Units within Shared Services
  • Ensure all call volumes received are managed efficiently
  • Accurately record IT and Facilities related incidents, requests, problems and analyze through CA Unicentre
  • (Hogan Technology Service Desk)
  • Stay abreast of current news, system information, problems
  • To ensure timely restoration of services, minimizing the impact on outages on business related activities
  • Record all calls received telephonically and through Email Management System
  • Provide a central point of contact for the logging of all Facilities and IT related calls, for the various Product Houses and Operational Units within Shared Services
  • To increase efficiency by achieving 1st call resolution to serve as a single interface for all IT and facilities related queries, complaints and service related issues
  • Assist FNB staff calling through with IT related issues and resetting of user password(s)
  • Grant access to users on Hogan application
  • Monitor that all access levels are granted to relevant users on Hogan application
  • Reset users’ passwords on Hogan
  • Resetting, unlocking and assistance with Domain accounts and troubleshooting issues where users are unable to login
  • Assisting with migrating users to office 365 and troubleshooting issues related to the migration
  • Assisting with migration to one drive, to back up data on one drive and restoring the data from one drive
  • Assistance with opening blocked ports for a certain amount of time (DLP Bypass)
  • Assisting users that are unable to login to VPN from home
  • Assistance with troubleshooting faulty applications remotely
  • Assisting with installing bank approved applications with administrative credentials
  • Handle Escalated call as IT Senior helpdesk Technicians
  • McAfee assist with getting recovery key for end users’ machines that have crashed.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Streamlined help desk operations by implementing an effective ticket management system.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
  • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
  • Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Bolstered cybersecurity measures by regularly updating antivirus software and educating employees about phishing threats.
  • Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
  • Developed technical documentation for internal use, simplifying processes for team members and end-users alike.

Call Center Representative - Administrator

First National BANK
02.2012 - 06.2013
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Identified upselling opportunities to increase revenue generation.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

Grade 12 -

Lancea Vale Secondary School

Computer Literacy/Call Center Administrator - Education Administration

Havatech Skills Training And Development Center
Johannesburg, South Africa
01.2008

National Certificate - Information Technology System Support

Mictseta
Johannesburg, South Africa
04.2001 -

Skills

System monitoring

References

  • Lee Crotz, IT Helpdesk Technician, First National Bank, 0877367766\0738109251
  • Team leader, IT Helpdesk Technician and Video Conferencing Support Technician, First National Bank, 0877305003\0737942407
  • Natesha Dajee, Call Centre Administrator, First National Bank, 0712391044\0113310000
  • Phumzile Mbo, Debt Collection and Tracing Agent, Van der Venter Mojapelo Attorneys, 0112398500\0732045905
  • Keith Tserema, Call Centre Agent, Merchants Vodacom Business Unit, 0115892222\0798400101

Timeline

System Administrator

First National Bank
12.2022 - Current

IT Support Technician – Video Conference Support

First National BANK
09.2015 - 09.2020

IT Helpdesk Technician

First National Bank
06.2013 - 08.2015

Call Center Representative - Administrator

First National BANK
02.2012 - 06.2013

National Certificate - Information Technology System Support

Mictseta
04.2001 -

IT Desktop Support Technician

First National BANK
9 2020 - 11.2022

Grade 12 -

Lancea Vale Secondary School

Computer Literacy/Call Center Administrator - Education Administration

Havatech Skills Training And Development Center

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Ntombizanele MalimbaSystem Administrator