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 Africa01.2008
National Certificate - Information Technology System Support
Mictseta
Johannesburg, South Africa 04.2001 -
Skills
System monitoring
Remote Access
Network Troubleshooting
Software Installation
Hardware and software installation
Network Administration
Windows administration
Virtualization Technologies
System updates
File system administration
Hardware troubleshooting
Server Management
Technical solution development
System Upgrades
Technical Support
IT Documentation
Incident Management
User Management
Email Administration
Helpdesk operations
Help Desk Software
Disaster Recovery
Software change management
Project Coordination
Offboarding and onboarding
User Support
Technical Troubleshooting
Permissions and Access Control
Teamwork and Collaboration
Data Backup
Multitasking
Problem-solving abilities
Root Cause Analysis
Organizational Skills
Team Collaboration
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