Nyadzani Michael Nemalale
RANDBURG
Summary
With a proven track record at Flight Centre Travel Group, I excel in system administration and problem management, enhancing IT operations through advanced troubleshooting and ITIL framework application. My expertise not only meets but exceeds employer expectations, achieving significant improvements in service desk efficiency and IT security practices.
Overview
7
7
years of professional experience
Work History
Senior Service Desk Engineer
Flight Centre Travel Group
RANDBURG
11.2023 - Current
- Installed and configured desktop applications on user machines.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Monitored the performance of service desk operations to ensure SLAs were met.
- Provided technical advice and support to management and other departments on maintenance-related matters.
- Managed emergency repairs on critical systems, minimizing downtime and production losses.
- Created service requests to address customer needs in a timely manner.
- Maintained equipment performance by cleaning and lubricating components.
- Supported virtualization solutions such as VMware ESXi and vSphere or Hyper-V.
- Collected, analyzed and reported on data for use in operational planning.
- Analyzed failure trends to prevent recurrence and improve system reliability.
- Performed remote administration tasks such as account creation, password resets and access provisioning.
- Assisted with planning, designing and implementing new technologies into the organization's infrastructure.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed diagnostics and troubleshooting of mechanical, electrical, and plumbing systems to identify root causes of failures.
- Participated in the development and execution of energy-saving initiatives, reducing operational costs.
- Contacted suppliers and equipment manufacturers to obtain specialized operational information.
- Provided technical support to users via phone, email and in-person.
- Resolved complex technical issues by troubleshooting hardware, software and network related problems.
- Implemented security policies using Active Directory Group Policies.
- Maintained inventory of IT assets including laptops, desktops and peripherals.
- Coordinated with external vendors for the procurement of parts and services, ensuring cost-effective solutions.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Conducted root cause analysis for incidents to identify underlying causes of problems.
IT Support Engineer
Menzies Aviation
Kempton Park
06.2018 - 11.2023
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained positive working relationship with fellow staff and management.
- Configured routers and switches according to organizational specifications.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
- Monitored server performance metrics to identify areas of improvement or optimization.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Collected, analyzed and reported on data for use in operational planning.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Supported customers with online billing, access, and account issues.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Created technical documentation for internal use by IT staff members.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
Service Desk Agent
Pink Elephant
Sandton
01.2018 - 06.2018
- Managed inventory levels of spare parts used in repairs and upgrades.
- Conducted remote diagnostics to identify and solve technical problems.
- Updated customer information and account status in the database following each interaction.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Implemented changes requested by customers in a timely manner while ensuring accuracy of data entry into ticketing system.
Education
Some College (No Degree) - IT Network Security
Torque IT
Johannesburg, South AfricaSome College (No Degree) - Microsoft Azure Security Engineer Associate
Microsoft ESI
OnlineSome College (No Degree) - CompTIA A+ And N+
Torque IT
Johannesburg, South AfricaSome College (No Degree) - Microsoft Azure Administrator
Torque IT
Johannesburg, South AfricaSome College (No Degree) - Junior Cisco Cyber security
Cisco Networking Academy
Online Some College (No Degree) - Networking and servers
Mind Luster
Johannesburg, South AfricaSkills
- Problem management
- System administration
- Hardware diagnostics
- Software configuration
- IT documentation
- Scripting and automation
- Asset management
- Backup and recovery
- Remote desktop support
- ITIL framework
- Service desk management
- Active Directory management
- Network administration
- IT security practices
- Technical support expertise
- Incident management
- Advanced troubleshooting
- SLA management
- Mobile device management
- Performance metrics analysis
- Virtualization technologies
Timeline
Senior Service Desk Engineer
Flight Centre Travel Group
11.2023 - Current
IT Support Engineer
Menzies Aviation
06.2018 - 11.2023
Service Desk Agent
Pink Elephant
01.2018 - 06.2018
Some College (No Degree) - IT Network Security
Torque IT
Some College (No Degree) - Microsoft Azure Security Engineer Associate
Microsoft ESI
Some College (No Degree) - CompTIA A+ And N+
Torque IT
Some College (No Degree) - Microsoft Azure Administrator
Torque IT
Some College (No Degree) - Junior Cisco Cyber security
Cisco Networking Academy
Some College (No Degree) - Networking and servers
Mind Luster
Similar Profiles
Brayden StrongBrayden Strong
Travel Consultant at Flight Centre Travel GroupTravel Consultant at Flight Centre Travel Group
Cynthia SpruillCynthia Spruill
Corporate Travel Consultant at Flight Centre Travel GroupCorporate Travel Consultant at Flight Centre Travel Group
Paras BhardwajParas Bhardwaj
Senior HR Business Partner - People & Culture at Flight Centre Travel GroupSenior HR Business Partner - People & Culture at Flight Centre Travel Group