Odwa Mapongwana

• Expertly address customer needs with attentive listening and swift technical issue resolution, ensuring optimal service delivery.
• Research and provide comprehensive IT solutions via our management system, maintaining adherence to SLAs.
• Delivered technical support across hardware, software and user access management
• Supported Microsoft 365, Teams, SharePoint, Zoom and Google Workspace
• Ensured compliance with SLAs and participated in service improvement projects
• Created user documentation and conducted onboarding/training
• Second-in-command to Senior Consultant; provide mentorship to junior staff

Cybersecurity & Governance Responsibilities

• Supported endpoint protection, patch management and system compliance.
• Managed access control using Azure Active Directory, including role-based access (RBAC) and multi-factor authentication (MFA).
• Escalated and responded to phishing, account compromise, and malware incidents in collaboration with ICTS security teams.
• Supported the implementation of secure configurations and encryption (e.g., BitLocker).
• Promoted cybersecurity awareness by training users on best practices, social engineering, and safe data sharing.
• Participated in audits by maintaining access logs, compliance records, and asset tracking documentation.
• Ensured policy adherence to internal governance requirements and ISO 27001-aligned frameworks.
• Facilitated workshops and training sessions for staff, enhancing their skills and knowledge in cybersecurity.

• Expertly troubleshoot and resolve customer issues via walk-ins and our call management system, ensuring prompt and effective solutions.
• Provide comprehensive desktop support for Windows systems and proficiently configure network components, prioritizing security and connectivity.
• Answered incoming calls and emails from current users and asked open-ended questions to determine needs.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints and concerns.

• I've overseen campaign bookings for diverse clients on the D6 School Communicator platform, ensuring seamless execution.
• Conducted detailed daily and monthly reporting tailored to client specifications.
• Provided client service, offering tech support as needed.
• Effectively briefed in artwork and ensured timely campaign launches.

• Manage outbound customer calls regarding account enquiries and proactively engage with customers to assist in arranging payments.
• Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
• Developed strong relationships with customers to foster timely payments and account resolution.

• Efficiently manage telephone enquiries and warmly welcome visitors, offering essential information and assistance.
• Managed multiple tasks and met time-sensitive deadlines.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.