ONGEZIWE DYANOPU
Cape Town
Summary
Delivers frontline L1 desktop support by diagnosing hardware, software, Microsoft 365, and Active Directory issues. Resolves incidents quickly through remote tools and ServiceNow, building user trust and supporting stable IT operations.
Overview
7
7
years of professional experience
Work History
L1 Desktop Support Engineer
Wavenet
Cape Town, South Africa
12.2025 - Current
- Delivered frontline IT support as the first point of contact for technical issues, ensuring smooth operations.
- Provided remote assistance to users using RMMand Ninja ,diagnosing and resolving problems in real time.
- Supported Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) while performing Active Directory tasks, including password resets, account unlocks, and user management to enhance user access.
- Logged and managed incidents through ServiceNow, ensuring accurate documentation and timely updates to users during resolution.
- Built strong relationships with end-users by clearly explaining technical solutions, resulting in high levels of customer satisfaction.
- Escalated complex cases to higher-level support teams for resolution.
Bridge Engineer
Wavenet
Cape Town, South Africa
01.2025 - Current
- Client Support & Call Handling: Responded to client calls during out‑of‑hours shifts (12‑hour rotations), providing first‑line support across IT, Network, and Voice services.
- Incident Escalation: Logged and escalated urgent cases to on‑call engineers, ensuring timely resolution of critical issues.
- Coordination with Engineers: Acted as the central point of contact between clients and engineers working overnight, facilitating smooth communication and case handovers.
- Service Continuity: Maintained uninterrupted support for clients paying for out‑of‑hours coverage, guaranteeing SLA compliance and customer satisfaction
Customer Service Representative
Tech Mahindra
Cape Town, South Africa
08.2022 - 12.2024
- Acted as first point of contact for Vodacom customers, providing professional and friendly support for mobile, broadband, and account services.
- Managed high volumes of inbound calls, emails, and live chats, effectively resolving queries on billing, contracts, upgrades, and technical issues.
- Assisted customers with troubleshooting mobile devices, SIM activations, and network connectivity problems, ensuring minimal downtime.
- Facilitated customer navigation of self-service portals and mobile applications, enhancing digital adoption and minimising repeat queries.
Customer Service Representative
Callforce
Cape Town
01.2020 - 07.2022
- Handled inbound and outbound calls to support clients with queries related to fibre packages, billing, upgrades, and technical issues.
- Guided customers through router setup, Wi-Fi configuration, and basic network troubleshooting during remote support sessions.
- Delivered customer service by actively listening, empathising, and providing clear, step-by-step solutions to effectively resolve issues.
- Coordinated scheduling of installations with field technicians and resolved escalated service faults to ensure timely service delivery.
- Educated customers on Vodacom’s fiber products, promoting upgrades and value-added services to enhance overall satisfaction and user experience.
Education
Business Management N5 -
West Coast College
Saldanha, WC12-2014
Business Management N4 -
West Coast College
Saldanha, WC12-2013
Grade 12 -
Diazville High School
Saldanha, WC01-2011
Skills
- Remote assistance and support
- Incident management
- Microsoft 365 administration
- Active Directory
- Troubleshooting techniques
- Printer support
- ServiceNow ticketing
- RMM /Connectwise
- Technical support
- Software configuration
- IT service ticketing systems
- Software installation and upgrades
- Microsoft Azure
- Remote support
Timeline
L1 Desktop Support Engineer
Wavenet
12.2025 - Current
Bridge Engineer
Wavenet
01.2025 - Current
Customer Service Representative
Tech Mahindra
08.2022 - 12.2024
Customer Service Representative
Callforce
01.2020 - 07.2022
Business Management N5 -
West Coast College
Business Management N4 -
West Coast College
Grade 12 -
Diazville High School