Portia Qambi
IT Service-desk Lead
Cape Town
Summary
I am a highly skilled Technical Analyst with a proven track record of 10 years in the IT industry. Throughout my career, my expertise includes outstanding communication and leadership abilities, allowing me to excel in IT service desk roles. As an IT professional with a BTECH in Information Technology Management, I possess a solid foundation to address complex technical challenges.
Overview
12
12
years of professional experience
Work History
Global ServiceDesk Analyst
NSC Global
01.2016 - Current
- Effectively manage high-priority tickets and handle complex incidents to ensure prompt resolution, promptly escalating issues when required
- Collaborate with vendors such as Cisco, Juniper, Checkpoint, Riverbed, and HP to troubleshoot network problems and resolve issues efficiently
- Ordering network devices, coordinate on-site technician visits, and lead projects during out-of-hour shifts
- Deliver professional and attentive support to customers worldwide via phone and email, consistently upholding high standard of service
- Take charge of documentation and reporting, making valuable contributions to improve understanding and resolution of quality-related matters
- Uphold and support Service Level Agreements (SLAs) to meet and exceed service performance standards.
Junior 1st Line Analyst
Computacenter
01.2015 - 01.2016
- Remotely resolve technical issues
- Ensuring all requests logged are handled effectively and efficiently
- Following documented processes / procedures provided by client
- Deploy software's via SCCM on user's machine
- Installing software's manually using Remote Desktop Assistance
- Create new domain network accounts on Active Directory
- Create file and folder access and grant permissions on AD
- Create and manage mailboxes and distribution lists using Microsoft Exchange
- Monitor user accounts, generate reports for senior management
- Working on Windows server 2008 /windows server 2012 to create and disable existing users
- Escalate and address critical issues to meet SLA requirements
- Track and manage IT resolver group calls to ensure timely resolution and closure.
IT Technician Junior
Vodacom - Cape Town
01.2013 - 01.2015
- Provide IT support to end-users, log calls using HP Service Desk and Remedy
- Resolve issues remotely, including password resets, MS Office functionality, and mailbox configurations
- Troubleshoot user workstations and LAN connectivity issues, including VPN, Wi-Fi, and mobile broadband
- Utilize NetIQ and Microsoft Exchange for mailbox and distribution list management
- Monitor IT resolver group calls, ensuring adherence to SLAs.
Network Support (Inservice- Training)
CPUT - Bellville Campus
08.2012 - 12.2012
- Setup Internet& wireless connection for students and staff
- Acquired skills in configuring and troubleshooting network devices
- Acquired skills in setting up IP Phones
- Monitored network performance, including switches and routers.
Education
Information Technology Management
Cape Peninsula University of Technology
Cape TownNational Diploma - Information Technology - undefined
Cape Peninsula University of Technology
Skills
Experience in tracking and managing service level agreementsundefined
References
References Available Upon Request.
Timeline
Global ServiceDesk Analyst
NSC Global
01.2016 - Current
Junior 1st Line Analyst
Computacenter
01.2015 - 01.2016
IT Technician Junior
Vodacom - Cape Town
01.2013 - 01.2015
Network Support (Inservice- Training)
CPUT - Bellville Campus
08.2012 - 12.2012
Information Technology Management
Cape Peninsula University of Technology
National Diploma - Information Technology - undefined
Cape Peninsula University of Technology
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