RAKGADI JEANNY KEKAE
Helpdesk Support Specialist
Centurion
Summary
Friendly Help Desk Technician with eight years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Competent Help Desk Support well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
11
11
years of professional experience
26
26
years of post-secondary education
2
2
Certifications
Work History
Help Desk Support Specialist
Driving Licence Card Account
08.2015 - Current
- Writing of functional Specification and training manuals Documentation for new system installation at Driving Licence Centres nationwide which requires excellent business analysis skills
- Documenting and Implementing Business Process flows for all organization department and monitor the Process flows for any changes
- Supporting every stage of the SDLC in the LEU (Life enrolment Unit) project, to enable on time delivery of value-aligned to key business objectives
- Plan, budget, monitor and report on the LEU (Life enrolment Unit) project with project management tools, sometimes pitching the idea of the project or being assigned to it once it’s already been approved
- Playing as a bridge between upper management, stakeholders and the teams tasked with the actual execution of the project
- Making sure the project plan is sound, report regularly on its progress and monitor it to ensure that its execution stays within the approved budget and schedule
- Resolving driving license applications queries on Oracle using SQL plus command-lines, providing line first line of support in troubleshooting system faults
- Implementing and maintaining ITIL and Batho-Pele principles for best service delivery
- Develop frameworks for analyzing business competition
- Build attainable plans for reaching business goals
- Develop security standards and best practices for their organization
- Recommend security enhancements to management or senior IT staff
- Help computer users when they need to install or learn about new security products and procedures
- Educating employees and stakeholders about security best practices to reduce the risk of human-related security threats.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Supervised daily configuration activities and business systems operations.
- Responded to inquiries by phone, email and walk-up requests.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Worked with document imaging technologies and deployment software.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
- Provided end-user system and equipment training.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Remedy Junior Software Engineer
metaWEAVE
01.2013 - 12.2014
- Programming BMC remedy software as per company’ Clients request includes following functions: Installation and Configuration of BMC Remedy ITSM Configuring in BMC Release Process Management.
- System administration functions – Managing Remedy User Accounts with Roles and Privileges
- Importing and exporting data on Remedy Systems
- Creating and managing user’s macros on Remedy system
- Implementation and management of Service Management Centre (SMC) in line with ITIL methodologies
- Develop security standards and best practices for their organization
- Recommend security enhancements to management or senior IT staff
- Help computer users when they need to install or learn about new security products and procedures
- Manipulated and implemented object-oriented programming models.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Delivered completed products within project deadline.
- Collaborated with fellow engineers to evaluate software and hardware interfaces.
- Applied computational procedures and advanced mathematics in coding environments.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Employed debugging tools to promptly correct code issues.
- Tuned and improved software source code based upon new user requirements and technical guidelines.
- Documented customer requirements and project plans.
- Collaborated with senior software staff to produce new software solutions.
- Teamed with business analysts to deliver high-availability solutions for mission-critical applications.
- Contributed to daily scrum meetings with team updates.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
Education
Associate of Science - Information Technology
04.2001 - 04.2017
- Duration: 01/2016 TO 06/2017
- Subjects: RESEARCH METHODOLOGY 4, SOFTWARE PROJECT MANAGEMENT 4, SOFTWARE ENGINEERING AND DESIGN, COMPUTER SECURITY, IT MANAGEMENT, PROJECT 4, SOFTWARE ENGINEERING, STRATEGIC INFORMATION SYSTEM, IT INTERNAL AUDITING, ARTIFICIAL INTELLIGENCE
Associate of Applied Science - Information Technology
04.2001 - 04.2011
- Duration: 01/2009 TO 12/2011
- Subjects: WEB DEVELOPMENT, PHP, MySQL, HTML, CSS, DEVELOPMENT SOFTWARE, VISUAL BASIC.NET, ASP.NET, INFORMATION SYSTEMS, SQL, ORACLE, PROJECT MANAGEMENT, MICROSOFT ACCESS, SYSTEM SOFTWARE, A+ GUIDE TO SOFTWARE, A+ GUIDE TO HARDWARE, NETWORKS (CISCO), BUSINESS ANALYSIS, IT SKILLS, COMMUNICATIONS SKILLS, LEGAL SKILLS, ACCOUNTING SKILLS, ENTREPRENEURSHIP, COMPUTER SKILLS AND LITERACY, MICROSOFT WORD, MICROSOFT EXCEL, MICROSOFT POWERPOINT, MICROSOFT ACCESS, MICROSOFT PROJECT, MICROSOFT VISIO
Skills
System Administration
undefinedCertification
STRATEGIC PLANNING AND CHANGE MANAGEMENT CERTIFICATE, IMSIMBI COLLEGE
High School Details
BOITUMELONG SENIOR SECONDARY, GRADE 12, SEPEDI FIRST LANGUAGE, ENGLISH SECOND LANGUAGE, PHYSICAL SCIENCE, MATHEMATICS, GEOGRAPHY, BIOLOGY, 2006
Criminal Record
NONE
Physical Address
216 ARCHILLIES STREET, BOARDWALK HEIGHTS, PRETORIA EAST, 0048
Cell Phone
+2776 247 2448
Personal Information
- ID Number: 8804140900082
- Date of Birth: 04/14/88
- Gender: FEMALE
- Driving License: YES (Code C1)
References
- Senior IT Manager, Driving Licence Card Account, 012 347 2522 / 063 826 8463, shadrack.mabe@dlca.gov.za, Mr Shadrack Mabe
- Senior HR Manager, Driving Licence Card Account, 079 097 3869, letlhogonolo.molapisi@dlca.gov.za, Letlhogonolo Molapisi
- Supervisor/ Mentor, metaWEAVE, (083) 287 9956, dane.pillay@metaweave.co.za, Mr Dane Pillay
- Director, metaWEAVE, (012) 756 4228, jannie.stander@metaweave.co.za, Mr Jannie Stander
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
STRATEGIC PLANNING AND CHANGE MANAGEMENT CERTIFICATE, IMSIMBI COLLEGE
05-2019
ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT, ALEXOS
12-2018
Help Desk Support Specialist - Driving Licence Card Account
08.2015 - Current
Remedy Junior Software Engineer - metaWEAVE
01.2013 - 12.2014
VAAL UNIVERSITY OF TECHNOLOGY - Associate of Science, Information Technology
04.2001 - 04.2017
VAAL UNIVERSITY OF TECHNOLOGY - Associate of Applied Science, Information Technology
04.2001 - 04.2011
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