Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Ethnic Group
Personal Information
Residential Location
References
Timeline
Generic

Rose Mondlane

ICT Service Desk Analyst
Pretoria,Gauteng

Summary

Rose is a dynamic and productive individual who is eager to learn and succeed. She is a Microsoft Certified Information Technology Professional with over 13 years of working experience in IT. She has worked in IT and consulting companies supporting one of the biggest banks. Rose holds a Diploma in Information Technology Programming obtained in 2008 from Rosebank College. She has completed the following certifications: Microsoft Azure Fundamentals AZ-900, CompTIA A+, ITIL Foundation, and System- Web Development Certificate. Her attributes consist of the ability to diligently carry out tasks given to her and work effectively as an individual & a team player. Rose is a creative individual, who believes that her ideas can bring about positive and productive change in an organization. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Desk Agent

Altron
12.2019 - Current
  • Granting access on Exchange online, Granting access on Windows Powershell, Creating, amending on Azure (MFA), Amending user details e.g.: surname change, address, telephone numbers, etc., Amending service accounts for non-expiry password, Granting access to share drives, Granting access to ECM share for scanning access, Granting access to customer-first security groups, Creating/configure IBM lotus notes access, Creating, amending (grant / remove access), and deleting security groups, Creating, amending (grant / remove access), and deleting distribution lists, Creating, amending (grant / remove access), and deleting the generic mailbox, Creating contact cards for external clients, Configuring printer access, Software deployment using SCCM Client Agent, Installation/troubleshooting using Kaseya, Remote software installations via Remote Desktop Connection and Kaseya

Service Desk Analyst

Merchants - Dimension Data
04.2015 - 12.2019
  • Providing 2nd line support to users, Using Skype\Teams and SCCM to Remote Desktop to machines\workstations, Reroute\Reassign calls to relevant groups, Managing Active Directory ARS (Windows Server 2008 R2), Amendment of user’s information, Creation of a new NT account, Creation of new Service Accounts, Creation of Elevated Rights Administrative accounts, Creation of new share drives as well as granting access, Creation of a new generic mailbox as well as granting access, Creation of new distribution list/groups as well as granting access, Creation of a new security group as well as granting access, Creation of an email profile, Creation of the right fax access, Managing user accounts, Granting of access to scanning\ECM folders, Configuring printer access/Follow me Printing, Granting internet access, Granting access to the mailbox calendar, Working on Exchange Server 2010 administrator, Creation of lotus notes access using IBM application on windows server 2003, Configuring Lotus Notes and CMS (Credit Management System) database, Customer-specific Software Deployments over the network and manual installation

Call Tracker

Pink Elephant (Contracted to Dimension Data)
08.2012 - 03.2015
  • Working on Windows password reset - using Validation Portal / Active Directory, Working on Windows accounts unlock - using Validation Portal, Enabling windows account - using the validation portal, Worked on administering calls in accordance with the agreed processes on a daily basis, Logged requests and incidents on Remedy 8.1 whether it’s software related or hardware related, Update users on Active Directory, Assist with FCR (First Call Resolution) incidents, To quality assure all calls administered, To provide timely feedback to all requisite stakeholders (written and verbal), To manage all open calls with regards to the agreed application SLA, Update the call logging system with professional, meaningful, and descriptive communications to the customer and assignees responsible for resolving the call, Ensure the customer understands the solution to his/her problem before closing the call

Customer Service Agent

Atlantic Internet Services - Vox
08.2011 - 07.2012
  • Using Trax to log calls, Providing 1st line support to customers, Escalating unresolved issues, Updating customer information, Setting and troubleshooting the following: ADSL connection, Dial-up connection, 3G connection, and Iburst installation, Working and responding to E-mails, Handling fax and forwarding them to Email

Systems Engineer

T Systems
06.2011 - 07.2011
  • Ensure each asset is labelled with a TS asset tag, Changing / Setting a BIOS password, Disabling remote booting devices via USB, Validate / Change the serial number in the BIOS to match the serial number on the devices, Validate / Change the computer hostname to match the asset tag on the device, Ensure the workstation logs on to the ZA01 domain, Rebooting the computer, Running One touch script to perform the audit

IT Help Desk Agent

Department of Trade and Industry
10.2009 - 06.2010
  • Using Heat v3 to log calls, Handle customer requests, problems, and queries, Restore service availability with minimal interruption by providing 1st line support, Assign incidents to the relevant support technical staff, Escalate unsolved incidents, Register customer queries, Categorize incidents and service requests, Assess the impact and urgency of incidents and service requests, Escalate incidents and service requests, Resolve incidents and service requests, Register new customers, Update customer information

Education

Diploma in Information Technology Programming -

Rosebank College
01.2008

Grade 12 (Matric) -

Micha Kgasi High School
North West
01.2005

Skills

  • Service desk
  • Programming/coding
  • Software development
  • Systems engineering
  • Project management
  • Information Technology
  • Microsoft Excel
  • Microsoft Word
  • Microsoft PowerPoint
  • Helpdesk
  • Installations and configurations
  • Active Directory
  • Exchange\Messaging
  • 1st and 2nd line support
  • Windows Operating Systems
  • Setups and updates
  • Incidents and service requests management
  • Verbal and written communication skills
  • Telephone etiquette
  • Customer service
  • Analytical skills
  • Attention to detail
  • Ability to work in a fast-paced and pressurized environment
  • Empathy and patience
  • Network Troubleshooting
  • Ticketing system proficiency

Accomplishments

I have won the employee of the year.

Certification

  • 2022, CTU Menlyn, Microsoft Azure Fundamentals AZ-900
  • 2017, CTU Menlyn, CompTIA A+ 220-901
  • 2014, Pink Elephant, Information Technology Infrastructure Library Foundation v3
  • 2011, Torque IT, Microsoft Certified Information Technology Professional
  • 2010, SITA (State Information Technology Agency), System/ Web Development/NQL5

Languages

  • English
  • Tswana
  • Zulu
  • Sotho

Ethnic Group

African

Personal Information

  • Available: 1 Month Notice
  • Gender: Female
  • Nationality: South African

Residential Location

Pretoria

References

  • Mayembe Mtonga, Dimension Data, 0615086732
  • Boitumelo Monyepao, Altron, 0794916782
  • Jean-Carlo Batista, Altron, 0834118118

Timeline

Service Desk Agent

Altron
12.2019 - Current

Service Desk Analyst

Merchants - Dimension Data
04.2015 - 12.2019

Call Tracker

Pink Elephant (Contracted to Dimension Data)
08.2012 - 03.2015

Customer Service Agent

Atlantic Internet Services - Vox
08.2011 - 07.2012

Systems Engineer

T Systems
06.2011 - 07.2011

IT Help Desk Agent

Department of Trade and Industry
10.2009 - 06.2010

Diploma in Information Technology Programming -

Rosebank College

Grade 12 (Matric) -

Micha Kgasi High School

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Rose MondlaneICT Service Desk Analyst