Sedie Edith Thebe

• Achieved reduced downtime through proactive identification and resolution of Network issues.
• Actively participated in process improvement initiatives aimed at increasing overall operational efficiency within the NOC environment.
• Served as an escalation point for complex issues requiring advanced troubleshooting expertise or coordination with multiple departments.
• Enhanced network efficiency by monitoring and troubleshooting various systems in a 24/7 environment.
• Monitoring Long distance Network, Analyzing and localizing fault/Fiber break, logging fault with the relevant Party.
• Assisted in training junior NOC operators ( Interns), sharing knowledge and best practices to enhance team capabilities.
• Provided exceptional customer service by promptly addressing client concerns / Customer Complaints regarding network performance or availability issues.
• Streamlined communication with team members for efficient problem-solving and incident management.
• Diagnosed and resolved hardware and software issues.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Analyzed network traffic and performance metrics to optimize system performance.
• Provided exceptional customer service by promptly addressing client concerns regarding network performance or availability issues.
• Document all the incident on the Ticketing system and update it regularly.
• Update external and internal customers of incidents/ faults
• Update post mortem report for the priority 1 faults/incidents and sent it at the end of the shift.
• Update shift handover report for faults/incidents and sent it at the end of shift.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Strengthened communication skills through regular interactions with others.
• Paid attention to detail while completing assignments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Learned and adapted quickly to new technology and software applications.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

• Monitor Infraco Long Distance Network (NLD).
• Monitor DWDM (Metro) Network Previously.
• Create a Ticket on a ticketing tool within the work flow tool in case of failure and outage in the live. Network (Also coming from Customer site).
• Escalate Incidents in order to undertake the necessary actions to recover the failure.
• Responsible for Incident and Ticket until it is resolved.
• Responsible for doing shift reports and Trouble Tickets routine works.
• Ensure that the ticket content quality is up to required standard.
• Ensure that the response time taken for the creation of ticket on receipt of fault is within 15 minutes allocation.
• Ensure time taken to analyses and initiate technology escalations towards Field Services or Second Level Support (SLM) is within the prescribed 30 minutes allocation.
• Diagnose and localize faults.
• Logging faults with relevant party.
• Further diagnosing fault on FMS Machine.
• Dispatch a tech to attend to the fault and investigate.

Document all the incidents on ticketing tool and update it regularly.

Create a postmortem report for all the incidents monthly.

• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Analyzed problems and worked with teams to develop solutions.
• Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
• Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
• Analyzing systems, Normalizing Data
• Creating and maintain Database
• Testing the system
• Creating off-line Portal (Website)
• Creating Users on the Network
• Changing Passwords for users
• Connecting users to printers (Network/local)
• Installing Novell Software and maintaining it
• Correcting / Troubleshooting network problems
• Building Computers and Installing Operating System
• Help-desk and logging faults
• Installing and testing of new and used Equipment
• Identify/Troubleshoot Computer, printers

Problems