Solarwinds
Sibabalwe Nombombo
Service Desk Monitoring Analyst
Randburg
Summary
I am an IT professional with strong organizational skills, a solid work ethic, and a friendly nature. Highly motivated and able to connect well with people from different backgrounds. Experienced in providing technical support and resolving a wide range of IT issues quickly and effectively. Known for being a reliable team player and adaptable in fast-changing environments. Skilled in troubleshooting, customer service, and technical support. Passionate about improving ITSM/ITOM processes and ensuring smooth operations, with a focus on helping teams work efficiently and keeping systems running without disruption.
Overview
4
4
years of professional experience
2
2
Certifications
1
1
Language
Work History
Fashion Consultant
TFG, The Foschini Group
01.2022 - 11.2022
- Assisted in merchandising store displays, resulting in a visually appealing shopping environment.
- Boosted sales revenue through effective upselling and cross-selling of fashion products.
- Developed lasting relationships with clients, leading to increased repeat business and loyalty.
Service Desk Technician
HCL Tech
03.2023 - Current
- Monitor network systems and respond to alerts, ensuring uptime and performance.
- Provide first-line technical support for end-users across applications, devices, and systems.
- Troubleshoot and resolve login issues, password resets, and account lockouts via Active Directory.
- Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.
- Escalate unresolved incidents to second-line support teams while maintaining detailed documentation.
- Assist with SCADA, PI, and other operational systems where required.
- Deliver timely updates to users and stakeholders during incident bridges.
- Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Enhanced system performance with regular system monitoring, troubleshooting, and optimization tasks.
- Identified opportunities for process improvement within the organization''s approach toward network infrastructure management as a direct result of monitoring duties.
Education
High School Diploma -
Rostec High School
Johannesburg, South Africa12.2018
Diploma in Information of Technology
Richfield Graduate Institute of Technology
Johannesburg, South Africa 04.2001 -
Skills
Ticketing system
Software
Service Now
Grafana
Application Manager
Lan Sweeper
Certification
Diploma in Information Technology
Timeline
Cisco Certified Support Technician CCST Networking
05-2023
Service Desk Technician
HCL Tech
03.2023 - Current
Diploma in Information Technology
12-2022
Fashion Consultant
TFG, The Foschini Group
01.2022 - 11.2022
Diploma in Information of Technology
Richfield Graduate Institute of Technology
04.2001 -
High School Diploma -
Rostec High School