Sinenhlanhla Hlongwana
IT SOC Analyst
Durban
Summary
I have good communication skills, an analytical mindset, and a remarkable attention to detail, which allows me to absorb difficult information and clearly explain it to others. I am process-oriented, ensuring that activities are completed efficiently and in accordance with set criteria. With a compliance-driven strategy, I prioritize following laws, regulations, and industry standards. I am committed to constant learning, which allows me to stay current with industry trends and develop my skills. Furthermore, my keen sense of observation and active listening skills allow me to comprehend the needs of others, address difficulties efficiently, and make informed choices.
Overview
6
6
years of professional experience
Work History
IT SOC Analyst
Call Centre International
UMHLANGA
08.2022 - Current
- Monitor security alerts and logs to identify potential threats or vulnerabilities.
- Analyze and investigate security incidents to determine their impact.
- Respond to and mitigate security breaches or intrusions.
- Maintain and update security tools and systems.
- Provide regular reports on security incidents and trends.
- Collaborate with other IT teams to improve security posture.
- Monitor incoming and outgoing traffic for DLP (Data Loss Prevention) purposes.
IT User Access Management
Call Centre International
01.2022 - Current
- Create, modify, and deactivate user accounts.
- maintained secure access controls, conducting access reviews, and providing support for password resets and account lockouts.
- Manage permissions and access rights based on job roles.
- Troubleshoot access-related issues and provide user support.
- Ensure compliance with security policies and perform regular access audits.
- Collaborate with other IT teams to maintain system security.
IT Service Desk Administrator
Call Centre International
06.2021 - 01.2022
- Delivered training sessions to end-users on various software applications, increasing their proficiency levels and overall productivity.
- Streamlined ticketing system management for faster response times and increased issue resolution rates.
- Conducted periodic audits on service desk operations identifying areas needing improvement or optimization strategies implementation opportunities for continued growth within the role itself as well as overall organizational goals alignment needs being met at all times.
- Maintained a high level of professionalism while interacting with customers, fostering positive relationships and trust in the IT department''s capabilities.
- Enhanced customer satisfaction by providing timely and effective support for IT-related issues.
Customer Service Complaints Manager
Call Centre International
01.2020 - 06.2021
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Implemented a user-friendly, centralized system for tracking and managing customer complaints, improving the overall organization''s responsiveness.
- Established clear communication channels within the organization for reporting emerging problems or potential product defects that could lead to future complaints.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Championed a culture of continuous improvement within the team through regular feedback sessions, training sessions, and open discussions about process enhancements.
Customer Service Representative
Call Centre International
04.2019 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Arts - GAD (Government, Administration And Development)
University of South Africa
Durban, South Africa 04.2001 -
Ganges Secondary School
Durban, South Africa 04.2001 -
Skills
- Good communication skills
- Analytical thinker and Pay attention to detail
- Process orientated
- Compliance driven
- Committed to Continues learning and development
- Observant and have excellent active listening skills
Timeline
IT SOC Analyst
Call Centre International
08.2022 - Current
IT User Access Management
Call Centre International
01.2022 - Current
IT Service Desk Administrator
Call Centre International
06.2021 - 01.2022
Customer Service Complaints Manager
Call Centre International
01.2020 - 06.2021
Customer Service Representative
Call Centre International
04.2019 - 01.2020
Bachelor of Arts - GAD (Government, Administration And Development)
University of South Africa
04.2001 -
Ganges Secondary School
04.2001 -
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