Talifhani Phaswana

Work History

NTT DATA, Inc.

04.2024 - Current

Monitored network capacity and performance to diagnose and resolve complex network problems.
Provided network support services for devices such as hubs, bridges, routers, and other hardware.
Reduced downtime with proactive monitoring of network devices and rapid troubleshooting.
Optimized routing protocols to improve data transfer speeds across the organization''s network infrastructure.
Provided complete end-to-end engineering and installation of route-based IP network solutions.
Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.

NTT DATA, Inc.

11.2020 - 03.2024

Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
Resolved common user concerns by utilizing preset issue resolution scripts.
Conducted periodic audits of IT assets as part of preventative maintenance efforts aimed at reducing system downtime due to hardware failures or software glitches.
Maintained high-quality service standards by adhering to established processes and guidelines.
Proactively sought feedback from customers, using the information gathered to identify areas of improvement in service quality or delivery.
Engaged in user support interactions via telephone, chat and email platforms.
Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

Gijima Technology People

01.2018 - 12.2019

Scheduled service calls according to customer location and urgency of need.
Provided remote support for clients experiencing technical difficulties, resolving problems quickly and efficiently without the need for on-site visits.
Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
Tested equipment performance and demonstrated operation and servicing of equipment to customer.
Performed detailed diagnostics to accurately identify root causes and implement appropriate solutions for improved system performance.
Performed onsite installation, modification and maintenance of systems and equipment.
Effectively prioritized competing demands from multiple clients while maintaining high standards of quality in all completed work assignments.

Datacentrix

01.2017 - 02.2017

Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
Coordinated with vendors for timely procurement of necessary hardware components at competitive prices, maximizing budgetary resources while maintaining quality standards.
Managed inventory of hardware components, ensuring availability for upgrades and replacements as needed.
Implemented robust backup strategies to safeguard critical data from loss or corruption due to hardware failures or security breaches.
Set up and updated equipment for customer use in line with company standards and procedures.

Gijima Technology People

09.2016 - 11.2016

Speed Points support Verification Capturing Data Resolving Incidents auditing FNB speed point machines
Supported Speed Points systems by troubleshooting and resolving technical issues, which enhanced service reliability and customer satisfaction across multiple locations.
Verified system integrity through detailed checks and evaluations, helping to ensure secure transactions and minimize downtime for users.
Captured and analyzed performance data from installations, which provided valuable insights that drove improvements in service delivery and operational efficiency.
Resolved incidents promptly and efficiently, contributing to a 30% reduction in resolution time, ultimately leading to improved client trust and loyalty.
Managed inventory effectively, ensuring timely procurement of parts to avoid delays in servicing critical machinery.
Consulted with clients on best practices for equipment use, contributing to improved longevity and operational efficiency.

Gijima Technology People

04.2015 - 04.2016

Optimized PC performance through regular updates, patches, and system upgrades.
Configured hardware, devices, and software to set up work stations for employees.
Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
Walked individuals through basic troubleshooting tasks.
Troubleshot potential problems and eliminated before issues escalated or cascaded.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Monitored system performance to maintain system integrity.
Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
Smartboard support.