Thuto Lenake
Information Technology
Centurion
Summary
I am a results-driven Information Technology prospect. I have previously worked in a Software Technical Support environment, whereby I have contributed to ensuring that Incidents are promptly and effectively managed and resolved within Service Level Agreement for an ongoing project that is currently a success. I hold a Diploma in Information Technology as well as a Higher Certificate in Information Technology (Information Systems) and a Network + certification. I can work well with people and ensure that all interactions are well understood. Having been part of a team that has achieved a teamwork award, I understand the value of being a good team member and how to work collaboratively to provide the best results. I believe in achieving tasks efficiently as well as in detail.
Overview
1
1
year of professional experience
10
10
years of post-secondary education
1
1
Certification
Work History
Software and Technical Support Agent
Adapt IT
Midrand
03.2022 - 03.2023
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Providing support through tickets created by users while working to keep within the service level agreement (SLA).
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Promoted efficiency among departments with prompt resolution of system issues.
- Performing root cause analysis of customer issues or queries.
- Identify problem trends to management and possible actions to assist with process improvement.
- Creation of incident reports.
- Documented support interactions for future reference.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Education
Matric - NSC
Suncrest High School
VanderbijlPark 01.2011 - 12.2015
Higher Certificate Information Technology - Information Systems
CTI Education Group
VanderbijlPark 01.2016 - 04.2018
Diploma Information Technology - Information Systems
Vaal University Of Technology
Vanderbijlpark 01.2019 - 05.2022
Skills
Technical Support
undefinedCertification
Network +
References
Angeline Mthombeni
Line Manager
Adapt IT
010 494 0578
Dr R van Eck
Senior Lecturer
Vaal University Of Technology
Department of ICT
rene@vut.ac.za
016-9509899
Ricardo da Rocha
Lecturer
Vaal University Of Technology
ricardo@vut.ac.za
016-9506951
Timeline
Software and Technical Support Agent
Adapt IT
03.2022 - 03.2023
Diploma Information Technology - Information Systems
Vaal University Of Technology
01.2019 - 05.2022
Higher Certificate Information Technology - Information Systems
CTI Education Group
01.2016 - 04.2018
Matric - NSC
Suncrest High School
01.2011 - 12.2015
Network +
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