Tshego Dithejane
Systems Support Specialist
Willow Park Manor,Pretoria
Summary
Dedicated professional with over 15 years of systems support experience. Demonstrated strong communication skills and effective organizational abilities while achieving results through teamwork and leadership. Committed to enhancing skills and contributing value within an organization that embraces responsibility and challenges.
Overview
4
4
Certifications
17
17
years of professional experience
Work History
Support Specialist
Treasury Management Systems (TMS)
11.2024 - Current
- Functioned as the primary liaison between clients and treasury management teams, promoting effective communication and stakeholder engagement.
- Managed implementation and onboarding of new clients by gathering requirements, scoping solutions, handing over projects, training users, and providing post-implementation support.
- Served as the primary liaison between clients and treasury management teams, ensuring effective communication and stakeholder engagement.
- Collaborated with business stakeholders and software developers to translate business requirements and functional specifications into actionable technical solutions.
- Collaborated with business stakeholders and software developers to translate business requirements and functional specifications into detailed technical solutions.
- Assisted in identifying process improvements and system enhancements to meet evolving client and business needs.
- Worked closely with project and operational teams to plan resource allocation and support activities effectively.
- Identified process improvements and system enhancements to address evolving client and business needs.
Systems Support Team Lead
Cartrack
03.2023 - 10.2024
- Oversee the day-to-day operations of the Systems Support Team
- Oversaw day-to-day operations of Systems Support Team
- Record and track team SLAs
- Conducted quality control to minimize errors and enhance procedures
- Conducting quality control to reduce errors to improve procedures
- On-board new Systems Support Team members and knowledge transfer
- Listened to team members’ feedback and resolved issues or conflicts
- Encouraged team members through regular feedback and recognition.
- Motivate team members
- Managed access control approvals for secure system access.
Systems Solution Specialist
Cartrack
09.2020 - 02.2023
- Acting Team Leader
- Followed up on tickets assigned to support staff to ensure timely resolution
- Handling 2nd & 3rd line support queries
- HO Staff offboarding – Signing off offboarding forms and terminating employees
- Knowledge transfer and on the job training for colleagues and other support staff
- Mobile and Web App testing
- Support staff leave management
- Access control approvals
- Report access approvals
- UAT Signoff
- Monitoring 7day SLA queue
- Chairing the weekly team catch-up meeting
- Creating and updating KB documents on the wiki
- Utilized PostgreSQL database management system
- Administered databases using PG Admin 3 and 4
- Accessed Linux servers through Putty for system management
- I-Net Designer
- Used WinSCP for secure file transfers
- Managed projects and tasks with Jira software
- Utilized CRM software for client relationship management
- Created software solutions with .NET Framework
- Maintaining the internal application systems that are beyond the development stage and are running in the daily operations of the business which spans over 25 countries
- Managing the reporting queue
- Checking log files for errors
- Troubleshooting and fixing report errors
- Generated archive reports to support data management and accessibility
- Creating and customizing SQL reports
- Adherence to POPI Act project
- Removing personal data fields from reports
- Oversaw report access requests and approvals
- Coordinated incident management processes
- Taking ownership of tickets until successful and satisfactory resolution
- SLA conformance and management of assigned tickets according to their priority states
- Escalation of critical issues to the correct department and in a timely manner
- Follow up on tickets escalated to other related resources
- Improved communication and provided regular feedback to clients and support staff
- System Integrity - Root cause analysis and resolution
- Analyzed support tickets to identify trends and issues
- Documenting all the information gathered during the analysis stage on the ticket
- Circulating and updating SOP documentation amongst support staff
- Generating one time data extractions
- Executed patch management and version control processes
- Assisting and handling user calls
- Managed bulk SMS campaigns for effective outreach
Database Administrator
New Integrated Credit Solutions (NICS)
09.2011 - 08.2020
- MySQL Server 2012, 2014, 2016
- MySQL Workbench
- MySQL (Linux online)
- PostgreSQL
- SSRS, SSAS, SSIS
- Spiceworks
- Develop and maintain databases
- Bulk Importing of client data
- Coordinated handover activities to ensure smooth transitions.
- Oversaw data ageing tasks to maintain data integrity.
- Conducted data tracing to ensure accuracy and completeness.
- Managed preparation of payment files for review.
- Executed bulk SMS campaigns for client communication.
- And any other data that needs to be loaded on the database
- Created quality checks on data import SQL scripts, ensuring data integrity and reliability
- Create SQL queries scripts to support business projects, operational and informational needs
- Controlling and monitoring user access to the databases
- User access creations
- Database developments
- Migration of data from the old Legacy databases to MySQL
- Improved the consistency, recoverability and accessibility of data
- Supported, maintained, and troubleshot SQL database systems, resolving issues to minimize downtime and maintain performance
- Generating and preparation of reports by querying from the database as per need, which includes Payover\Commission Reports for Finance department
- Handled various tasks related to data extraction and processing.
- Resolved daily troubleshooting issues for database systems.
- Extracted, transformed, and loaded data from various sources into target databases to support business operations
- Provide timeously and quality response to IT Support service requests
- User training on the in-house collections’ application
- Administrator for external collections’ applications (Swordfish, Lexpro, Excalibur)
IT Technician
New Integrated Credit Solutions (NICS)
06.2009 - 08.2011
- Troubleshooting IT related issues in the Call Centre
- Provided desktop support to users
- Install, maintain, configure required software
- Managed antivirus and operating system updates to ensure system security and performance
- Resolve technical problems with LAN and WAN
- RJ45 cable patching, configuration and testing of network connections for users’ workstations
- Provided hardware support for devices
- Repaired equipment and replaced parts to maintain operational efficiency
- Configure and maintain printers
- Configured email accounts for users
- Monitored backup processes for data integrity
- Microsoft Windows XP, Vista, 7
- Performed RJ45 cable patching for network connections, configuration and testing of network connections for users’ workstations
- Creating various daily reports for managers and supervisors
- Compiling monthly reports for the IT Manager
- Compiled daily reports for management review for managers and supervisors
- Excel 2007 training for call centre staff
- Conducted Excel 2007 training for call center staff for call centre staff
- Updating the asset register
Education
Bachelor of Arts Hons - Psychology
UNISA
01-2026
Bachelor of Arts - Health Sciences and Social Services in Applied Psychology for Professional Contexts
UNISA
01-2025
International Diploma - Computer Science (IDCS)
CTI
01-2009
Grade 12 - undefined
Prestige College
01-2007
Skills
Client support
Remote assistance
Training and coaching
Recordkeeping skills
Technical assistance
Technical troubleshooting
Technical support
Client relationship management
Additional Information
I am a Psychology graduate and looking to pursue a carrier as an Information Technology Talent Coordinator
Certification
Treasury Program: ACTSA Corporate Treasurer Programme, University of the Free State, October 2025
Timeline
Support Specialist
Treasury Management Systems (TMS)
11.2024 - Current
Systems Support Team Lead
Cartrack
03.2023 - 10.2024
Systems Solution Specialist
Cartrack
09.2020 - 02.2023
Database Administrator
New Integrated Credit Solutions (NICS)
09.2011 - 08.2020
IT Technician
New Integrated Credit Solutions (NICS)
06.2009 - 08.2011
Grade 12 - undefined
Prestige College
International Diploma - Computer Science (IDCS)
CTI
Bachelor of Arts - Health Sciences and Social Services in Applied Psychology for Professional Contexts
UNISA
Bachelor of Arts Hons - Psychology
UNISA
Personal Information
- Date of Birth: 1989-12-18
- Gender: Female
- Nationality: South African
- Driving License: Code 08
Section name
Personal Information: Date of Birth: 18 December 1989; Gender: Female; Nationality: South African; Race: Black; Driver’s License: Code 08