Tshimbiluni Veronica Takalani
Technical Writer
Diepsloot
Summary
I am a dedicated IT professional with a strong passion for technology and problem-solving. Backed by hands-on training and industry-recognized certifications, I am well-prepared to launch a dynamic career in the fast-paced world of IT. Whether delivering exceptional technical support or developing practical, innovative solutions, my goal is to add value, enhance user experiences, and contribute meaningfully in every role I take on.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Writer
Mimecast
Johannesburg
02.2024 - Current
- Determine the clearest and most logical format to present information for optimal reader comprehension.
- Collaborate with subject-matter experts (SMEs) to ensure accurate and comprehensive coverage of specialized topics.
- Analyze information to develop or update KB articles, Service Updates, Known Issues, and form documentation.
- Review content created by team members to ensure clarity, consistency, and quality.
CUSTOMER SUPPORT Engineer
Mimecast
Johannesburg
03.2022 - 01.2023
- Telephonic technical support case troubleshooting and resolution.
- Assist clients with the use of the Mimecast services and ensure best practice configuration.
- Support international clients outside business hours.
- Escalation of cases and follow-ups of technical issues.
ASSOCIATE ENGINEER
Mimecast
Johannesburg
04.2020 - 02.2022
- Telephonic technical support case troubleshooting and resolution.
- Escalation of cases and customer feedback.
- Work with the entire Service Delivery team to provide support to our worldwide customer base.
- Triage inbound customer support phone calls and identify those that can be quickly resolved.
- Work collaboratively with senior staff to quickly assess and respond to email-based support queries prior to escalation.
- Work with and provide exceptional support to Mimecast partners and resellers.
TECHNICAL SUPPORT ENGINEER
Cipherwave Home Connect
Johannesburg
10.2018 - 03.2020
- Provide 1st line support for Wi-Fi, and internet-related issues.
- Deliver efficient technical support to Fiber to the Home (FTTH) clients.
- Preconfigure routers for FTTH installations.
- Configure VoIP phones (Yealink).
- Troubleshoot VoIP-related issues for clients using PBX and Porta Billing systems.
- Assist clients remotely and on-site with connectivity problems.
- Monitor network status and report outages promptly.
- Diagnosing and resolving a wide range of network issues.
- Respond to client tickets within agreed SLA timelines.
- Log customer queries with suppliers using phone, ticketing, and SMS systems.
- Communicate professionally with clients across all communication platforms.
- Maintain up-to-date ticket records and ensure incidents are managed, prioritized, and escalated as needed.
IT SYSTEM ADMINISTARTOR
Skhomotechnologies
Johannesburg
09.2016 - 08.2017
- Configure Windows Server 2016, including Active Directory setup, DNS, DHCP, and adding computers to the domain.
- Install and monitor thin client systems.
- Set up Exchange Server and configure SharePoint.
- Configure servers for remote support access.
- Add printers to the network and manage printer configurations.
- Monitor printer cartridge levels via IP address and replace cartridges as needed.
- Provide desktop support for the COGTA Municipal Infrastructure Grant (MIG) project, assisting with municipal IT support.
- Install drivers and antivirus software across devices.
- Perform data backups and install Windows operating systems.
Data Quality Coordinator
Ericsson
Johannesburg
08.2015 - 03.2015
- Performed data validation to ensure quality and integrity in managing cell site inventory.
- Handled data governance tasks, including identifying and resolving exceptions within the Vodacom Network Inventory Programme (NIP).
- Conducted data staging by modeling required components as part of site templates and validating them for client presentation to ensure high-quality, accurate site data.
Education
National Diploma - Computer Systems Engineering
Vaal University of Technology
03.2018
Certification
- Coursera, Online, Professional Certificate, Introduction to Technical Writing, This covers the fundamentals of clear, concise, and structured communication for technical audiences. It covers key skills like audience analysis, document organization, and effective editing techniques.
- Coursera, Online, Professional Certificate, Connect and Protect: Networks and Network Security, This covers how computer networks function and how to secure them against cyber threats. It covers key concepts like network architecture, protocols, firewalls, and encryption.
- Coursera, Online, Professional Certificate, Introduction to Cybersecurity Essentials: IBM, Provides a foundational understanding of cybersecurity principles, threats, and best practices. It covers key topics such as network security, risk management, and cyberattack prevention.
- Coursera, Online, Professional Certificate, Google: Play It Safe: Manage Security Risks, Provides foundational knowledge in identifying and mitigating security threats. It covers key concepts such as risk management, security frameworks (like NIST and the CIA triad), and the use of Security Information and Event Management (SIEM) tools and playbooks to respond to incidents.
- Coursera, Online, Professional Certificate, Google: Foundations of Cybersecurity, This certification covers the core principles of cybersecurity, including key concepts, common threats, and essential tools used by entry-level analysts. It covers topics such as the CIA triad, security frameworks, and the eight CISSP domains, providing a solid foundation for those pursuing a career in cybersecurity.
Timeline
Technical Writer
Mimecast
02.2024 - Current
CUSTOMER SUPPORT Engineer
Mimecast
03.2022 - 01.2023
ASSOCIATE ENGINEER
Mimecast
04.2020 - 02.2022
TECHNICAL SUPPORT ENGINEER
Cipherwave Home Connect
10.2018 - 03.2020
IT SYSTEM ADMINISTARTOR
Skhomotechnologies
09.2016 - 08.2017
Data Quality Coordinator
Ericsson
08.2015 - 03.2015
National Diploma - Computer Systems Engineering
Vaal University of Technology
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