Summary
Overview
Work History
Education
Skills
Full Names
Drivers Licence
Email Addresses
Personal Information
Timeline
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Virginia Tshepiso Marite

Virginia Tshepiso Marite

Specialist: End-User Support
Pretoria

Summary

Knowledgeable with solid foundation in specialized tasks and track record of delivering results through targeted initiatives. Proven ability to implement effective strategies that enhance operational efficiency and support team objectives. Demonstrated proficiency in problem-solving and project management.

Skilled specialist with proven track record in delivering impactful results. Adept at team collaboration and flexible in adapting to changing needs. Expertise in consistently driving successful outcomes. Known for reliability and strong focus on achieving objectives.

Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.

Overview

21
21
years of professional experience
2025
2025
years of post-secondary education

Work History

Specialist: End-User Support

Auditor General South Africa
11.2022 - Current
  • Contribute to the development and implementation of the BU balance score card (BSC) initiatives.
  • Aligning ICT end user technology to business strategy.
  • Provide input to ICT tactical committees.
  • Conduct research and provide strategic input regarding ICT end user technology architecture.
  • Report on ICT end user technology support related issues.
  • Manage, monitor and report on all end user technology equipment related issues to committee.
  • Advise on feasibility of ICT end user technology equipment/service requests.
  • Facilitate knowledge sharing in Centre to increase productivity, staff morale and reduce risk.
  • Provide first- and second-line support to users of end user technology assets in line with AGSA approved policies and procedures.
  • Ensure and manage efficient, speedily and optimal support for VIP users.
  • Manage service level agreements with the vendors according to the contracts agreed with them.
  • Monitor contract price adjustments on a monthly basis in order to provide for changes in pricing due to exchange rate variations and technological changes.
  • Manage ICT end user technology staff’s adherence to Auditor-General policies, controls and procedures.
  • Monitor that service desk incidents relating to ICT end user technology are completed within approved SLA’s.
  • Liaise with governance in the case of a policy or procedural transgression to take corrective action where necessary.
  • Research enhancements to the current ICT end user technology infrastructure according to business requirements.
  • Research current hardware and application software licensing and use requirements to ensure compliance (per CPU, per user etc.).
  • Research and investigate solutions to known errors (problems) within the Auditor-General.
  • Continuously research changes in the ICT market in order to assess the impact/benefits to business.
  • Technology research on new development within the information, communication and technology.
  • Establish, build and maintain collaborative working relationships with relevant internal stakeholders.
  • Build and maintain positive and value-adding relationships with relevant external stakeholders.
  • Scan the environment to ensure a clear understanding of stakeholder needs.
  • Proactively interact with stakeholders to determine their needs and deliver on them accordingly.
  • Engage with both internal and external stakeholders to identify and evaluate performance barriers and success in order to continuously improve on the service delivery.
  • Work in collaboration with colleagues in the centre to ensure timeous delivery of the work.
  • Establish and maintain relations with recognised professional bodies within own professional sphere.
  • Manage service level agreements (SLAs).
  • Support the implementation of the activities outlined in the BU People Plan, transformation/culture plans.
  • Manage team performance to drive productivity.
  • Motivate, coach and mentor staff to ensure maximum productivity and development of the staff to their full potential.
  • Participate in initiatives to attract talent.
  • Contribute to the compilation of centre budget and manage project expenditure related to functional area.
  • Ensure compliance to the organisation’s governance processes, policies and processes.
  • Manage supply chain processes within own functional area.

Service Level Manager

Auditor General South Africa
12.2014 - 10.2022
  • Negotiate parameters and metrics for service delivery.
  • Responsible for end to end (incidents, changes, upgrades, enhancements, problems, capacity, releases) service delivery to business.
  • Formulate and manage all appropriate Service Level processes and procedures.
  • Monitoring performance, ensuring that service levels are aligned to organizational requirements.
  • Creates and manage Service Level Agreements and Operating Level Agreements for internal and external services in alignment with business requirements and track compliance.
  • Manage service escalations.
  • Ensure proper identification and capturing of perceived problems.
  • Analyse logged incident trends and developed workarounds.
  • Translating business requirements to IT requirements.
  • Create catalogue of services and tiers for costing of all levels, manage the lifecycle of services.
  • Ensuring System Development Lifecycle adherence.
  • Develop and update training manuals.
  • Present training based on the Learning and Teaching Unit requests and direct user requests.
  • Customise the Customer Relationship Management (CRM) tool to the AGSA requirements.
  • Develop reports to suite the organisation’s reporting requirements.
  • Mentor and assist team members through knowledge sharing and provide technical advice and guidance.
  • Provide leadership and direction for direct reports.
  • Mange performance and team development of direct reports.
  • Establish and maintain relationships with relevant internal stakeholders including Corporate Executives, Business Executives/ Heads of Units and process owners to understand their service requirements and service delivery model, inclusive of related costs.
  • Establish and maintain relationships with external suppliers and define service requirements.
  • Evolving culture, building partnerships, and driving value to satisfy and elevate our organizational purpose.
  • Partner with leaders both inside and outside the organization to collaborate and ensure meaningful results from our strategic initiatives.
  • Optimize organizational factors, such as brand, infinite, technology, innovation, and human to amplify fit-for-purpose impact.
  • Proactively sense and anticipate changes affecting strategy in the environmental landscape including organizational improvements, technological advancements, and evolving organization needs.
  • Drives and ensures results across the organization based on our organization’s triple bottom line of people, purpose, and planet.
  • Build and improve relationships with customers, key suppliers and partners.
  • Review the organisation’s practices to ensure clients get maximum satisfaction from their purchases.
  • Identify potential opportunities and inform the business analysis and project management teams of upcoming initiatives / demands from business so as to prepare ahead.
  • Educate and inform clients on the available service offerings as defined in the service catalogue.
  • Attend to client complaints and resolve issues timeously.
  • Conduct customer satisfaction surveys and recommend ways of improving client satisfaction.
  • Work with internal teams to ensure clients’ expectations are met.
  • Oversee and train on the customer relationship management (CRM) system.
  • Facilitate the Trainee Auditor On-boarding programme from the ICT’s requirements and collaborate with key business units that enable the overall success of the programme.
  • Technical trainer – present training on Windows and Peoplesoft applications.

ICT Service Desk Specialist

Auditor General South Africa
09.2006 - 11.2014
  • Responsible for first line support on ICT, Finance and Human Resources queries from AGSA staff and ensuring prompt resolution.
  • Ensuring that all calls are answered according to the procedure defined in the Service Level Agreement.
  • Ensuring that comprehension of the incident/ problem or query is thoroughly analysed before attempting to resolve.
  • Ensuring that standard procedures based on prescribed policies are followed when resolving a query (Incident and Problem Management Policies and procedures).
  • Ensuring that second line queries are escalated to appropriate IT specialists and resolution is facilitated.
  • Monitor and follow up on the query with IT specialists to facilitate resolution.
  • Confirming that there is employee satisfaction and that the query is closed.
  • Ensuring that the database is regularly updated with changes regarding the status of the query.
  • Ensuring that the required training of end-users is facilitated through identification of training requirements and offering of a training resolution.
  • Provision of training to new employees on the Peoplesoft Systems during the induction programme.
  • Maintain stakeholder relationships with other support units in the AGSA Corporate Services i.e. the Finance, Human Capital, CWC and Facilities departments.
  • Application of conceptual and analytical thinking to identify critical issues, risks and root causes of problems impacting on the AG.
  • Application of knowledge of IT related processes, policies and procedures and services used in the AGSA.
  • Reaching appropriate decisions and solutions based on analysis, experience and judgement.
  • Demonstration of a strong customer service orientation in all interactions with users.
  • Showing attention to detail and accuracy.
  • Monthly reporting on statistics on incidents, problems and change requests logged.
  • Monthly reporting on telephone statistics on inbound / outbound calls received in a specified period.

Acting Senior Manager

Auditor General South Africa
02.2011 - 07.2011
  • General Management, coaching and mentoring of Service Desk team.
  • Manage and align Resource Allocation to Operational needs.
  • Setting up of measurable performance targets and ensuring adherence.
  • Manage HR concerns.
  • Manage skills and operational skills requirements.
  • Ensuring employee compliance to Organisational policies and procedures.
  • Vendor Management.
  • Contractual Compliance.
  • Planning and implementation of new projects.
  • Monitoring and reporting on ERP systems.
  • Development and Maintenance of Service Level Agreements.
  • Ensuring adherence to SLA’s and OLA’s.
  • Policy / Procedure Drafting.
  • Monthly and weekly Reporting.

Technical Specialist

Auditor General South Africa
08.2004 - 08.2006
  • Software and Hardware Maintenance.
  • Software and Hardware peripherals installation for both desktop and notebook support.
  • Ensuring that all calls are answered according to the procedures defined in the Service Level Agreement.
  • Printers support.
  • Ensure that a clear understanding of the query is verified before attempting resolution.
  • Ensure end user satisfaction.
  • Network administration.
  • Reason for leaving: Contract Expiration

IT Assistant & Assistant Lecturer

South-West Gauteng College (Roodepoort College)
04.2004 - 07.2004
  • Responsible for the network Infrastructure.
  • ICT Department Administration.
  • Hardware and software support installations.
  • Printer support.
  • Assists with lectures in the IT Department.
  • Load new IT Students on the Active Directory.
  • Usage of the Windows Server 2000 and Server 2003.
  • Reason for leaving: New employment opportunity obtained

PC Assembler

Pinnacle Micro
02.2004 - 03.2004
  • Assembling of new computers.
  • Troubleshooting.
  • Maintenance of software and hardware.
  • Reason for leaving: New employment opportunity obtained

Education

BCom - Business Administration

MANCOSA

Business Relationship Management - undefined

Fox ITSM

ITIL Foundations - undefined

Torque IT

SharePoint Training - undefined

Morvest Institute

Certified Technical Trainer (CTT+) - undefined

CompTIA (CTU Institute)

Fundamentals of Software Testing - undefined

Time Quantum

Network - undefined

CompTIA (South-West Gauteng College)

A - undefined

CompTIA (South-West Gauteng College)

International Computer Driving License - undefined

CompTIA (South West Gauteng College)

Matric / Grade 12 - undefined

Thuto –Lehakwe High School

Skills

  • Service Desk environment

  • ERP systems

  • Ability to work under pressure

  • Multi-tasking

  • Excellent verbal communication

  • Excellent written communication

  • Strong leadership skills

  • Management skills

  • Team skill development

  • Problem solving

  • Analytical skills

  • Negotiation skills

  • Numerical skills

  • Intra/interpersonal skills

  • Presentation skills

  • Client liaison skills

  • Listening skills

  • Building rapport

  • Developing credibility

  • Energy

  • Focus

  • Assertiveness

  • Diplomacy

  • Relationship building

  • Team collaboration

  • Conflict negotiation

  • Setting expectations

  • Achieving alignment

  • Breaking down silos

  • Influencing skills

  • Dealing with difficult customers

  • Shared ownership

  • Driving results

  • Humility

  • Creativity

Full Names

Virginia Tshepiso Marite

Drivers Licence

C1 (Code 10)

Email Addresses

  • Tshepiso@agsa.co.za
  • Tshepiso.kunene@outlook.com

Personal Information

  • ID Number: 8412300600086
  • Date of Birth: 12/30/84
  • Gender: Female
  • Nationality: South African

Timeline

Specialist: End-User Support

Auditor General South Africa
11.2022 - Current

Service Level Manager

Auditor General South Africa
12.2014 - 10.2022

Acting Senior Manager

Auditor General South Africa
02.2011 - 07.2011

ICT Service Desk Specialist

Auditor General South Africa
09.2006 - 11.2014

Technical Specialist

Auditor General South Africa
08.2004 - 08.2006

IT Assistant & Assistant Lecturer

South-West Gauteng College (Roodepoort College)
04.2004 - 07.2004

PC Assembler

Pinnacle Micro
02.2004 - 03.2004

Business Relationship Management - undefined

Fox ITSM

ITIL Foundations - undefined

Torque IT

SharePoint Training - undefined

Morvest Institute

Certified Technical Trainer (CTT+) - undefined

CompTIA (CTU Institute)

Fundamentals of Software Testing - undefined

Time Quantum

Network - undefined

CompTIA (South-West Gauteng College)

A - undefined

CompTIA (South-West Gauteng College)

International Computer Driving License - undefined

CompTIA (South West Gauteng College)

Matric / Grade 12 - undefined

Thuto –Lehakwe High School

BCom - Business Administration

MANCOSA

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Virginia Tshepiso MariteSpecialist: End-User Support