Wandile Mngoma

• Partnered with finance to analyze and document requirements, improving the clarity of project deliverables and reducing scope changes by 15%. Conducted financial and operational data analysis, validation, and reconciliation. Designed and maintained dashboards and visual reports, reducing report turnaround time from 3 days to 1 day and enabling faster decision-making. Assisted in establishing and enforcing data governance standards, ensuring 100% compliance with internal controls and audit requirements. Facilitated workshops and requirement-gathering sessions with stakeholders, increasing stakeholder satisfaction scores by 15%. Produced detailed process documentation, functional specifications, and user guides, reducing onboarding time. Provided first-line support for BI tools and financial reporting systems, resolving 80% of issues without escalation. Contributed to forecasting and trend analysis projects that improved resource planning accuracy by 20%.

Delivered first- and second-line technical support to over 200 end users, achieving a 95% first-contact resolution rate. Diagnosed and resolved hardware, software, and network issues, reducing average downtime by 30%. Managed user account creation, permissions, and security settings in Active Directory, maintaining 100% compliance with IT security policies. Installed, configured, and maintained operating systems, applications, and peripheral devices, improving system reliability by 20%. Monitored system performance and executed preventative maintenance schedules, decreasing unplanned outages by 15%. Provided training to staff on new technologies, boosting user adoption rates by 25%. Created and maintained IT documentation, troubleshooting guides, and process workflows, reducing repetitive support requests by 18%. Supported software rollouts and system upgrades, ensuring minimal disruption to operations and achieving zero missed deadlines. Assisted in implementing backup and recovery procedures, ensuring a data restoration success rate of 100% during test recoveries. Logged, tracked, and closed support tickets within agreed SLA targets, consistently exceeding service delivery goals.