Wendy Thandeka Mpanza
Acting ICT Service Delivery Manager
Randburg
Overview
12
12
years of professional experience
5
5
Certifications
Work History
Acting: ICT Service Delivery Middle Manager
University of the Witwatersrand
06.2023 - Current
- Responsible for overseeing and managing the IT services within the Wits Faculty of Health Sciences by communicating with relevant stakeholders to ensure business continuity and compatibility with computer systems within the faculty.
- Ensuring that IT services meet the needs and expectations of both internal and external stakeholders while maintaining high levels of service quality, availability, and reliability.
- Leading a team of support technicians and assigning tickets using ITSM tool.
- Working with other managers within ICT to attend to any IT related queries in the faculty.
- Managing budget.
- Monitor and report on the management of service level agreements and turnaround times and making recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner.
- Asset Management.
- Ensuring compliance.
- Managing incoming project requests from the faculty and liaising with the relevant teams within ICT.
Senior Desktop Support Technician
University of the Witwatersrand
11.2018 - 05.2023
- Provides software installation, maintenance and configuration support to desktops ensuring consistency with University ICT Infrastructure, business systems, and strategic directions to support business capacity and continuity of service.
- Assisting Wits students and staff members with ICT queries.
- Troubleshooting and resolving computer hardware and software issues.
- Providing detailed timely feedback on ITSM system in an ongoing manner to ensure the any incident under the responsibility of the incumbent is always up to date and clear.
- Actively contributes to the documentation of the team to enhance existing procedures, and knowledge base documentation in-line with the philosophy of continuous improvement.
- Maintains a high-level awareness of current and emerging technologies and provides significant input to strategic planning in relation to current and future desktop software and hardware requirements of the University.
IT Service desk Administrator
Telesure Group Services
06.2017 - 10.2018
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Walk customers through problem solving process
- Monitor relevant SLA performance
- Follow up with customers, provide feedback and see problems through to resolution.
- Ensure customer satisfaction in all interactions
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Troubleshooting Web based applications, equipment, Printers, computers and Servers.
- Creating distribution lists and service accounts on MS Exchange
- AS400 Admin - Resolving basic AS400 queries
- Creating new user profiles on AD & AS400
IT Intern (OCIO)
The dti (Department of Trade and Industry)
04.2015 - 03.2016
- Responding to network and telephony incidents and requests
- Reducing impact on business operations
- Liaison between users and third-party service providers
- Provide connectivity to the desktop and telephony
- Basic configuration of Cisco router and switch
- Working with external service providers
- Patching of Network points & troubleshooting network related faults
- Ensuring cabling standards are adhered to
- Filtering device ARP tables on CLI and web
- Finding spares/unused port on the switches via web GUI
- Provide resolution to all desktop support requests according to the client’s Service Level Agreement
- Configure, troubleshoot, repair and resolve all customer issues including desktop/laptop hardware, printer, hardware peripherals and other related equipment
- Communicate directly with customers via phone, email and remote diagnostics to identify, reproduce and resolve customer reported incident or request
- Install, configure and support operation system, standard application and various software applications
- Troubleshoot basic network access problems for the end users
- Replace malfunctioning hardware on desktop and laptops e.g. hard drive, power supply etc.
- Install and configure call pilot (Voice Massages and Fax) Troubleshoot and resolve end user internet and emails related problems
Inservice Training
Mangosuthu University of Technology
06.2013 - 12.2013
- Working on Microsoft Exchange
- Maintain user access to Active Directory
- Enforcing IT security policy
- Troubleshooting computer hardware
Education
Management Advancement Programme -
Wits Business School
06.2025
New Manager's Program - undefined
Wits Business School
10.2022
National Diploma - Information Technology
Mangosuthu University of Technology
01.2013
Matric - undefined
Isipingo Secondary School
12.2010
Skills
Customer service
Time management
Team leadership
Teamwork
Customer relations
Attention to detail
Computer skills
Problem-solving
Positive attitude
Certification
ITIL V4
References
- Itumeleng, Marapjane, Senior Business Relationship Man, itumeleng.marapjane@wits.ac.za, University of Witwatersrand
- Vuyo, Ntshongwana, Lab Support Manager, vuyo.ntshongwana@wits.ac.za, University of Witwatersrand
- Arthur, Lebope, Desktop Support Manager, arthurlebope@gmail.com, Telesure Group Services
- Aubrey, Mogajane, Deputy Director -Desktop Services, AMOGAJANE@THEDTI.GOV.ZA, Department of Trade and Industry
Timeline
Acting: ICT Service Delivery Middle Manager
University of the Witwatersrand
06.2023 - Current
Senior Desktop Support Technician
University of the Witwatersrand
11.2018 - 05.2023
IT Service desk Administrator
Telesure Group Services
06.2017 - 10.2018
IT Intern (OCIO)
The dti (Department of Trade and Industry)
04.2015 - 03.2016
Inservice Training
Mangosuthu University of Technology
06.2013 - 12.2013
New Manager's Program - undefined
Wits Business School
National Diploma - Information Technology
Mangosuthu University of Technology
Matric - undefined
Isipingo Secondary School
Management Advancement Programme -
Wits Business School
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