Zelela Tintswalo Mabunda
Technical Support Coordinator
Johannesburg,Gauteng
Summary
Dedicated Technical Support Coordinator with 3years of experience providing Technical support and track record of diagnosing and resolving complex technical issues, ensuring 100% system optimization at Vaultgroup. Skilled in remote support, technical troubleshooting, and fostering customer satisfaction. Excelled in incident management and team collaboration, enhancing system reliability and performance.
Overview
4
4
years of professional experience
Work History
Technical Support Coordinator
Vaultgroup
02.2021 - Current
- Diagnose and Troubleshooting basic and complex technical issues on the systems.
- Monitoring ,configuring , recording and testing the system off-site with technicians.
- Investigate root causes of recurring system malfunctions and implement permanent solutions.
- Ensure 100% optimized operation of the system.
- Programming of the Ajax panels before installations.
- Conduct performance analysis (Health check of the system).
- Check and monitor daily faults on the system and escalate to relevant departments.
- Check/investigate root causes and test faulty devices from the field.
- Conduct over-the-phone training and troubleshooting with clients and on-site training with technicians.
- Participate in cross-functional teams for system upgrades, migration, and integration.
- New product testing, functionality, performance, usability, and reliability.
- Provide monthly site reports, event handling reports ,and conduct control room database audit.
- Investigate post incidents around high impact and major incidents at clients level and compile incident reports.
Educator Assistant
GDE- Vumbeni Primary School
11.2020 - 02.2021
- Assisted lead teacher in managing classroom behavior, ensuring a safe and supportive learning environment for all students.
- Assisted lead teacher in the monitoring of student progress and updating required documentation, ensuring accurate records for each learner.
- Supervised students during lunch breaks, recess, field trips, and other school-related events, maintaining a positive atmosphere conducive to learning.
- Provided one-on-one tutoring support outside of regular school hours for students requiring additional assistance with coursework or test preparation.
- Contributed to the development of curriculum materials, aligning content with state standards and educational objectives.
- Enhanced classroom environment by implementing various teaching methods and strategies, catering to diverse learning styles.
- Assisted in developing effective classroom management strategies that fostered an inclusive community where all students felt valued and respected.
COVID-19 Screener
GDE- Vumbeni Primary School
06.2020 - 11.2020
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
- Educated patients on preventative measures against virus transmission, promoting a healthier community response to the pandemic.
- Assisted in training new team members on proper COVID-19 screening techniques, contributing to consistent high-quality service delivery.
- Tracked and monitored health status of individuals entering premises to provide protection and control contamination.
- Supported operations management by maintaining an organized inventory of necessary supplies and PPE for optimal safety standards during screenings.
- Kept up-to-date with evolving COVID-19 guidelines and protocols, ensuring test administration remained accurate and compliant.
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
- Assisted with development and implementation of COVID-19 protocols to establish detailed and clear guidelines.
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records.
Education
Certificate - Information Technology
Microsoft Learn
Online 04.2001 -
Certificate - Informatics
Ajax Academy
Online 04.2001 -
Certificate - Information Technology
LinkedIn Learning
LinkedIn Learning 04.2001 -
Certificate - Cyber Security
UpSkillist
Online 04.2001 -
Certificate - Information Technology
Microsoft Learn
Online 04.2001 -
Certificate - Information Technology
T-systems ICT Academy (Digital Youth ICT Academy)
Johannesburg, South Africa 04.2001 -
Certificate - Information Technology
T-systems ICT Academy (Digital Youth ICT Academy)
Johannesburg, South Africa 04.2001 -
UnivPrep Bridging Course -
Northwest University
Vanderbijlpark, South Africa 04.2001 -
High School Diploma -
Ponego Comprehensive School
Katlehong, South Africa 04.2001 -
Skills
Remote Support
Software Installation
Technical Support
Advanced knowledge of IT networking network concept,network protocols,DNS ,DHCP, TCP/IP AND UDP
Performance Testing
Incident Management
Escalation management
Windows 10
System diagnostics
Hardware Configuration
Customer Service
Technical issues analysis
Application installations
Technical Troubleshooting
Additional Information
- Drivers license: Code B
- Own vehicle.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Resolved product issue through consumer testing.
- Trained and led technical support teams of more than 10 support specialists.
- Increased number of resolved job tickets over previous year.
- Contributed to a reduction in operational costs.
Work Preference
Work Type
Full TimePart TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Career advancementCompany CultureFlexible work hoursPersonal development programsPaid sick leaveTeam Building / Company RetreatsWork-life balanceWork from home optionHealthcare benefitsPaid time off401k match4-day work weekStock Options / Equity / Profit SharingQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Technical Support Coordinator
Vaultgroup
02.2021 - Current
Educator Assistant
GDE- Vumbeni Primary School
11.2020 - 02.2021
COVID-19 Screener
GDE- Vumbeni Primary School
06.2020 - 11.2020
Certificate - Information Technology
Microsoft Learn
04.2001 -
Certificate - Informatics
Ajax Academy
04.2001 -
Certificate - Information Technology
LinkedIn Learning
04.2001 -
Certificate - Cyber Security
UpSkillist
04.2001 -
Certificate - Information Technology
Microsoft Learn
04.2001 -
Certificate - Information Technology
T-systems ICT Academy (Digital Youth ICT Academy)
04.2001 -
Certificate - Information Technology
T-systems ICT Academy (Digital Youth ICT Academy)
04.2001 -
UnivPrep Bridging Course -
Northwest University
04.2001 -
High School Diploma -
Ponego Comprehensive School
04.2001 -