Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Zinhle Mohlake

Certified Scrum Master®
Benoni,Gauteng
Zinhle Mohlake

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure a Scrum Master position. Ready to help a team achieve the company's goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. An individual who believes in working hard to achieve her goals. I am an ambitious, self-motivated and I always pride myself in being dedicated to my ability of working well under pressure and still producing work in the most accurate manner. Moreover, I work well in a team, with impeccable time management skills, ensuring to always meet deadlines. Most importantly, I am currently looking for opportunities which will provide career advancement, with the chance to use and contribute my skills and theoretical knowledge in a practical space, to learn and grow professionally and as an individual.

Overview

10
years of professional experience

Work History

XLink Communications (Pty) Ltd
Johannesburg

Support Services Supervisor
02.2020 - 03.2023

Job overview

  • Manage 2nd Level Support team
  • Generate 2nd Level Support team's productivity statistical reports
  • Conduct 2nd Level Support team's monthly performance development sessions
  • Ensure and maintain CPE product and knowledge training is conducted in team
  • Assist team with CPE devices configuration and testing of all products and solutions when required
  • Manage data of CPE devices on monitoring platforms
  • Assist and action technical escalations from 1st Level Support team
  • Investigate and escalate failures and liaise with 3rd Level Support when required and ensure follow through until issue has been resolved
  • Attend to all communications to clients and 3rd parties regarding failures and status updates
  • Respond and action requests from business partners
  • Guided the team and organization on how to use Agile/Scrum practices and values
  • Collaborate with the Support and Infrastructure team to determine task priorities
  • Ensure team focus and minimize external disruptions
  • Introduce new tools to ensure effective project management and team collaboration
  • Provide progress reports and update stakeholders on roadblocks and current status
  • Handle critical incidents and alert management
  • Partnered with Network Engineers, Linux Engineers, and Developers to eliminate obstacles and aid in documenting project artifacts
  • Manage and supervise the 2nd Line Support team to ensure high productivity
  • Generate statistical reports to identify areas of growth or improvement
  • Create strategies or facilitate workshops for enhancing the team's skills and knowledge

XLink Communications (Pty) Ltd
Johannesburg

Acting Support Services Manager
09.2019 - 01.2022

Job overview

  • Manage 2nd Level Support team
  • Generate 2nd Level Support team's productivity statistical reports
  • Conduct 2nd Level Support team's monthly performance development sessions
  • Ensure and maintain CPE product and knowledge training is conducted in team
  • Assist team with CPE devices configuration and testing of all products and solutions when required
  • Manage data of CPE devices on monitoring platforms
  • Assist and action technical escalations from 1st Level Support team
  • Manage and respond to 2nd Level Support escalations within SLA
  • Investigate and escalate failures and liaise with 3rd Level Support when required and ensure follow through until issue has been resolved
  • Attend to all communications to clients and 3rd parties regarding failures and status updates
  • Respond and action requests from business partners
  • Guided the team and organization on how to use Agile/Scrum practices and values
  • Collaborate with the Support and Infrastructure team to determine task priorities
  • Lead daily scrum meetings
  • Ensure team focus and minimize external disruptions
  • Introduce new tools to ensure effective project management and team collaboration
  • Provide progress reports and update stakeholders on roadblocks and current status
  • Handle critical incidents and alert management
  • Partnered with Network Engineers, Linux Engineers, and Developers to eliminate obstacles and aid in documenting project artifacts
  • Generate statistical reports to identify areas of growth or improvement
  • Create strategies or facilitate workshops for enhancing the team's skills and knowledge

XLink Communications (Pty) Ltd
Johannesburg

Data & APN Management Support Consultant
04.2018 - 08.2018

Job overview

  • Analyzed and reported back on 8 APNs across 2 service providers
  • Generated and provided statistical APN usage quarterly, monthly, and weekly and reports
  • Prepared APN data usage reports to assist business leaders with key decision making and strategic planning
  • Investigate and provide resolutions for high data usage users on APNs
  • Communicated insights and recommendations to business leaders in a clear and concise way
  • Collaborating with cross-functional teams to identify data-related opportunities and challenges
  • Continuously monitoring and reviewing data to identify any emerging trends or changes
  • Identifying and implementing data-driven solutions to optimize performance and efficiency
  • Providing guidance and support to other team members on data-related issues
  • Documented effective and replicable methods for extracting data and organizing data sources.

Xlink Communications
Johannesburg

Outbound Service Centre Consultant
06.2013 - 03.2018

Job overview

  • Technical telephonic support
  • Resolve issues in line with service center standards
  • Capture all support/resolved information on CRM System
  • Device estate and monitoring
  • Escalation Management
  • Coverage and Network Escalations
  • 3rd party and priority client's escalation management
  • Logistic Services – Ordering of CPE devices
  • Cancellation/Unit retrieval management
  • Managed 1st Line Support escalations and customer escalations
  • Managed and tracked all network coverage escalations with the MNO
  • Logistic Services – Stock management of CPE devices for technicians when required
  • Managed and coordinated daily priority installations and roll outs
  • Managed and coordinated daily unit retrieval requests from the Cancellations department

Education

Sandown High School, MANCOSA
Sandton, Johannesburg

National Senior Certificate (Matric)
01.2005 - 12.2009

University Overview

Torque IT

ITIL4 Foundation Course & Exam
06.2020 - 06.2020

University Overview

MANCOSA
Johannesburg

Bachelor of Commerce - Information And Technology from Information And Technology Management
07.2021 - 06.2024

University Overview

Scrum Alliance - 1797196

Certified Scrum Master® from Project Management
06.2023 - 06.2023

University Overview

Skills

LeadershipAbility To AdaptAgilityCommunicate EffectivelyConfidenceConflict ResolutionCoordinationWritten And Verbal CommunicationSelf-MotivatedTechnical SkillsMS Office (Word, Excel, Outlook, PowerPoint)Agile MethodologiesCoachingContinuous Improvement

Kanban

Project Management TechniquesNegotiation SkillsProduct DevelopmentScaled Agile FrameworkScrum

Service Now

Sprint PlanningStakeholder Management

Risk identification

Lean

Analytical and Critical Thinking

Multitasking Abilities

Problem-Solving

Teamwork and Collaboration

Availability
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Timeline

Scrum Alliance - 1797196
Certified Scrum Master® from Project Management
06.2023 - 06.2023
MANCOSA
Bachelor of Commerce - Information And Technology from Information And Technology Management
07.2021 - 06.2024
Torque IT
ITIL4 Foundation Course & Exam
06.2020 - 06.2020
Support Services Supervisor
XLink Communications (Pty) Ltd
02.2020 - 03.2023
Acting Support Services Manager
XLink Communications (Pty) Ltd
09.2019 - 01.2022
Data & APN Management Support Consultant
XLink Communications (Pty) Ltd
04.2018 - 08.2018
Outbound Service Centre Consultant
Xlink Communications
06.2013 - 03.2018
Sandown High School, MANCOSA
National Senior Certificate (Matric)
01.2005 - 12.2009
Zinhle MohlakeCertified Scrum Master®