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 - 2009.12

University Overview

Torque IT

ITIL4 Foundation Course & Exam
06.2020 - 2020.06

University Overview

MANCOSA
Johannesburg

Bachelor of Commerce - Information And Technology from Information And Technology Management
07.2021 - 2024.06

University Overview

Scrum Alliance - 1797196

Certified Scrum Master® from Project Management
06.2023 - 2023.06

University Overview

Skills

Leadershipundefined
Availability
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Timeline

Scrum Alliance - 1797196
Certified Scrum Master® from Project Management
06.2023 - 2023.06
MANCOSA
Bachelor of Commerce - Information And Technology from Information And Technology Management
07.2021 - 2024.06
Torque IT
ITIL4 Foundation Course & Exam
06.2020 - 2020.06
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 - 2009.12
Zinhle MohlakeCertified Scrum Master®