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Support Information Technology

Location:
Pretoria, Gauteng, South Africa
Posted:
August 12, 2018

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Resume:

CURRICULUM VITAE

OF

SIPHELELE MCOTYELWA

Personal Details

Name: SipheleleMgcotyelwa

Date of Birth: 23/08/1990

Gender: Female

Marital status: Single

ID NO: 900**********

Nationality: South African

Driver’s Licence: Code 8

Address: 98 Umnquma Street

Atteridgevellie, Kalafong Heights

1475

Contact number: 071*******

Email address: ac6m9q@r.postjobfree.com

Skills and Knowledge

Ability to prioritize, work under pressure and adapt new things

Ability to work with or without direct supervision

Ability to multitask during busy times, exercise patience and professionalism during stressful situations

Ability to explain problems and solutions to end users

Knowledge of ticket system like Sysaid and CRM

Academic Details

INSTITUTION

YEAR OBTAINED

COURSE

CONTACTS

Nozuko Senior secondary School

2007

Grade 12

047-***-****

Walter Sisulu University

2013

ND: Information Technology(Support Services)

CNNA Exploration(Network Fundamentals)

043-***-****

CCS IT Trainings

2013

CompTia A+ and N+

043-***-****

Broadband college

2014

MCSE Private Cloud

011-***-****

Work History

Company: Micros South Africa

Position: Support Agent

Experience: 16 May 2018-Currently working

Duties

Providing telephonic, remote and onsite support for all Micros products

Updating of logged support issues on CRM

Logging and managing support cases with 3rd parties

Interacting with customers via emails and telephone

Company: Netflow IT Solutions

Position: Support Desk Agent

Experience: 13 July 2015-09 May 2018

Duties

Serve as first point of contact for customer’s seeking assistance over the phone or email

Configure new users accounts, profile and dealing with passwords

Perform remote troubleshooting through diagnostic technique like team viewer and ultra VNC server

Perform hardware troubleshooting on routers like Zyxel and Billion by ensuring that internet connection is up

Identify and analyse customer needs and providing solutions or alternatives

Monitoring and maintaining internet status using Netgong

Reporting and escalation of incidents as per agreed procedure and processes

Consistent follow up on outstanding incidents logged to service desk

Prioritize and schedule problems

Perform hardware troubleshooting on switches(Juniper, Netgear, HP, Meccer, fortinet) to make sure that workstations, pin pads are working and there is connection on the router and server is working

Remotely assist clients with My Micros applications (renew my micros and micros desktop passwords)

Run server backups, monitor server space and update antivirus software

Install and upgrade software

Configure printers(Toshiba, Kyocera)

References

Name: Bongane Ngubane

Company Name: Micros South Africa

Position: Support Supervisor

Email address: ac6m9q@r.postjobfree.com

Contact number: 071-***-****

Name: Muzi Radebe

Company name: Netflow IT Solutions

Position: Support desk Coordinator

Contact numbers: 087-***-****/082-***-****

Email address: ac6m9q@r.postjobfree.com



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