Support Information Technology
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: ***********@*****.***
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
Walter Sisulu University
2013
ND: Information Technology(Support Services)
CNNA Exploration(Network Fundamentals)
CCS IT Trainings
2013
CompTia A+ and N+
Broadband college
2014
MCSE Private Cloud
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: ********@******.**.**
Contact number: 071-***-****
Name: Muzi Radebe
Company name: Netflow IT Solutions
Position: Support desk Coordinator
Contact numbers: 087-***-****/082-***-****
Email address: **@*******.**.**
Contact this candidate