Resume

Service Help Desk

Location:

Pretoria, GP, South Africa

Posted:

September 04, 2015

Contact this candidate

Resume:

Mathibela Phindile Gladys

**** ***** * ****: 083-***-****/079-***-****

Soshanguve Alterative: 071*******

**** *****: acrjg5@r.postjobfree.com

Personal Details

Id Number : 840***-*******

Date of Birth : 29 July 1984

Cell number : 083*******

Gender : Female

Nationality : South African

Health : Excellent

Driver License : Code10/c1

Educational Qualification

Name of School : Central Secondary School

Highest Grade Passed : Grade 12

Year Passed : 2002

Subject Passed : English, IsiZulu, Economics, Physical Science, Mathematics,

Biology

Tertiary Level

Name of Institution : Tshwane University of Technology

Name of Course : National Diploma Information Technology (Support Services)

Major Subjects : A+, N+, Linux, Dos, Server, Security, Oracle

Year obtain : 2013

Subject Passed

Level I

Development Software 1a (Program Design),

Development Software 1b (Visual Basic .Net)

System Software 1a (A+)

System Software 1b (Dos)

Information Systems 1a (Intro to Computers)

Information Systems 1b (Binaries)

Information Technology Skills 1b (Communication)

Information Technology Skills 1a (Communication, Microsoft Office)

Technical Programming 1a (C++)

Level-lI

Support Services Iia (Operating Systems)

Support Services Iib (Help Desk)

Graphical User-Interface Ii A (Web Design)

Graphical User-Interface Iib (Flash 8 Designs)

Information Systems Iia (System Analysis And Design)

Information Systems Iib (Oracle1 Pl/Sql)

System Software Iia (Dos)

System Software Iib (Network N+)

Level-lII

Support Services Iiia (Server)

Support Services Iiib (Security +)

Information Systems Iiia (Oracle 2 Pl/Sql And Databse)

Information Systems Iiib (Project Manangement)

Industry Exposure Iiia (Organizational Behaviour)

Industry Exposure IiiB (In-service Trainig)

Skills

Currently studying ITIL foundation 4

Soft skills(Telephonic Etiquette and professionalism))

MS office(full package : word, excel, access, PowerPoint, outlook, publisher, project, Visio

o(MS office from 2003 up to 2013)

Excellent Communication Skills

Exposed to Service desk Management software (CA System)

Desktop and LAN Support, Hardware And Software Installation

Network Cabling, LAN Related Problems

Responding to the Calls at the IT Help Desk,

Helping User With Workstation Problems

Installation And Configuration Of Computers

Installation of VOIP phones

Installation of printers

Telephone soft skills and responding to clients

Inbound and outbound calls

Switchboard operating

Helping clients on the help desk(FCR calls)

Programming with (vb.net, C+ SQL/PL, html)

Project management, system analysis and design, object oriented analysis and design

oAnd database systems (implementation, management and design)

Pc technician skills(A+,S+,N+, Linux and operating system)

Good communication (verbal), interpersonal, technical and negotiation skills

Able to interact within a group and a great team player

Able to work under pressure and Shifts

Data capturing (fast and accurate)

Manage service desk functions

Provide 1st level IT support to customers (user)

Provide telephonic and Remote Support to customers(users)

Assign logged ticket call to Technicians for 2nd and 3rd support

Follow up on logged calls and Escalation’s

Provide proactive Feedback to customers(users)

Liaise with IT Service provider for Repairs and Service Equipment

Provide system Reports to Management on the service desk Function

Capturing user incidents/request

Assisting user over the phone with fcr (first call Resolution)

Installation of printers over the phone

Remoting to user machine to assist with software installation or queries

Work Experience

1. Company : EOH

Position Service desk agent

Duties

Manage service desk functions

Provide 1st level IT support to customers (user)

Provide telephonic and Remote Support to customers(users)

Assign logged ticket call to Technicians for 2nd and 3rd support

Follow up on logged calls and Escalation’s

Provide proactive Feedback to customers(users)

Liaise with IT Service provider for Repairs and Service Equipment

Provide system Reports to Management on the service desk Function

Capturing user incidents/request

Assisting user over the phone with fcr (first call Resolution)

Installation of printers over the phone

Remoting to user machine to assist with software installation or queries

Duration : 01 October to date

Reason for Leaving : Contract

2. Company : Services Seta

Position : Junior Technician/intern

Duties

Desktop and LAN Support,

Hardware And Software Installation,

Network Cabling,

Solving LAN Related Problems

Provide proactive Feedback to customers(users)

Responding to the Calls at the Help Desk,

Helping User With Workstation Problems

Installation And Configuration Of Computers

installing printers

Installation of VoIP phones

Remoting to user machine to assist with software installation or queries

Installation of printers

Duration 06May 2013to 01 october 2014

Reason for Leaving : contract expired

3. Company : New Dawn Technologies

Position : Junior Technician

Duties

Desktop And LAN Support,

Hardware And Software Installation,

Network Cabbling,

Solving LAN Related Problems

Responding To The Calls At The Help Desk

Data Capturing,

Helping User With Workstation Problems

Installation And Configuration Of Computers

Duration : January 2011 to 30 October 2011

Reason for Leaving : Contract Expired

4. Company : Correctional Services

Position : Information Management clerk (junior clerk)

Duties

Responding To The Calls At The Help Desk,

Data Capturing,

Answering Phone Calls Incoming And Outgoing,

Responding And Helping Clients Queries,

Taking Minutes, Sorting Files Numerically,

Sorting Mails And Distributing,

Operating The Franking Machine

Period : 15 April 2010 to 30 December 2010

Reason For Leaving : Contract Expired

Reference

Name : Margaret Tyokwana

Position : Team leader

Contact No : (011-***-**** ext6180

Contact No : (083-***-****

Company : EOH