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Customer Service Information Technology

Location:
Johannesburg, GP, South Africa
Posted:
October 18, 2016

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Nonhlanhla Beauty Mangwana’s CV

Personal Information

Surname: Mangwana

First Name: Nhlanhla Beauty

Title: Ms

Contact Number: 061 *** **** / 079 *** ****

Home Contact Number: 011 *** ****

Home Address: 1059 Maokeng Ext

Tembisa

1632

Gender: Female

Nationality: South African

Marital Status: Single

Driver’s License: code 10

Own transport: yes

Criminal Record: None

Health: Good

Educational Background

High School Attended: Jules High School

Matric Subjects Passed: English, Afrikaans, Business Economics, Travel and Tourism, Hotel and Catering, Computer Typing

Year Matriculated: 2003

Tertiary Education

Institution: College Campus

Certificate: Project Management Diploma

Subjects: Background and history of project management

Economic principals; project justification techniques; payback; net present value; break-even analysis; financing and cash flow management

Scope management - defining the requirements of the project; Contracts and tender documents. Price, cost and estimation methodologies and strategies

Work breakdown structure

Establishing work packages and responsibilities

Critical Path Analysis and optimization

Date Completed: September 2008

Institution: College Campus

Certificate: System Support NQF LEVEL4 + NQF LEVEL5

Subjects: System Support

Date Completed: 2006

Work Experiences:

National Health Laboratory Services IT Service Desk Engineer July 2016 – to date

Provide first line support by fielding incoming service requests, analyzing problems to ensure that information technology problems are resolved at time of call or assigned to relevant specialist group for resolution,

Log, assign, update, reallocate, escalate and close all calls on the Customer Relationships Management system in accordance with standard operating procedure

Maintain a high level of customer service, such as tracking calls logged, interfacing with staff and third parties to confirm satisfactory progress and resolution of logged service requests and providing feedback to customers, in accordance with company Service Desk procedures

Attends to customer queries, resolves those within the scope of the role as stipulated in the company Service Desk Procedure; and escalates complaints only where applicable.

Software support and installations, (Novell, oracle, Trakcare lab,Disa etc)

Supporting hospital labs with information Technology related problems, e.g., Email, internet, and other software’s.

Bureau Veritas IT Support Technician (& Glencore Mine contractor) December 2014 – June 2015

First line technical support,

Desktop support

answering queries via phones and helpdesk

Support users remotely

Maintain a high degree of customer service for all support queries

Taking ownership for problems and proactive in dealing with user issues

Log calls on the helpdesk system ( unicenter)

support and troubleshooting of any software and hardware problems detected

provide training for users when necessary

carry out daily client systems check

reporting to team leader when necessary

Create and update IT and end user reference guides process and procedures

update asset register

Pc Prebuild and roll out

In house testing of systems

Assist with backup tapes

On site visits and support

Provide Lims( Laboratory inspection management system) support and training to laboratory and mine users

Occasionally visit mine users on coal to provide support and training.

Atlas Copco Service Administrator/Coordinator February 2012- feb 2014

Chicago Pneumatic Tools and Desoutter Tools

Administrating the online shopping system

Giving access to customers and customer training on the online shopping system

Order placement on Bpcs and SAP system

order tracking and delivery tracking

Giving pricing to customers

Invoicing

Warranty administrating

Quotations to customers

Job creation to repair agents and job closing

Administrating payment made to repair agents

Order placement and administration of marketing material

Atlas Copco IT Customer Support Technician March 2011 – January 2012

Responsible for service delivery for (IT)

Windows 2000/XP, server, client, Windows 2007

- Microsoft Office XP/2003/2007

- PC management software

- Lotus Notes User support

-Internet support and email support

-Blackberry support and setup

-Hardware and Software trouble shooting and support

-Database update

-Sending out communication to customers

-Warranty checks and quotes

Co-ordinates development and operational activities with Team Leader

Implements process improvements in line with ASAP standards and domain projects

Participate in a service meeting

Prepare weekly reports for Team Leader

National Health Laboratory Services IT Service Desk Engineer Aug 2010-Feb 2011

Provide first line support by fielding incoming service requests, analyzing problems to ensure that information technology problems are resolved at time of call or assigned to relevant specialist group for resolution,

Log, assign, update, reallocate, escalate and close all calls on the Customer Relationships Management system in accordance with standard operating procedure

Maintain a high level of customer service, such as tracking calls logged, interfacing with staff and third parties to confirm satisfactory progress and resolution of logged service requests and providing feedback to customers, in accordance with company Service Desk procedures

Attends to customer queries, resolves those within the scope of the role as stipulated in the company Service Desk Procedure; and escalates complaints only where applicable.

Software support and installations, (Novell, oracle, Disa etc)

Supporting hospital labs with information Technology related problems, e.g., Email, internet, and other software’s.

Fast Forward Business Services IT helpdesk/Desktop Support Jul ’08 – Nov '09

Placed at a client: Lexmark as an Order Fulfillment Coordinator

Placing orders for all Lexmark clients, on the SAP system for all allocated accounts - Sahara Consumables,Sahara Computers, Pinnacle, All Mass Stores(Game), Standard Bank

Following up on orders and liased with the warehouse (kuehne-nagel)

All return paper work (RMA’s)

All Dead on arrivals (DOA’s)

Internal orders

Filling of all paper work

Customer Service to all lexmark clients by means of telephone and email communication.

Drawing reports on orders placed and out standing orders

Checking stock availability and giving pricing

Liased with the Sales consultant in terms of pricing and SLA’s

Liased with the warehouse in terms of deliveries

Placed at a client First Technologies and Rowan Angel as an IT Helpdesk/ Desktop Support

Assign engineers to clients sites

Compile progress repors for Management

Internal and customer calls logging and updating

Updating calls and doing follow ups

First line and second line support

Warranty checks

Region reports

Backlog calls

Phone client to follow up on the quality of the service

Get invoices and job cards from branches and subcontractors

Work order updates on radical

Got pricing and quoting clients

Solve hardware and software problems

Pc reloads and configurations

Adding computer to domain

Applications and software other installations and configurations, Microsoft office,SAP, outlook, excel, word, k2, Rowan, etc

Windows xp, 20003,2000

Anti-virus software installations

Email configurations (POP3) and outlook

Internet configurations

Creating of new user accounts on active directory

Password reset and unlocking accounts

Resolve and manage calls on the call logging system

Reason for leaving: End of contract

Liberty Life IT Service Desk Engineer Feb ’08 – Jun ‘08

Received calls on Avaya System

Logged calls on remedy system

Assisted users for all liberty life regions (country Wide) remotely (Dame ware, network Opps, vnc)

Internet, email problems and configurations

Troubleshooting and installed software problems, e.g. citrix, workflow compass, hyphen, Ilanga, Quantum, Mainframe, fads, vpn connection, dial up, gprs, Sap

Reset password, unlocking user accounts

Configurations TCP/IP printer connection, and scanner

Troubleshooting

Windows xp, 20003,2000

Installed Microsoft product, and worked on the exchange mail

Reason for leaving: The contract ended

Sizwe IT Group Project Co coordinator / IT Helpdesk Mar ’07 – Jan ‘08

Project Co coordinator

Responsible for the smooth running on the FNB project

Scheduled appointments with the clients

Drew up Crystal reports on a weekly and monthly basis for management

Assigned Engineers to designated sites

Liaised with Engineers regarding the progress of the project and provided feedback to management accordingly

Scheduled meetings with the entire project team

Took minutes of the meeting and typed it and sent it to the management team

Conducted audits on client’s software and programs

Compiled reports on problems with the client’s systems and programs

Sent out requests to the Engineers to upgrade client’s systems

IT Helpdesk

Logged internal calls Sizwe + regions

Worked on Remedy System and Heat

Logged department of correctional services calls and other customer and updates

First line support

Reassigned calls on Alert monitor

Ran and drew crystal report - when required

Mobile solutions co coordinating

Setup new Pda/kjams

Mobile heat installations

Courier Pda/kjams to regions and to Mtn for repairs and follow ups

Received Pda/kjam from users and from repairs

Suspended and unsuspended MTN cell phone contracts follow ups

Sim swaps and follow ups

Activated new MTN cell phone numbers & follow ups

Outbound calls to technicians / Pda kjam users for follow ups

Inbound calls from Technicians for problems arising concerning their handsets (e.g. mobile heat, user logon detail on Pda’s and Gprs)

Paper work as proof of pda's being handed over to Technicians and filing

Updated asset register

Monthly dispatching of Pda bills

Reason for leaving: Career Growth

Gauteng Provincial Government IT Helpdesk Jul ’05 – Feb ‘07

Setup new computer users

Solved hardware& software problems service pack, patches installation, office installation, installation & troubleshooting of Bas, Persal, Sap, Socpen Acrobat Reader & WinZip

Operated system installation, setup mail

Installed new printers and problem solving

Added computers to domain, IP configurations

Configurations TCP/IP printer connection, and scanner

Troubleshooting

Windows xp,2003,2000

Added desktop & laptop users to the network and upgraded systems

Helpdesk and personally attend to problems

Active directory

Ran audits

Network problems

Citrix installation and configuration

Worked on Heat program, firewalls, gateways and anti-virus, run audits

Reason for leaving: Offered a career opportunity at the Sizwe Group

References:

Name: Lebo Thipe

Company: National Health Laboratoy Services

Contact No.: 083*******

Name: Siyanda Mweshe

Company: Bureau Veritas

Contact No.: 083 *** ****

Name: David Sierra/ Brendon Oelofse

Company: Atlas Copco

Contact No.: 083******* - 011*******

Name: Ronel Swart

Company: Fast Forward Business Services

Contact No.: 083*******

Name: Andrew Sibaya

Company: Liberty Life

Contact No.: 084*******

Name: Faith Raphakgadi

Company: Sizwe IT Group

Contact No.: 012 *** **** 084*** ****

Name: Themba Xaba

Company: Gauteng Provincial Government

Contact No.: 011 *** **** 082 *** ****



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