Bsc IT

Sensitivity: Public

D INGISWAYO MTHETHWA

I T S Y S T E M S S U P P O R T E N G I N E E R

Box D95 Ezulwini the Gables +268******** ************@*****.*** OBJECTIVE

A qualified and motivated system support professional with a solid record in System maintenance and customer retention. Developing efficient plans and successful completion of projects and urgent tasks. Currently looking to progress in the IT field. E D U C A T I O N — EXPERIENCE

Richfield Graduate

School of Technology,

Durban, South Africa,

Server and Change

Management

Certification

Modules Covered

IT Projects

IT Strategic

Management

IT Risk Management

Computer Security

Database Management

Information Systems

Business Management

March 2023-Present

Managed Services Engineer L2 Support

Mobile Technologies

July 2016-March 2023

IT Systems Support Engineer also currently Acting as IT Operations Manager • Eswatini Mtn

April 2012- 2016

Service Centre Consultant • Eswatini Mtn

July 2011- 2012

Customer Service Consultant (Call Centre) • Eswatini Mtn

Managed Services Engineer L2 Support

Duties Include:

• Integrate Mobile-Technologies products with the customers system and other third parties.

• Perform deployments in various environments including production servers.

• Provide technical support to application and manage tickets. Report, track and ensure support calls resolution.

• Pro-actively look for improvements: new technologies implementation, process enhancement. Collaborate with development and test teams on issues and feedback on improvement.

Sensitivity: Public

IT Applications Support Engineer

Duties Include:

• Provide Level 2 application support to ensure the availability of applications according to predetermined service levels.

• Assist in the root cause analysis of application incidents.

• Plan and manage short- and medium-term projects.

• Monitor stability and feasibility of the applications environment.

• Plan future capacity enhancements and manage /

maintain software releases and support tools.

• Provide in depth review of applications to correctly diagnose complex problem and provide relevant

resolution.

• Provide detailed functional and technical documents; project estimates; work plans; schedule; resource plans and status reports.

• Participate in software development lifecycle; attend requirements reviews and develop leading edge

processes to support new product enhancements.

• Management deployment of software releases to

production and QA.

• Develop, maintain, and support maintenance jobs and software upgrades.

• Facilitate and maintain best of breed product and support tools.

• Contribute to pre-testing phase of development by evaluating proposals to identify potential problem areas and make appropriate recommendations.

• Liaise with network administrators and software

engineers to assist with quality assurance, program logic and data processing.

• Also tasked to oversee monthly billing cycle.

Sensitivity: Public

Service Centre Consultant

Duties Involved:

• Attend to walk in customers; listen to and resolve customer complaints/queries.

• Undertake and process services such as change of SIM cards, registration of prepaid lines, payments for customers.

• Facilitate reconnection and disconnection of client accounts.

• Facilitate activation of international roaming and activation of GPRS and Wireless Services.

• Provide hands-on support for customers on phone

usage, and consumption.

• Perform all end-of-day duties.

• Elicit sale of new or additional standard services through prescribed routes.

• Facilitate and undertake the handset repair process to meet customer expectations.

• Undertake other related duties that are assigned by immediate supervisor from time to time.

• Device and data consultant

CUSTOMER-SERVICE CONSULTANT

Duties involved:

• Responsible for the smooth operations and customer management of all the escalated queries.

• Help customers through solving their queries on MTN Swaziland operations.

• Billing systems

• Solving customer queries associated with the complexity of using different mobile phone brands and brand

models.

• Implied responsibility of marketing and selling products and services.

• Responding to customers accurately, providing 1st line support.

• Applying customer service policies and adhering to service levels.

• Maximizing on up-selling and cross-selling opportunities.

• Attending to data queries.

• Proving assistance to post-paid customers and resolving their package queries.

• Ensuring all opened pending cases are resolved

escalated issues are resolved and closed.

Sensitivity: Public

K E Y S K I L L S —

SQL

Database

management and

development

Systems maintenance

and troubleshooting

Microsoft office

packages

Spreadsheets

Email communication

REFERENCES

Miss Busisiwe Mamba Cell: 76060066 Senior Engineer IN Mrs. Poyo Mabuza Cell:76060054 Service Centre Supervisor Mr. Benjamin KoluoCell:76526041 IT Infrastructure Supervisor

Contact this candidate