Service Desk Agent

Location:

Cape Town, Western Cape, South Africa

Salary:

35000 Net

Posted:

September 08, 2024

Contact this candidate

Resume:

Confidential Information

CURRICULUM VITAE DIMO VICTOR MALAKA

Page 1 of 3

PERSONAL DETAILS

Full Name :Dimo Victor Malaka

Date of Birth :1980-06-22

Nationality :South African

Languages :Northern Sotho

Area of Residence :Parklands

Race :African

Gender :Male

Driver’s License / Own Car :Code 10

Contacts :072-***-****

Current Position : MDM Principal Specialist: IS&T - Distributed Computing Availability : One Month

QUALIFICATIONS

QUALIFICATION INSTITUTION YEAR STATUS

National Diploma Internal Audit Vaal University of Technology 2004 Completed

CERTIFICATIONS

YEAR: 2024

Current Studies: Azure 104

Administrator

Microsoft Learning Institution

Online

Microsoft Learning Portal

CERTIFICATIONS COMPLETED

CERTIFICATIONS INSTITUTIONS YEAR STATUS

SOTI Certified SOTI ACADEMY 2019 Completed

Wavelink Certified Zetes PTY LTD and Wavelink

2014 Completed

ITIL Foundation V3 Certificate Zetes PTY LTD 2014 Completed HP Certificate on Selling HP Imaging

and Printing Solutions

DATACENTRIX PTY LTD

2012

Completed

Dell EMEA Certificate on Fast

Tracking Server Administration.

DATACENTRIX PTY LTD

2010

Completed

Dell EMEA Certificate on Self

Dispatch Desktop

DATACENTRIX PTY LTD

2010

Completed

Dell EMEA Certificate on Self

Dispatch Notebook

DATACENTRIX PYT LTD

2010

Completed

Business Management Certificate

Ekurhuleni West College

(Kempton Park Campus)

2000

Completed

Confidential Information

CURRICULUM VITAE DIMO VICTOR MALAKA

Page 2 of 3

Matric Certificate Mang Le Mang Senior

Secondary School

1998 Completed

OCCUPATION SUMMARY

POSITION COMPANY DATE

Mobile Device Management

Principal Specialist

City of Cape Town

September 2023

to date

Wavelink Avalanche Server and

Mobile Device Management

Administrator

Proscan/ Zetes (PTY) LTD

November 2012

to July 2019

SAB Account Service Desk Agent

and Sales Telemarketing MPS Printer

Support.

DATACENTRIX (PTY) LTD

Feb 2009 to

October 2012

Brochure Account Administrator

AVONJUSTINE (PTY) LTD

June 2008 to Feb

2009

Service Desk Billing Accounts

Administrator

Cell C (PTY) LTD

Dec 2007 to June

2008

Courier and Scheduler

CCD COURIERS (PTY) LTD

March 2006 to

Dec 2007

Help Desk Agent

BCS GROUP (PTY) LTD

June 2003 to

March 2006

OCCUPATION HISTORY

Company : City of Cape Town

Date : September 2023 to date

Position : Mobile Device Management Principal Specialist Department : IS&T Distributed Computing

Responsibilities : VDI Workspace (Citrix)

• End User Support e.g., Contractors connecting to the City via VDI. (Visual Desktop Infrastructure)

• Remote Control to End User ‘s machine to troubleshoot e.g Applications or Connectivity issues

• Testing Applications on QA Server before production

• Reimaging all kind of Desktop and Laptops and issuing to City Employees

• Publishing specialized apps for End Users and City Personnel

• Actioning Incident on SAP CRM for End User having issues with, Applications, Errors, Accounts creation request and etc.

• Setup small Tablet devices for the City Metro police and loading Apps

• Assisting City Metro police with daily issues on SAP Afaria or any challenges they come across on Tablet devices. E.g., Tablet not connecting to upload their daily work

• Monitoring Workstation and Server Dashboard Vulnerabilities and coming up with a fix. Confidential Information

CURRICULUM VITAE DIMO VICTOR MALAKA

Page 3 of 3

• Azure AD (Active Directory) System Administrator. Company : ZETES (PTY) LTD

Date : 2012 to 2019

Position : Wavelink Avalanche Server and Mobile Device Management Administrator

Department : IT (SAB/ABI BIS)

Responsibilities : ABI and SAB Account Administrator and 2nd Responsibilities : Acting Service Desk Manager.

• End User Support

• Onsite and Remote-Control support (Via Wavelink Avalanche Console Server)

• ABI/SAB (BSS) Training on Mobile Devices, Applications, Mobile Printers.

• Testing customer Applications on QA server, before Production

• Supporting DSD3, mSTS, Warehouse, Raw Material Applications and building this package using package builder to Wavelink Avalanche Console, for deployment.

• Testing Mobile Devices (HHT’s) to conform with the applications

• Immense Deployment of any file, Patch, and Cab file to all ABI/SAB Mobile Devices Countrywide.

• Traveling onsite to any Depot national were End Users need Training/Clarity on how to use the Mobile Devices, and how to distinguish a problem between a HHT’s and application related issue.

• Working with other vendors supporting ABI/SAB closely to alert them if problem is related to them and not the mobile devices and application team.

• E.g., MTN (Network team)

• Compiling essential Application Training Material and presenting training sessions to equip End User workforce with necessary skills and capability

• Wavelink Avalanche Console Server monitoring, running backup of the Avastats and Avalanche daily

• Installation of application into Mobile Devices manually and/or using the Wavelink Avalanche Console. (Remotely reloading Device applications)

• Clean booting of mobile devices and reloading of applications

• Ensuring we meet 99% plus, on SLA’s accord with customer. E.g. resolving all calls within SLA.

• Attending Incidents and SLA meetings with customers and notes down challenges on incidents and customer concerns.

• Attending all training with customers involving Vendors concerned on new projects. E.g. New Application announcement

• 24/7 Standby Support on issues customer cannot resolve, related to Mobile Devices and Applications.

• Installation of Wavelink Avalanche Console Server from start to end, including loading all customer profiles software’s.

• Change Request Document procedures in the event of massive deployment, ensuring all documents are approved by all parties concerned before scheduling deployment. Company : DATACENTRIX

Date : 2009 to 2012

Confidential Information

CURRICULUM VITAE DIMO VICTOR MALAKA

Page 4 of 3

Position : Service Desk Incident resolver and MPS Telesales Marketing Agent. Department : Managed Print Services and IT Support Reason for Leaving : New Offer

Responsibilities : Marketing customers and Support

• End User Support

• SAB Accounts and Incident monitor

• Desktop/Notebook/Printer and Server Support

• Unit Warranty/Guarantees verification

• Incident Resolver

• HP Vendor

• MPS (Manage Print Solutions)

• Sales and Marketing

• CRM

• RFP and RFQ

• Contract Renewals

Company : AVONJUSTINE

Date : June 2008 to Feb 2009

Position : Accounts Administrator

Reason for Leaving : New offer

Responsibilities : Accounts Admin

• Maintaining financial records

• Preparing financial statements Monthly

• Updating SARS with clarity queries

• Coordinating foreign exchange and commodities

• Ensuring timeous payments by debtors

• Querying Outstanding payments from debtors

• Stock Evaluator and price determination

• Maintaining good relationship to our Creditors

• Filing and Capturing Bank Records

• Reconciliation of Company Ledgers

Company : CELL C

Date : Dec 2007 to June 2008

Position : Service Desk Accounts Administrator

Reason for Leaving : New offer

Responsibilities : Accounts

• Screening incoming calls to the Centre and assisting users with billing statements

• Billing of cellphone contract

• Tele sales of new cellphone and contract offers

• Marketing new client (e.g., Target Retailers)

• Collecting Outstanding payments from debtors

• Cell Phone Contract renewals

• Reconciliation of accounts

Company : CCD COURIERS

Confidential Information

CURRICULUM VITAE DIMO VICTOR MALAKA

Page 5 of 3

Telephone : 010-***-****

Date : March 2006 to Dec 2007

Position : Driver and Scheduler

Reason for Leaving : New offer

Responsibilities : Deliveries, Scheduling and Collection Company : BCS GROUP

Date : June 2003 to March 2006

Position : Help Desk Agent

Reason for Leaving : Exploring opportunities

Responsibilities : Support

• Support users in the usage of computer hardware

• Hardware troubleshooting

• Installation and configuration of hardware and software

• Monitoring Servers and Telkom lines

• ADSL, IDSL and Analogue account administrator

Message

My Interests and direction depend mainly in ensuring efficiency and relevance of Information Technology solutions that addresses a specified need within a business environment. This extends beyond experiences of creation and management of end-user applications and summarizes amongst others, improvement of processes and procedures and melding multiple elements with cautious business encompassing strategic hint. Key to this is my utilization of an analytical approach to a problem analysis and execution of multiple methodologies such as business analysis principles, which contribute to the promising outcome of desired business deliverables. My Appreciation of an effective knowledge management construct the acquiring and distribution of this key information to stakeholders and any interested parties plays a beneficial role in influencing progressive development within any team, organisation or environment interacted therein.

REFERENCES

1. Garreth Walker

National Support Service Manager

Zetes (PTY) LTDY

011-***-****

082-***-****

*******.******@**.*****.***

2. Terrie Fletcher

Field Sales Engineer EMEA

Wavelink UK

o +44 (0-20-899*-****

m +44 (0-795*-***-***