Service Support
Resume:
CONTACTS
Cell: 076*******
Email: adk2g5@r.postjobfree.com
CURRICULUM VITAE OF HENGA MATLOU
Personal Information
Nationality: South African
DoB: 27/02/1994
Gender: Female
Driver’s License: Code 10 (C1)
Education
High School: Minerva High School
Highest Grade Passed: Grade 12
Year Passed: 2012
MNE Program: Torque-IT
Course: IT Professional Diploma
Subjects Passed:
Life Skills
End User
CompTIA A+
CompTIA Network+
MTA Networking Fundamentals
MTA Security Fundamentals
MTA Server Admin Fundamentals
NE-20687 Configuring Windows 8
NE-20688 Managing and Maintaining Windows 8
MCSA(NE-20410) Installing and Configuring Windows Server 2012
MCSA(NE-20411) Administering Windows Server 2012
MCSA(NE-20412) Configuring Advanced Windows Server 2012 Services
Interconnecting Cisco Network Devices Part 1 (ICND1)
Year: 2013
International Exams
Installing and configuring windows server 2012
Configuring windows 8
Managing and Maintaining Windows 8
Administering windows server 2012
Other Certificates
MNE Program: APMG International
Course: ITIL Foundation
SDI
Year: 2016
Languages: English, Sepedi and Setswana
Institution: Aegis BPO
Position: IT Technical Support T1
Duration: 29 September 2014 – 15 October 2015
Duties
Diagnose and resolve technical hardware and software issues via phone
Provide efficient IT support aligned to SLA and agreed standard
Comply, understand and implement all steps within IT
development and meet governance in terms of legislative and audit requirement
Log all helpdesk interactions
Identify and escalate situations requiring escalation to higher level support
Interact with users to provide and process information in response to problems inquiries and requests about IT and all IT support.
Troubleshoot router problems and help with configurations of all ADSL routers (DLINK, BILLION, AZTECH, HUAWEI, NETGEAR, DUO-PLUS, and other
Troubleshoot and Configure LAN, WAN, and WLAN
Troubleshooting emails related issues (Microsoft Outlook 2003-2013 and Express 5-6, Thunderbird, Windows Live mail, Mail on Mac, Office 365 and others
Configure mail on mobile devices (Samsung, Apple, HTC, Nokia, and other
Log queries to technician for onsite support
Checking for fault on the telephone line
Follow up and make scheduled call backs to users where necessary. Follow up with users
Institution: Kelly Personnel (FNB Service Provider)
Position: First line Support Consultant (Customer Service)
Duration: 15 October 2015 – 01 September 2016
Duties:
Providing 1st line technical support, answering support queries via phone & email.
To log & prioritise system & user support calls for the second line support team.
Communicate and coordinate with internal departments
Keep records of customer interactions and transactions
Assist with other technical assistance with mobile devices such as Huawei, Apple, Samsung, etc including internet configuration, email configuration and mobile hotspots and assisting with GSM/GPRS/3G/HSDPA/ WLAN
Offer technical assistance with the SIM services (Call issues, SMS and MMS issues)
Assisting with installation, configuration, data backups, firmware upgrades, etc.
Providing technical advice to customers
Provide feedback on the efficiency of the customer service process
Responding to technical support, billing, and customer service issues from our customers and trial users
Documenting cases and following-up on issues from inception through resolution
Interfacing with multiple departments and teams
Maintain accurate records documenting retention efforts and facts pertinent to the cancellation request
Working with sales team to improve its efficiency, standard of service and overall success
Institution: Dimension Data / Merchants
Position: Service Desk Analyst
Duration: 01 September 2016 –30 July 2017
Duties
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st and 2nd line support -troubleshooting of IT related problems from in-house software to hardware such as Laptops, PCs and Printers
Troubleshoot basic network issues such as VPN connection issues
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system(ITSM)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Institution: Dimension Data (Merchants)
Position: RIM Service Desk Analyst
Duration: 01 August 2017 – 30 September 2018
Duties
Monitor and troubleshoot and support internal and customer networks, servers, applications, and virtual infrastructure.
Acknowledge, react, and remedy any alerts seen on the board. Resolve or downtime where appropriate with comments. Attempts to troubleshoot any service interruptions so that a full report can be made to the client will be made.
Write and refine our troubleshooting guides and documentation.
Event coordination, including sending mobile/email alerts to other Engineering teams and Service delivery managers based on the size and scope of events
Monitor events as they are submitted to ensure timely responses. Ensure that the SLA commitment is met.
Respond to issues of all sizes, from major outages to minor alerts, and resolve or reach out as needed to keep our entire Engineering operations healthy.
Interacting with multiple departments and companies daily.
Following strict operational procedures.
Institution: PSG Konsult
Position: Service Desk Analyst
Duration: 1 October 2018 - Current
Duties
Providing high quality telephonic and remote support that will aid in the timeous resolution of IT incidents
Prioritizing numerous issues of varying severity and varying service levels and dealing with them accordingly
Taking ownership of and accurately and comprehensively updating the helpdesk call with all notes pertinent to the incident
Collaborating extensively with peers and other teams within client IT Operations to drive problem resolution and contribute to a growing knowledge network
Completing other duties as assigned by Manager
Keep up to date with the technological developments in the ICT and customer care industry
Network support and connectivity and troubleshooting complex multi-site WAN and/or LAN environment
Used PowerShell scripts to prepare mailboxes and execute cross-forest moves to Exchange Server2013
Managing and maintaining mailboxes on MS Office 365
Active Directory support and Administration (Group policy, permissions, account provisioning)
Exchange/Office 365 support, maintenance and administration (Account provisioning, migration from Exchange to office 365, distribution group creation)
Responsible for administration tasks including: User accounts creation and files sharing permission maintenance.
Work on operating systems and software in user Server 2012r2, Server 2008r2 with Active directory, Exchange Server. GFI spam filter, Windows 7, Windows 10, MS office 2010/2013/2016
References
Tyrone Naidoo
adk2g5@r.postjobfree.com
Curvin Schroeder
adk2g5@r.postjobfree.com
Siphokazi Nohenda
adk2g5@r.postjobfree.com
Simon Sathekge
adk2g5@r.postjobfree.com
Warren Scorgie
adk2g5@r.postjobfree.com
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