Curriculum Vitae of Keneilwe Ndlovu

Postal Address :1173c Mbatha drive

White city Jabavu

1866

Personal Details

Name : Keneilwe

Surname : Mokoena

ID Number : 880**********

Gender : Female

Marital Status : Married

Home Language : Setswana

Other language : English

License : N/A

Contact Details : (cell) 061*******

Alternative no: : 073*******

E-mail address -adogal@r.postjobfree.com

Educational qualifications

Name of Institution : PC Training

National certificate : IT Diploma

Year : 2009

Name of Institution : PC Training

National certificate : MCSE completed

Year : 2010

Name of Institution :Torque IT

National certificate : 410 Exam completed

Year : 2016

Name of Institution : Marval

National certificate : ITIL Certified

Year : 2017

Other Educational Qualifications

Name of Institution : Torque IT

National certificate : 411 and 412 exam (currently)

Name of Institution : Morris Isaacson High School

Highest qualification obtained : Grade 12

Subjects: English, Setswana, Business Economics, Accounting, Economics

Applications used

Jira

Sap CRM

Remedy\ITSM

Marvel

AD

SCCM

Any desk

Team Viewer

MS Teams

MS o365

RDS

Skype

Accpac

Salesforce

Employment History

Company Construct Education

Position : Service desk analyst

Start date : 23 June 2021 to date

Duties :

Respond to user inquiries, access problem and issues with IT equipment.

Provide technical support via email, phone and chat.

Validating and clarify the issues described in tickets

Ensure what the user is describing is real and not misunderstood on user errors.

Answer all how-to questions

Fix all end-users issues through LMS system

Maintain both high efficiency and high quality of work

Resolve as many logged calls as possible before escalation

Respond to user inquiries, access problem and issues with IT equipment

Company IIE MSA

Position : ICT

Duration : Feb 2018 to Dec 2020

Duties :

Service Desk -Log calls on Service Desk within SLA, accurately populating all call details

Following up and updating calls on Service Desk

Resolve as many logged calls as possible before escalation/within SLA, drive 1st Call Resolution

Assist in Service Desk Reporting (daily, weekly, monthly)

Desktop Support Answers, evaluates, and prioritizes logged requests for assistance from users requiring assistance with catalog of services requests.

Logs and tracks calls using incident and problem management database provided through the service desk

Support, Troubleshooting and configuration of Audio Visual, Sound and Communication devices

Handles problem recognition, research, isolation, resolution and follows up on routine user problems, referring more complex problems to the campus Senior ICT Support

Software and Hardware Installations and Support for Software and Hardware Installations Installs desktop and laptop computers for use on campus with the relevant authorized software and completes the relevant documentation

Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.

Sets up and support for boardrooms or for training use.

Conducts regular testing of the video conferencing and information technology equipment and fixes any problems with this equipment.

Information Technology Administrative Functions Administrate and maintain the Asset register

Administers assets by updating the hardware and software asset register that includes asset disposal.

Maintains the information technology storeroom, server room and office by keeping it neat and tidy and free of any health and safety risks.

Trains and orients staff on use of hardware and software.

Company : Ucs Solutions

Position : First Line Support Consultant

Duration : January 2013 to Jan 2018

Duties : Command center first line support

Help desk administration

Logging calls via mail and telephone

Trouble shooting desk top issues and fixing remotely or telephonically

Escalating calls to relevant partied

Closing calls

Monitor SLA on calls

Reset passwords on Active Directory,sap erp,sap bw

Monitoring Auto log call (ATG)

Investigate ATG call on Solar wind

Monitor Report batch runs on standby

Trouble shoot Point of sale issues

Trouble shoot EFT issues

Company : Better Life

Position : Sales Consultant

Duration : April 2010 to August 2010

Duties

:Sales capturing orders on Sap and AS400

Administration

Company : Call Force

Position : Recruitment Agency (Talent Specialist)

Duration : August 2010 to December 2010

Reference

Name : Thobe Ndiki

Position : Manager

Company : Ucs-solutions

Contact : 067*******\072*******

Name : Yishik

Position : Team leader

Company : call force

Contact : 082*******

Name :Estelle Huisamen

Position :IT Manager

Company :IIE MSA

Contact :011*******\072*******

Personal Profile

I am mature and energetic bubbly individual that has excellent time management, confidence and reliable. I easily adapt to any working environment and with various personalities. I am well presented spoken and professional. Strong attitude to motivate and encourage peers to improve service delivery and the ability to work to a tight deadline and under pressure. I am a go-getter and have a positive outlook on life.

Contact this candidate