Technology Assistant Debt Collector
Resume:
Cover letter
I have a professional experience in the I.T field and am passionate about technology, currently with DHL as IT Support Analyst with the main focus of supporting user's desktop issues as well as account administration. I have worked at Vodacom, IT Services for 5 years where I was computer Technical Assistance and have years of practical IT Administration and IT Helpdesk Support. I'm a very good team player and work well with other as well as taking my own initiative working on my own. I'm very good at following instructions and always willing to go the extra mile. I work well under pressure and can think on my feet.
Career Objective
To be an integral part of a dynamic institution where my enthusiasm and hard work will lead to success not only for me but also for the company I represent. I need to be part of a progressive team where creative thinking and collaboration solves problems and contributes to the well being of the company.
PRIVATE AND CONFIDENTIAL
PROFILE
Surname
Makhubu
First Names
Nontando Nompumelelo
Driver’s Licence
Code C1, with own transport
Gender
Female
Marital Status
Single
Date of Birth
14 November 1988
Nationality
South African
Race
Black
Home Language
IsiZulu
Residential Area
Ekurhuleni
Notice Period
Immediate
EDUCATION, TRAINING & DEVELOPMENT BACKGROUND
HIGHER EDUCATION
Name of School
Knowledge Is Virtue
High Standard Passed
Grade 12
Year Obtained
2006
Qualifications
Matric
Tertiary Qualifications
Name of Institution
Name of Qualification
Year Obtained
CTU
Computer Engineering
2008
QAS
Cabin Crew Course - Customer Support\ Customer Orientated
2007
SHORT COURSES/ SKILLS PROGRAMMES
Institution
Programme/Course Attended
HAVETETCH
Call Centre Administration
COMPUTER PROGRAMMES
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Outlook
LAN Support
WAN Support
Goss System
HP
ITSM7 New Remedy
CA Unicenter Service Desk (USVD)
BMC Remedy IT Service Management Suite
Optical Fibre
+A
+N
SUMMARY OF CAREER HISTORY
Name of Company
Position Held
Employment Dates
DHL Supply Chain
IT Support Analyst
Oct 2017 up to Date
UCS client- Vodacom
Technology Assistance- Helpdesk
April 2013 Sep 2017
Business Connexion (head of office)
Technology Administrator
Feb 2011 – Mar 2013
Business Connexion (Based at client side Cadbury/ AFGRI & Vector & Royal Bafokeng)
Technology Administrator
Nov 2010 – Feb 2011
Allied Mobile Communication
Data Capture
Feb 2010 – Oct 2010
National Gold
Client Relations/ Accounts Debt Collector
May 2009 – Feb 2010
Afri-Ram Conference
Ushering the delegate (In-service Training)
Dec 2008 – Jan 2009
Home mark
Telesales
Jun 2007 – Dec 2008
EMPLOYMENT NARRATIVE [CURRENT/LAST]
Company:
DHL Supply Chain
Position Held:
IT Support Analyst
Period employed
Oct 2017 up to Date
Reasons For Leaving:
Career Development
Role & Responsibilities
Cisco Phone user support
Managing user accounts on Active Directory
Ensure all incidents / requests received are logged, monitored / updated and resolved according to service targets. Allocating calls to the appropriate support team or third party with minimum delay (HEAT ITSM system)
Taking ownership of Incident management lifecycle (logging to closure)
Provide a professional point of contact to all those that contact the Service Desk, providing guidance, resolution or escalation for issues/inquiries as appropriate
Observe and influence the development of customer care skills within the team, leading by example and training as required
With guidance from the Team Leader undertake first line management of the team including day to day performance, conduct, absence etc.
Escalate issues and solutions that are likely to impact IT systems and service security
Handling outage notifications to all stakeholders and taking ownership of escalations if required.
PREVIOUS CAREER HISTORY
Company:
UCS - VODACOM
Position Held:
Technology Assistance- Helpdesk
Period employed
April 2013 – September 2017
Reasons For Leaving:
Career Development
Role & Responsibilities
Attending to calls (granting access, password reset, remote assisting user etc)
Monitoring and ensuring SLA compliance
Responding to client incidents by assigning, maintain and resolving incidents
Taking ownership of Incident management lifecycle (logging to closure)
Prompt feedback on escalated client queries
Task Request logging
Managing and controlling movement of service engineers
Report Writing on incident
Documentation of Incidents service dockets
2nd level support for Vodacom website and My Vodacom App
Troubleshoot issues for both Vodacom website and My Vodacom App
Execute SQL scripts for development team
Write SQL scripts to extract information for business and other support teams
Extract log files from Linux servers for customer issues.
Assist development team with testing for production environment, once clone or bug fixes have been implemented. To insure the website and app are working end to end before changes have been made live.
PREVIOUS CAREER HISTORY
Name of Company
Business Connexion (head of office)
Position Held:
Helpdesk Administrator
Period employed
Feb 2011 – Mar 2013
Reason For Leaving
End on contract
Role & Responsibilities
Manager Services and Workspace
Monitoring and ensuring SLA compliance
Prepare and format schedules.
Interprets requests and provide relevant information.
General record keeping.
Analyze and examine information.
Customer satisfaction management.
Tracking of all configurations, quotations, special requests, orders, maintenance schedules and installed base.
General Admin duties.
Attending to employee queries.
Filing and maintenance of personnel files.
Resource scheduling for engineers on Remedy system and ITSM 7.
Achievements
Reduced the number of open/unattended calls by 70%
Assisted in Training one Resource Scheduler
Managed calls for two customer engineers
Reduced the number of Breached calls by 70 % in three months
PREVIOUS CAREER HISTORY
Company:
Allied Mobile Communication
Position Held:
Data Capture
Period employed
Feb 2010 – Oct 2010
Reasons For Leaving:
Career Development
Role & Responsibilities
Capturing the Virgin Mobile Contract sim (Rica).
Call Customer to confirm address of delivery and to confirm the delivery of the phone.
PREVIOUS CAREER HISTORY
Company:
National Gold
Position Held:
Client Relations/ Accounts Debt Collector
Period Employed
May 2009 – Feb 2010
Reasons For Leaving:
Career Development
Role & Responsibilities
Answered calls
Dealt with clients who were following up doing cancelation
Updated clients information
Debt collection calling clients and arranging payments
PREVIOUS CAREER HISTORY
Company:
Afri-Ram Conference
Position Held:
Ushering the delegate (In-service Training)
Period Employed
Dec 2008 – Jan 2009
Reasons For Leaving:
Career Development
Role & Responsibilities
Ushering delegate to the ICC to National meeting
In-service Training
PREVIOUS CAREER HISTORY
Company:
Home mark
Position Held:
Telesales
Period Employed
Jun 2007 – Dec 2008
Reasons For Leaving:
Career Development
Role & Responsibilities
Making sales to prospective clients
Up sale to the inbound calls
Telemarketing
Professional Strengths
Analytical thinking.
Communication skills (verbal and written).
Excellent Interpersonal, organisational and problem solving skills.
Reliable Team player.
REFERENCES
PREVIOUS EMPLOYER
DHL Supply Chain
POSITION HELD AT COMPANY
IT Service Desk Analyst
TELEPHONE NUMBER
NAME OF SUPERIOR
Michael Annandale
DESIGNATION
Line Manager
PREVIOUS EMPLOYER
Vodacom
POSITION HELD AT COMPANY
Technology Assistant\ Helpdesk Administration
TELEPHONE NUMBER
082 1947/ 082-***-****
NAME OF SUPERIOR
Mpho Phume
DESIGNATION
Supervisor
CURRENT/PREVIOUS EMPLOYER
Business Connexion
POSITION HELD AT COMPANY
Helpdesk Administrator
TELEPHONE NUMBER
NAME OF SUPERIOR
Khath Mbodi
DESIGNATION
Senior Delivery Manager
CURRENT/PREVIOUS EMPLOYER
Allied Mobile Communication
POSITION HELD AT COMPANY
Data Capture
TELEPHONE NUMBER
NAME OF SUPERIOR
Mohensu Naidoo
DESIGNATION
Snr Delivery Manager
CURRENT/PREVIOUS EMPLOYER
Homemark
POSITION HELD AT COMPANY
Telesales
TELEPHONE NUMBER
NAME OF SUPERIOR
Vhongani Nkuna
DESIGNATION
Manager
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