Desk Analyst It Technician
Resume:
CURRICULUM VITAE
Lindiwe Dube :Female
Drivers Licence :code 10
Date of Birth: 03/01/1984
*************@*****.***
Cell :079-***-**** / 081*******
Alt :072-***-****
Personal Key Skills
Good communication skills
Technical Skills
Problem Solving
Team Work and Learning
Self _management skills
High School Education
High School Attended: Leeds High School
Matric Subjects: English, IsiZulu, Economics, Mathematic literacy, Business studies, Accounting and Life Orientation
Year Matriculated 2008
Further Education and Training
Institution: ` Bytes People Solution Midrand
Duration: 1 year
Period: 23-Jun- 2014 – 19 December 2014
Qualification: Technical Support
NQF Level: 4
Exit Level Outcomes:
Use a logical methodology to troubleshoot the common types of hardware and software problems. typically encountered in the day- to- day operations of a department in an organisation
Understand the role of technology in the business context
Demonstrate hardware support skills for server computers
Demonstrate the operating system support skills
Relate business problems and information technology solutions
Institution : 1 Isibani Institution
Duration : 6 months
Period: Jan 2016 to June 2016
Qualification: (CCNA) Cisco Networking Academy
Module : Routing and Switching: Introduction to Network,Routing and Switching Essentials,Scaling Networks,.
Institution:2 CTU Training
Duration : 6 months
Period: November 2017 to May 2018
Qualification: MCSA
NQF Level : 5
Module : Business Communication, Computer Architecture, Network Architecture
Client Operating System, Isnos and Advance Server System
Qualification :3 ITIL V4
Duration : 3 days
Period: Jan 2020
Module : Understand the key concepts of service management, Understand how the ITIL
guiding principles can help an organisation adapt and adapt service management,
Understand the four dimensions of service management, Understanding the purpose and
components of the ITIL service value system, Understanding the activities value chain, and how they
interconnect, Know the purpose and key terms of 15 ITIL practices, Understand 7 ITIL practices
Career History
Company 1: Merchants/Massmart
Position: IT Senior Service Desk Analyst
Period: November 2021 Current
Duties and Responsibilities
Provide support via Telephone and email, Diagnose and resolved Incident
Support remote users and VPN client connectivity
Log and update the Service desk system with all incident
Escalate Incidents to other teams and third parties
Provide customer service as the primary interface between IT and the business
Evaluate incident/requests for validity and also to make sure that adequate information is available
Direct the ticket to relevant teams based on content of the ticket/incident
Monitor ticket queue with regard to SLA,notify relevant teams and thereby help teams to maintain SLAs
Provide Application deployment through the use of company approved software distribution mechanisms
Proactively collaborate service Delivery with local support teams using ITIL methodologies, best practise industry product
All SAP Password reset and Store and Moats Web Password reset
Company 2: SANBS
Position: IT Technician /Service desk Administrator
Period: June 2018 to October 202
Duties and Responsibilities
Setup workstation with computers and necessary peripherals device (printers, printers etc.)
Check computer hardware (HDD, mouse, keyboard etc.)to ensure functionality
Provide the appropriate type of technical support to resolved IT related incidents and to respond to users
Manage updates and troubleshooting variety of computer issues
Install and configure appropriate software,hardware and functions according to specifications
Assigning calls to the correct department or group, Close incidents and confirm satisfactory outcome with customer
Organize and schedule upgrade and maintenance without deterring other from completing their work
Ensure security and privacy of networks and computer system
Provide orientation and guidance to users on how to operate new software and computer equipment
Perform troubleshooting to diagnose and resolve problems
Provide orientation and guidance without deterring others from completing their work
Company 3: Multichoice and Bytes Connect
Position: IT Technician and Senior Service Desk Analyst
Period: Jan 2015 to May 2016
Duties and Responsibilities
Logging all incidents and service requests received via email,web and telephone,
Verify the details of a caller and their IT resources, First line support
Provide the appropriate type of technical support to resolved IT related incidents and to respond to users
Manage updates and troubleshooting variety of computer issues
Installing hardware and software system
Understand and document customers’ needs accurately in the call logging systems to enable speedy
Resolution of escalated service request, Records all incidents when applicable and required
Reduce support costs by the efficient use of resources and technology.
Close incidents and confirm satisfactory outcome with the customers,
Complete and accurate information according to root cause identified.
References
Name:
Cynthia Nemavhanda
Tenadani Luvhengo
Ike Makeke
Lucas Hlongwane
Robina Harrison
Position:
Team Lead
Team Lead
Lecture
Instructor
Supervisor
Company:
Massmart
SANBS
CTU Training
Bytes People Solution
Multichoice
Contact No:
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