ICT Support Engineer & Functional Analyst with Web Development
Resume:
KARABO GODFREY
MOPEDI
Address:
** **** ****** *********** ***********
2740
Phone:
Email:
******.**@*****.***
Summary
Seasoned ICT Support Engineer providing technical support, answering support queries remotely or via phone or email. Ensure that the service desk is effectively managed and maintained by logging all queries, allocating calls, prioritizing calls/complaints according to level of urgency, resolving queries efficiently and timeously where possible and monitor call resolution times. Functional Analyst specializing in Software Development, System Implementation and System Integration of Asset Management Systems and Integrated Workplace Management Systems solutions. Experienced with all stages of the development cycle for Agile and DevOps projects. Well-versed in numerous programming languages including HTML5, PHP OOP, JavaScript, CSS, MySQL. Strong background in project management and customer relations. Solutions-driven and experienced Functional analyst with Two Years Six months of experience and 9 months’ experience as a Sales and Marketing Training Manager and one-year experience as a Front End and Back End Web Developer and one-year experience as an IT Support.
Experience
Commission based Associate Financial Advisor- 01/03/2025 To 31/08/2025. Reason for Leaving: Resignation
Old Mutual Life Assurance Company (SA) Ltd (PFA), Lichtenburg Duties and Responsibilities:
• Responsible for the procurement of new business.
Expand sales of products and services with existing customers.
Championing valued customers to achieve their lifetime goals by identifying their financial needs.
Providing sound financial advice.
Recommending and implementing "fit for purpose" financial plans and solutions.
Work mainly on own leads.
Support Engineer ICT- 01/03/2023 To 03/10/2024.
Reason for Leaving: Exit
Sibanye Stillwater Mine,
Duties and Responsibilities:
• Constant monitoring of Sibanye IT Infrastructure (Networks, servers, and desktops).
To provide technical support, answering support queries either onsite, remotely or via phone or email.
To maintain a high degree of customer service for all support queries and adhere to IT Policies and Procedures.
Efficient first- and second-line IT Service support in line with the centrally defined SLA and ensuring user requests are resolved through the application of the required level of technical knowledge and expertise.
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Identify and initiate action to rectify minor system errors and faults reported by users by assessing the best action to rectify the situation based on knowledge and experience.
Maintain and update all documentation regarding changes to programmes, reports for strict control procedures.
• Report any anomalies to supervisor.
Assist the Supervisor by supplying information for management e.g. reports, trend analysis, and stock availability.
A relevant initial analysis / diagnosis of requests to ensure timeous and effective support.
Installation, set-up, and configuration of new desktops in line with required standards.
Ensure that the service desk is effectively managed an maintained by logging all queries, allocating calls, prioritizing calls/complaints according to level of urgency, resolving queries efficiently and timeously where possible and monitor call resolution times.
Communicate regularly with support staff about referrals and ensure users are informed as to the status of their complaints/queries.
Undertake special projects as required by management on an ad-hoc basis e.g. collecting and collating information, supplying explanations and details on various transactions.
• Receive, screen and direct all incoming queries to the correct department.
Handle queries if necessary and when required, relay accurate messages to members of the department to ensure that queries are resolved promptly.
• Allocate user passwords, and user accesses.
• Assist in administrative duties e.g. filing, record maintenance.
• Identify and assess future and current ICT training needs of ICT Customers and ICT Employees
• Assist ICT Customers to learn new skills and develop existing ones.
Assist in the Training and Development area, this can include, but is not limited to planning/scheduling/presenting.
Willing to travel and stay at any venue for more than one day assisting with applications (but not limited to) Signing hub administration/Enrolment/Training and support.
Building and maintaining relationships with stakeholders across the organisation and externally at all levels and cross functionally.
• Ensuring open communication channels with all relevant stakeholders.
• Leading and driving cost saving and cash conservation initiatives. Service Desk Administrator ICT- 13/09/2022 To 28/02/2023. Reason for Leaving: Promotion
Sibanye Stillwater Mine,
Duties and Responsibilities:
• Ensure that the service desk is effectively managed an maintained by logging all queries, allocating calls, prioritizing calls/complaints according to level of urgency, resolving queries efficiently and timeously where possible and monitor call resolution times.
• Communicate regularly with support staff about referrals and ensure users are informed as to the status of their complaints/queries.
• Identify and initiate action to rectify minor system errors and faults reported by users by assessing the best action to rectify the situation based on knowledge and experience.
• Maintain and update all documentation regarding changes to programmes, reports for strict control procedures.
• Report any anomalies to supervisor.
• Assist the Supervisor by supplying information for management e.g. reports, trend analysis, and stock availability.
• Undertake special projects as required by management on an ad-hoc basis e.g. collecting and collating information, supplying explanations and details on various transactions. Page 3 of 6
• Receive, screen and direct all incoming queries to the correct department.
• Handle queries if necessary and when required, relay accurate messages to members of the department to ensure that queries are resolved promptly.
• Allocate user passwords, and user accesses.
• Assist in administrative duties e.g. filing, record maintenance.
• Identify and assess future and current ICT training needs of ICT Customers and ICT Employees
• Assist ICT Customers to learn new skills and develop existing ones.
• Assist in the Training and Development area, this can include, but is not limited to planning/scheduling/presenting.
• Willing to travel and stay at any venue for more than one day Assisting with applications (but not limited to) Signing hub administration/Enrolment/Training and support.
• Building and maintaining relationships with stakeholders across the organisation and externally at all levels and cross functionally.
• Ensuring open communication channels with all relevant stakeholders.
• Leading and driving cost saving and cash conservation initiatives. Educator’s Assistant - 01/02/2022 To 12/09/2022.
Reason for Leaving: Resignation
Yusuf Dadoo Memorial Primary School, 1 Alpha Street, Kieserville, Lichtenburg, North West 2740 Duties and Responsibilities:
• Among other things, Education Assistants will be required to prepare the classroom for teaching and learning and ensure that teaching materials are available and ready for use.
• Hand out workbooks/textbooks to learners.
• Preparing mark sheets, keeping of records, capturing of marks.
• Distribute question papers, worksheets, classwork books, marked scripts to learners.
• Assist the teacher with photocopying of question papers, work sheets etc.
• Support the teacher to manage behaviour in the classroom.
• Help learners with their educational and social development; maintain a safe, secure and clean
• classroom environment; oversee learners out of the classroom and during lunch breaks; supervise group activities of learners and carry out administrative tasks as required by the school. Functional Analyst - 01/04/2018 To 30/09/2020
Reason for Leaving: Retrenchment
ALCM SOLUTIONS, Sunninghill, Sandton, Johannesburg, Gauteng 2196 Duties and Responsibilities:
• Reviewing the business requirement document and providing feedback based on the feasibility to implement.
• Conducted GAP analysis to derive the requirements for the customization of the proposed system.
• Analyzing user requirements, procedures, and problems to develop new software systems and review computer system capabilities, workflow, and scheduling limitations.
• Preparing functional specification documents with the functional requirements and functional use cases explaining the solution with step-by-step process flow to address the business requirement.
• Creating customer deliverables such as project plans, meeting minutes, and monthly progress reports.
• Carry out the business use case modelling and business object modelling effort to develop the business architecture for rapid and controlled application development.
• Compilation of a maintained requirement traceability matrix and other requirements-related documents throughout the life cycle of the project to track identified issues and predicted future risk areas.
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• Functional solution design, defining interface requirements, technical mapping reviews, creating test scenarios, and script documentation.
• Compilation of business flow diagrams and detailed specifications for the integration of Asset Management solutions with other 3rd party systems.
• Testing the end-to-end functionality.
• Write user manuals and prepare easy-to-understand documentation.
• Facilitate End User Training.
• Data extraction and Data upload.
• Configuration of system reports as per application requirements.
• Facilitate User Acceptance Testing and go-live sign-off system solutions.
• Manage multiple complex projects by mitigating risks, negotiating scope, prioritizing objectives, and proposing multiple solutions in an Agile environment. Sales and Marketing Training Manager - 01/07/2017 To 31/03/2018 Reason for Leaving: Resignation
Classic Innovations, Vereeniging
Duties and Responsibilities:
• Team Leader
• Recruit and hire salespeople to work within the sales department.
• Complete training for all new hires and continual training for entire sales staff
• Discipline and provide coaching to salespeople as necessary.
• Engage in one-on-one reviews with salespeople to maximize performance.
• Strategize new training methods to be implemented.
• Collect and interpret data to determine the effectiveness of training techniques.
• Meets with customers in a sales environment to drive product sales and knowledge.
• Follows up with any clients to make sure that they are satisfied with the product.
• Meet with the client for a report back and go over sales focus. Front End and Back End Web Developer Intern- 01/11/2015 To 31/10/2016 Reason for Leaving: Contract Ended
South African Agency for Science and Technology Advancement (SAASTA), Pretoria 0001 Based at Client Site: North West University Mahikeng Campus Duties and Responsibilities:
• Write maintainable, scalable, responsive, and cross-browser code.
• Translate designs to front-end code and determine developer requirements and specifications.
• Promote and communicate new ideas, process improvements, and new technologies to team members and leadership.
• Use a variety of programming languages in order to create user-friendly web pages.
• Maintain and improve company website.
• Build high-quality mock-ups and design different prototypes.
• Provide high-quality graphics and visual elements, Optimize our web applications for maximum.
• speed, Design mobile-based features and compilation of support documentation
• Get feedback from the supervisor and make recommendations for better solutions resolution.
• Keep abreast of latest and emerging technologies and attend training and educations. Page 5 of 6
Performance Management and Development Services IT Support Intern - 01/06/2014 To 31/05/2015 Reason for Leaving: Contract Ended
North West Department of Education and Sport Development, Mmabatho, Mahikeng 2735 Duties and Responsibilities:
• Facilitate performance agreements assessments.
• Capture and verify performance agreements on PERSAL.
• Provide secretarial and logistical support for Performance Management and Development
• Services Committee meetings.
• Provide procurement and administration support to the unit.
• Creating excel spreadsheet databases in tables, Pivot-tables, and formulating final reports.
• Organizing and Facilitate PMDS moderation meetings.
• Installing and configuring computer hardware, systems, printers, and scanners
• Responding in a timely manner to service issues and requests
• Report faulty equipment as necessary and liaise with IT support department Education
Bachelor of Science: Computer Systems - 2013
Heriot Watt University, CTI Potchefstroom Campus
Modules
• Software Engineering • Artificial Intelligence and Intelligent Agents
• Interactive Computer Graphics • Knowledge Management
• Operating Systems and Concurrency • Professional Development
• Operations Management
Higher National Diploma: Information Technology - 2012 CTI Potchefstroom Campus
Modules
• Network Concepts • Database Design Concepts
• Information Systems • Internet Server Management
• Fundamentals of Computer Science • System Analysis and Design
• Visual Programming Fundamentals • Object-Oriented Programming
• Mathematics of Computer Science • Data Structures and Algorithm
• Human-Computer Interaction • Data Analysis and Design
• Visual Programming • Project Management
• Personal Skills Development • Networking Technologies Potchefstroom High School For Boys - 2009
Grade 12
Subjects:
English
Afrikaans
Mathematics
Life Orientation
Civil Technology
Computer Applications Technology
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Skill Highlights
• Project management (Agile and Devops)
• Raci Matric
• Process Modeling
• UML Interaction Diagrams
• Class Diagrams
• Creating Entity Relationship Diagrams /
Use Case Diagrams
• Microsoft Visual Studio,
• Microsoft SQL Server
• Mine Technical System Support
• Syncromine
• Active Directory
• Azure
• SAP
• Cloud Solution Implementation
• Scrum Framework
• ITSM Systems
• Microsoft Word, Excel, PowerPoint,
Access
• Microsoft Visio (Process Design)
• Microsoft Project
• Microsoft SharePoint
• Jira (Atlassian)
• ZOHO (CRM)
• Solarwinds (Network Monitoring)
• Remote Support Tools
• Microsoft 365 admin
• Power BI
References
Name and Surname: Keneilwe Botlhoko
Relationship: Colleague at Old Mutual
Contact details: 066-***-****
Email: ********.********@*********.***
Name and Surname: Elizabeth Bezuidenhout
Relationship: Service Team Lead AU at Sibanye Stillwater Mine
Contact details 072*******
Email: *********.************@*****************.***
Name and Surname: Tshidi Mokgwabone
Relationship: Supervisor Human Resources at Sibanye Stillwater Mine
Contact details 073-***-****
Email: ******.**********@*****************.***
Name and Surname: Khuselwa Mtetwa
Relationship: CEO at ACLM SOLUTIONS
Contact details: 082-***-****
Email: *******@****.**.**
Name and Surname: Bonke Conjwa
Relationship: Operations Manager at ACLM SOLUTIONS
Contact details: 081******* / 082*******
Email: *******@****.**.**
Name and Surname: Professor Thebe Medupe
Relationship: Supervisor at SAASTA SAAO and NWU
Contact details: 062*******
Email: *****@****.**.**
Contact this candidate