Gundo Mulelu

Experience

• 

  Neo Africa

  Aug 2014 - Aug 2016

  IT Network Support and Administration

  Network AdministrationMyClocker App AdministrationIT SupportNetwork Support

• 

  PwC South Africa

  Aug 2016 - now

  Analyse and synthesize data in order to present clear findings that inform decisions. Partner with Product Managers and clients to identify, document and evaluate product requirements and roadmaps.Work with Product Managers to collect and understand quantitative product data and metrics to understand product performance.Provide product support when needed, and generate hypothesis on possible product problems. Create, maintain and update product information, and act as an expert internally and externally.Understand users and can identify who they are and what their needs are based on evidence.Manages and executes formalised Product testing as part of the delivery cycle. Designs, writes and iterates code from prototype to production-ready in the Low Code / No Code space.Is able to communicate effectively across organisational, technical and political boundaries, understanding the context. Show less Analyse and synthesize data in order to present clear findings that inform decisions. Partner with Product Managers and clients to identify, document and evaluate product requirements and roadmaps.Work with Product Managers to collect and understand quantitative product data and metrics to understand product performance.Provide product support when needed, and generate hypothesis on possible product problems. Create, maintain and update product information, and act as an expert internally and externally.Understand users and can identify who they are and what their needs are based on evidence.Manages and executes formalised Product testing as part of the delivery cycle. Designs, writes and iterates code from prototype to production-ready in the Low Code / No Code space.Is able to communicate effectively across organisational, technical and political boundaries, understanding the context. Show less Proving support & system administration by performing the following tasks:Manage the delivery of the following tasks:Application knowledge management:- Knowledge transfer to the service desk incl. appropriate training- Creation of end user support collateral (FAQ, known issues etc) in the necessary repository- Escalation of communicable items to the communications functional areaApplication administration:- Basic application monitoring – example health check on BI models- Basic application configuration – example survey development- Basic application maintenance2nd Tier application support:- Support on escalated application support incidents- Escalated access control list management – this group should understand who should get access and what roles they are allowed to which systemsApplication reporting – example usage statistics, applications KPIs, administrative reports for clients, access control list reports to business owners)Application testing – system testing (These staff cannot be used for BA work)Escalation to BRM team of application errors requiring fixingEscalation to BRM team of possible application improvementsInteraction with the Service Desk and Project teams, as well as stakeholders in the Business Relationship Manager space. Show less Service Desk Analyst 3Supporting PwC South Market Areas by performing the following tasks:-Ensure Service Desk Phone and Messaging system is attended to in a timely manner-Logging Incidents/Requests via our ITSM application providing accurate resolution as required-Resolve 1st line support issues in accordance with SLA's-Resolve 1st and 2nd Line support issues in accordance with SLA's-Acting as a point of escalation for support queries from more junior Service Desk Analysts which are beyond their technical capability-Identify and take part in initiatives to improve the quality and effectiveness of the Service Desk-Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT --Services, and help develop the knowledge and skills of others in the IT Services team-Ensure the Service Desk delivers a professional and consistent level of service that provides resolutions within agreed deadlines-Identify problem trends to management and possible actions to assist with process improvement-Promote an environment where the business receives outstanding client service-Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT-Assist with implementation of policies and procedures-Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents-Undertake service analysis, proactive service monitoring or project activities as assigned-Identify repeat incidents and contribute to provision of comprehensive Known Error Records and -------Solutions articles as support tools for other Service Desk staff-Work collaboratively with other Service Desks and support teams-Assist with Service Desk documentation review and revision-Available as per the after hours support schedule-Guide junior team members in best practices from experience Show less Service Desk Analyst 2Supporting PwC South Market Areas by performing the following tasks:-Ensure Service Desk Phone and Messaging system is attended to in a timely manner-Logging Incidents/Requests via our ITSM application providing accurate resolution as required-Resolve 1st line support issues in accordance with SLA's-Resolve 1st and 2nd Line support issues in accordance with SLA's-Acting as a point of escalation for support queries from more junior Service Desk Analysts which are beyond their technical capability-Identify and take part in initiatives to improve the quality and effectiveness of the Service Desk-Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT --Services, and help develop the knowledge and skills of others in the IT Services team-Ensure the Service Desk delivers a professional and consistent level of service that provides resolutions within agreed deadlines-Identify problem trends to management and possible actions to assist with process improvement-Promote an environment where the business receives outstanding client service-Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT-Assist with implementation of policies and procedures-Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents-Undertake service analysis, proactive service monitoring or project activities as assigned-Identify repeat incidents and contribute to provision of comprehensive Known Error Records and -------Solutions articles as support tools for other Service Desk staff-Work collaboratively with other Service Desks and support teams-Assist with Service Desk documentation review and revision Show less

  • Senior Associate Product Analyst

    Jul 2022 - now

  • Product Analyst

    Aug 2021 - Jun 2022

  • Application Support Analyst for Assurance, PCS, R&Q, xLoS & Exec

    Aug 2018 - Sept 2021

  • Service Desk Analyst 3

    Jul 2017 - Jul 2018

  • Service Desk Analyst 2

    Aug 2016 - Jul 2017