Nomfundo Mbele

Experience

• 

  Velociti (Pty) Ltd

  Feb 2013 - Feb 2017

  Provide day-to-day technical support for all Hollywood Group/Betsoftware services and third-party products.• Administer, install, configure and troubleshoot the MS operating systems and products installed on thosesystems including Office 365.• Troubleshooting of telecommunications, including DSL lines, analogue phone lines, fibre lines and wirelessbackup mediums, LTE and P2P Wireless broadband connections.• Installation and maintenance of network and standalone printers.• Troubleshoot network connectivity including LAN, WAN and Hardware related faults.• Provide assistance with antivirus products.• Ability to administer user accounts on Active Directory.• Troubleshooting of VPN connections using Fortinet solutions.• Troubleshoot hardware related faults.• Monitoring connectivity alerts and backup alerts.• Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.• Provide basic end user training.• Adhere to clearly defined Escalation Matrices and ITSM RACI.Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolutionService Level Agreements (SLA).• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.• Log all time correctly and accurately in the ticketing system. Show less

  • Technical Support Consultant

    Feb 2013 - Feb 2017

  • Technical Consultant

    Feb 2013 - Feb 2017
• 

  Grindrod

  Feb 2017 - Feb 2023

  - Respond to customer inquiries via phone, email, or chat, and provide prompt and professional support.- Troubleshoot and resolve technical issues related to hardware, software, or network connectivity.- Document customer interactions, issues, and resolutions in a ticketing system or database.- Escalate complex issues to higher-level support teams or specialized experts.- Provide product information, updates, and maintenance notifications to customers.- Collaborate with internal teams, such as development, infrastructure, or quality assurance, to resolve issues or improve processes.- Identify and propose solutions to recurring issues or customer pain points.- Participate in training and professional development to stay current with industry trends, technologies, and best practices.- Meet or exceed service level agreements (SLAs), such as first call resolution (FCR) or response time targets. Show less

  • Service Desk Analyst

    Feb 2017 - Feb 2023

  • Information Technology Service Desk

    Feb 2017 - Jun 2022
• 

  Netsurit

  Apr 2023 - now

  IT Support Technician

  Provide professional, concise communication with team members and customers• Incident management, Problem management, Resolving Service Requests, and applying changeManagement where necessary.Build, install, and configure workstations, servers, networking devices andcloud services• Troubleshooting hardware, OS, and Software related issues on workstations and servers• Troubleshooted firewalls and managed switches and LAN and WAN-related issues.• Install, configure, and troubleshoot 3rd-party applications, such as managed antivirus software.• Microsoft technologies, including but not limited to Office 365, Microsoft 365, and Azure Show less