Nomzamo Matoto

Experience

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  Gauteng Department of e-Government

  -

  Problem Manager
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  Gauteng Shared Services Centre

  Feb 2005 - Oct 2007

  • Provided first level support on all ICT queries for all 11 departments of the Gauteng Province.• Worked with the following Governmental Systems, BAS, PERSAL,SAP, HEAT and License Booking System• I have an extensive knowledge of Desktop Application such as Email, MS Office, Windows XP (Pro) and the Internet Explorer Settings.• Logging of calls for government employees and escalating to the relevant Department if problem couldn’t be resolved over the phone.• First Call resolution • Problem solving• MS Outlook Configuration• Troubleshooting• Relationship building skills • Time management and prioritization • Windows xp/ 2000 / 2003 Windows 2000 professional • Liaise with technicians on behalf of customers regarding outstanding queries. Show less

  • IT Helpdesk

    Jul 2006 - Oct 2007

  • Call Centre Agent

    Feb 2005 - Jun 2006
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  GDF

  Nov 2007 - Sept 2011

  IT Incident Administrator

  • Incident/Problem Detection, Recording and Alerting • Incident Classification - Determining their priority, impact and category • Investigation and Diagnosis • Resolution and Recovery • Incident Tracking and Customer/User Communication • Incident Ownership, Monitoring, and Closure• Logging technical calls with 3rd Party • Draw reports on Unicentre Service Desk and SAP CRM• Coaching new and existing team members • Working closely with Service Level Managers to ensure SLA's and OLA's are adhere to Show less

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  Gauteng Department of Finance

  Sept 2011 - Apr 2016

  Incident Manager

  Driving the effectiveness and efficiency of the Incident Management process.Controlling the work of the support groups.Monitoring the effectiveness of incident management and making recommendations for improvement.Developing and maintaining the Incident Management System.Producing management information.Managing the workload of incident support staff (first-and-second-line)