Elinah Kwinda

Experience

• 

  Department of Health South Africa

  Sept 2008 - Aug 2009

  Data Capturer
• 

  City of Polokwane

  Jun 2016 - May 2017

  IT Intern
• 

  ASTEC

  May 2018 - Mar 2020

  Junior IT Technician
• 

  EOH

  Mar 2020 - May 2020

  Service Desk Agent
• 

  Bongani Rainmaker Logistics

  Nov 2020 - Apr 2021

  Information Technology Technician
• 

  NKUSI-IT Specialized Services

  Jul 2021 - Oct 2021

  Business Analyst/Functional Consultant Trainee
• 

  Mint Group

  Nov 2021 - now

  • Assist with Customer Onboarding, and Customer Service Management Relationships.• Assist with Delivery of the Mint MSP Business Strategy aligned Solution Offerings Portfolio.• Assist with Managing Customer interaction, Communication and Reporting.• Manage the ITSM Service Desk and the Managed Services and Support Processes and Procedures, provide “Stand-In” backup for the Service Delivery Manager.• Assist with Managing governance and compliance across MSP team functions, roles, Processes and Procedures and maintains process alignment.• Provide Cost Input and indications in relation to the Solutions Offerings Portfolio and other Service Requests.• Assist with Managing Incident, Change and Problem Management procedures.• Assist with Ensuring that Anti-Malware, Updates, Data protection and recovery services for all Customer accounts are managed according to the MSP process and Procedures.• Assist with ensuring asset management and asset management reporting is in place and is consistently maintained.• Utilize ITIL 4, Microsoft and Industry best practices to ensure MintMSP and all Managed Customers comply with defined MintMSP baseline for Security and Compliance alignment.• Purchase order and Requisition Management.• Back-to-Back SLA agreements / Warrantees.• Assist with Maintaining oversight of effective management & maintenance of all Managed Cloud and dependent ICT infrastructure through MSP Administration and Maintenance processes.• Assist with maintaining oversight of all Service Desk and IT service Management Incidents and Services Requests in line with agreed Service Level Agreements.• Assist with Managing Status, Incident and Monthly Service Delivery Reporting Processes and Procedures as agreed per SLA / per Customer.• Assist with maintaining quality oversight of Level 1 to Level 3 Support analysts and professionals in aid of Mint and Customer Managed Services requirements. Show less

  • Service Delivery Assistant

    Nov 2021 - now

  • Technical Service Desk Consultant

    Nov 2021 - May 2022