Siphelele Mhlongo

Experience

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  KZN DEPARTMENT OF EDUCATION

  May 2018 - Jan 2019

  IT Support Technician

  AuditIT Support MS school Agreement Software installationVetting Repairs Administration National Senior Certificate readiness Monthly iterninaryReports DBE training assistance Office 365 training assistance SA SAMS training assistance Mapping a network Data Capturing Software development

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  Department of Education

  Jul 2018 - Feb 2022

  Technical support
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  MR PRICE GROUP TECHNOLOGY

  Jun 2019 - Mar 2023

  Store Projects Facilitator (Technician)

  • Providing telephonic and email 2nd line support and troubleshooting to all computer users at all Stores, Head Offices and the Distribution Centres within the Mr Price Group-Assisting with new IT hardware & software projects being rolled out into our stores-Liaise with external service providers to escalate problems where required-Support our suppliers who use our software• Admin for all the projects involved in. Projects • New Store implementation and Testing• Revamps/Relocations - Testing• Store Fulfilment- Testing• Stores Voice project– HO extensions • Network provider Change• SQL Upgrade• Stores Bandwidth upgrade • PED Upgrade rollout Project• CPU rollout Project• iPad rollout Project• SDWAN Africa Connectivity project Show less

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  BETSoftware

  Mar 2023 - now

  Technical implementation Specialist

  Lead, manage and optimize the technical operations across the relevant areas of control. • To create, test and implement strategies based on customer behaviors, demographics, dialer settings, technology, and data outputs in conjunction with devised strategies. • Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units • Be actively engaged with queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur. • Monitor technical performance against agreed service standards across CRM’s and other technical platforms • Real time and historic analysis of performance on technical systems to help generate awareness which can then be used to create future strategic decisions. • Coordinate with vendors to diagnose and repair call center issues (Onfido, Zendesk etc) • Work as part of a team to apply technology to meet evolving business needs. • Create and update dialing campaigns, queue maintenance, system updates, enhancements & reports. • IVR & DNC maintenance. • Supports the operations management team by optimizing on available technology that fit the operation team’s needs. • Understanding best practice in industry and keep abreast of general trends to present to CCSM and CEM. • Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc. Show less