Masonge Ngcaba

City of Cape Town, Western Cape, South Africa

+91 xxxx xxxxx

[email protected]

477 followers

Timeline
Apr 2004 - Dec 2014
Helpdesk Agent
Mindspring Computing
Sept 2015 - Sept 2022
Service Desk Manager
Mindspring Computing
Cape Town Area, South Africa
Nov 2021 - Sept 2022
Information Technology Service Desk Manager
CapeNature
Current Company
Sept 2022 - now
Service Desk Manager
Acora - IT & Cybersecurity Managed Services
About me
Service Desk Manager at Acora - Managed IT Services
Education
- Peoplecert
  2021 - 2022
  Itil 4 specialist: create, deliver and support it service management
  Activities and Societies: Understand how to plan and build a service value stream to create, deliver, and support services Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams Know how to create, deliver and support services
- Peoplecert
  2020 - 2020
  Itil foundation certificate in it service management information technology
  Activities and Societies: IT Service Management
- Manageengine
  2019 - 2019
  Manageengine certified pruduct associate manageengine servicedesk plus
- Torque it
  2016 - 2016
  Red hat system administration iii computer/information technology administration and management
  Course in administration of Red Hat Enterprise Linux 7.
- Selborne college
  1996 - 2001
- Damelin
  2004 - 2005
  A+ computer technology/computer systems technology
Experience
- Mindspring computing
  Apr 2004 - Dec 2014
  Helpdesk agent
  Answer client calls to the helpdesk and note the issuesResolve desktop issues (OS related issues)Resolve mail issues (Microsoft Outlook, Thunderbird, Mac Mail)Network related issues (LAN, WiFi, WAN)Printer support (Installation and troubleshooting)Escalate issues to Level 2 technicians or locate a technician who can solve the issue on-siteClient mail user administration
- Mindspring computing
  Sept 2015 - Sept 2022
  Manage service desk technicians' ticket loadAssign tickets to relevant service desk techniciansAssist service desk technicians resolve issuesManage escalationsFollow up on outstanding tickets with the technicians and/or clientManage service desk technicians' timesheets and billingCreated a knowledge base database on ITSM toolEducate service desk technicians on how to troubleshoot issuesClient site documentationCreated and implemented an annual development plan for the Service Desk departmentSigned up Service Desk technicians for relevant courses and followed up on progressRunning a IT Helpdesk Support course and testing for the service desk techniciansSetting up business rules on Service desk ManageEngine Plus ITSM toolSetting up incident life-cycle rules on ManageEngine Servicedesk Plus ITSM toolSet up Service Desk technician key performance metricsSet up reports to monitor key performance metricsWeekly performance appraisals of Service Desk techniciansAuthored and implemented the Standard Operating Procedures (Vision, Mission, Tools, service desk ITSM practices; their scope, SLAs, lifecycles, roles and responsibilities, RACI matrices, CSFs and KPIs;)Service level improvement initiativesCustomer experience improvement initiativesXLA implementation Show less Monitor the internal Linux servers’ network and service statusMonitor client Linux and Windows servers’ network and service statusMonitor client internet and network statusResolve internal and client network and server issues remotely (24/7 standby for internal servers)Linux Server installationsLinux server administrationLinux server maintenanceLinux server disaster recovery from backupWebsite Hosting Administration (Storm Internet, Greengeeks, Axxess, Hetzner web platforms, WHM, BASH script website backups over FTP)Website Administration2nd Level Support (Linux and Windows server user management, Linux and Windows server services troubleshooting, Desktop support, Email troubleshooting, user, LAN and WAN network troubleshooting, Printer troubleshooting)ManageEngine Servicedesk administration and supportPlanning and implementing mail migrations from POP/IMAP/Onsite Exchange to Office 365Planning and implementing migration of data from onsite server to Sharepoint Online Show less
  - Service Desk Manager
    Sept 2018 - Sept 2022
  - Systems Administrator
    Sept 2015 - Sept 2022
- Capenature
  Nov 2021 - Sept 2022
  Information technology service desk manager
- Acora - it & cybersecurity managed services
  Sept 2022 - now
  Service desk manager
Licenses & Certifications
- Itil 4 ® specialist create, deliver and support
  Axelos global best practice
  Apr 2022
  View certificate
- Leading and motivating people with different personalities
  Linkedin
  Sept 2022
  View certificate
- Itil® 4 foundation cpd
  Axelos global best practice
  Sept 2020
  View certificate