Danielle Subramoney

IT service desk specialist with 4+ years across first and second line support. Most recently held a 100% customer satisfaction score and an 86.7% one-touch resolution rate at Vumacam, a national video security network, and was regularly the team's top performer by solved ticket volume. Holds a 2024 Diploma in Information Technology and the full CCNA Routing and Switching track (Introduction, Essentials, Scaling, and Connecting Networks).

Strong on hardware, software, and networking troubleshooting, incident management to service level agreement (SLA) targets, and cross-functional escalation. Available immediately for service desk, network operations centre (NOC), or junior systems administration roles.

First Line Service Desk Agent - Vumacam - South Africa

(2024-01 - 2026-12)

National video security network operating across South Africa. Daily Zendesk service desk operations.

• Resolved 263 tickets in a recent reporting period at a 100% customer satisfaction score and 86.7% one-touch resolution rate, regularly ranking as the team's top performer.
• Diagnosed and resolved technical issues across hardware, software, and networking, with average full resolution time of 6.3 hours.
• Managed client onboarding, access provisioning, and configuration of camera views and analytics rules.
• Analysed video footage and generated detailed reports on inaccurate alerts, identifying root causes and improving system accuracy over time.
• Collaborated with cross-functional teams on incident escalation and contributed to after-hours support rotations.

First Line Service Desk Analyst - Pink Elephant

(2023-01 - 2024-12)

Outsourced service desk for enterprise IT support.

• Supported new agent onboarding and provided second line support for radio-frequency identification (RFID) technology.
• Logged and resolved incidents in line with service level agreement (SLA) targets, maintaining clear communication and accurate escalation paths.
• Maintained detailed incident records and worked closely with vendors and internal teams to close out tickets.

IT Technician - Madbot

(2022-01 - 2023-12)

IT services and hardware support.

• Troubleshot and repaired peripheral devices to minimise downtime and keep users productive.
• Conducted hardware and software assessments to improve system responsiveness.
• Replaced faulty components and implemented performance upgrades on user systems.

Sales Consultant - iStore

(2021-01 - 2022-12)

Apple premium reseller, retail floor.

• Delivered consultative sales solutions, contributing to a 20% increase in overall store sales.
• Conducted 50+ on-site Apple product demonstrations, lifting conversion rates by 25%.
• Maintained expert-level product knowledge across the Apple ecosystem to deliver tailored customer service.

IT Technician - Bosch Holdings

(2019-01 - 2020-12)

Engineering consultancy, in-house IT support.

• Configured and deployed workstations, cutting setup time by an estimated 50%.
• Strengthened cyber security posture through proactive patching and version control, reducing security incidents by 75%.
• Delivered consistent customer support, lifting user satisfaction scores by 85%.

Diploma - Information Technology - University of South Africa (UNISA) (2024)

National Senior Certificate - Matric - Arena Park Secondary School (2014)