Luthando Majola

Site Technician and Site Lead with experience in on-site IT support, Windows 10/11, Active Directory, Microsoft 365, and incident management. Coordinate daily site support, troubleshoot hardware, software, connectivity, and authentication issues, and collaborate with senior IT teams. Bring additional experience in insurance claims, SME support, customer service, and financial administration.

Site Technician & Site Lead - Huntswood Results CX

(2024-05)

• Provide on-site support for hardware, software, Windows 10/11 workstations, and end-user issues.
• Coordinate daily site IT support and prioritise incidents according to operational impact.
• Manage user accounts, access permissions, and device administration through Active Directory.
• Support Outlook, Teams, SharePoint, and OneDrive, resolving application and access issues.
• Troubleshoot network connectivity, workstation performance, and business application faults.
• Manage incidents and service requests in Jira Service Management using ITIL-aligned processes.
• Support MFA onboarding, FIDO token setup, and authentication troubleshooting.
• Assist with onboarding, offboarding, workstation setup, access management, and software deployment.
• Resolve Citrix access and session issues affecting applications such as Genio and Orbit.
• Configure headsets, Genesys, and Krisp to address silent calls, audio conflicts, and call-quality issues.
• Support workstation relocations and verify device, application, and audio functionality.
• Collaborate with senior IT teams and suppliers, document resolutions, and keep stakeholders updated.

Claims Handler - First Central Account - Huntswood Results CX

(2023-02 - 2024-05)

• Processed motor insurance claims and maintained accurate records throughout the claims lifecycle.
• Guided customers through claim requirements and provided clear progress updates.
• Coordinated vehicle damage assessments and liaised with engineering teams on evaluations.
• Followed up on outstanding information and escalated complex claim enquiries.
• Processed total-loss payments in line with company procedures and applicable requirements.
• Handled sensitive customer conversations professionally and recorded claim and payment updates.

Subject Matter Expert (SME) - Assurant USA Campaign - CCI

(2022-05 - 2023-02)

• Supported home-appliance and mobile insurance claims on the Assurant USA campaign.
• Assisted with mobile insurance enquiries and claims for T-Mobile and Metro customers.
• Guided customers through claim requirements, procedures, and next steps.
• Provided colleagues with guidance on campaign processes, products, and claims procedures.
• Helped agents resolve complex customer enquiries and process-related questions.
• Supported supervisors with operational queries and shared knowledge to improve consistency.
• Maintained accurate customer interaction notes and claim records.

Sales & Customer Service Associate - Sunnyfields Group

(2021-09 - 2022-03)

• Assisted customers with product selection, purchasing enquiries, and issue resolution.
• Supported daily sales activities and provided administrative assistance to the sales team.
• Performed bookkeeping tasks, including financial statement preparation and creditor reporting.
• Maintained accurate financial, sales, and administrative records.
• Assisted with stock control, packaging, and product preparation.
• Worked with colleagues to complete customer requests and support daily operations.

Creditors Clerk & IT Support Assistant (Part-Time) - Tradeport Distribution Company

(2016 - 2022)

• Processed creditor documentation, prepared reports, and supported EFT payments using Excel.
• Reconciled creditor statements and maintained accurate financial records.
• Updated financial spreadsheets and organised supporting payment documentation.
• Assisted with workstation setup and day-to-day hardware and software troubleshooting.
• Worked with the IT team to investigate connectivity issues and escalate complex faults.
• Maintained financial and technical support records; began the part-time role while in high school.

National Senior Certificate (NSC) - Greenbury Secondary School (2019)