Masixole Ndala

Experienced Service Delivery Manager with demonstrated ability to successfully manage services that exceed customer expectations. Skilled in change management, problem solving and staff development.

Network Planning and Optimization Engineer - PPIT - Kriel

(2021-09)

• Monitor network performance
• Configure network devices (Cisco, HP and Huawei)
• Monitoring network engineering performance and ensuring system availability
• Network Security
• Network troubleshooting (LAN-WAN)
• Design and implement functional network
• Implementing disaster recovery procedures
• Define network access rights
• IP Address auditing
• Project Management
• Update data servers and network equipment
• Configure routing and switching equipment

Service Delivery Manager - Datacentrix, Exxaro Kriel - Kriel

(2017-02 - 2021-09)

I manage and oversee several key functions within the IT department that enable the delivery of a high-quality service to end users, and ensure Service Support and Service Delivery processes are in place to meet business needs

• Maintain high performing service support functions including an IT Service Desk, Desktop Support, and VIP Support
• Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to managers and post incident review
• Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact are minimized and agreed
• Maintaining positive relationship with customers
• Identify customer needs and overseeing service delivery within the business context
• Maintaining and supervising vendors delivering IT services to the business
• Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services

Support Engineer - EOH, Sasol Secunda - Sasol Secunda

(2016-07 - 2017-02)

• Install, upgrade, support, and troubleshoot Enterprise Applications running on Microsoft Terminal Services
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Troubleshooting network connectivity in a LAN/WAN environment
• Requesting and coordinating vendor support
• Develop trends by monitoring and analyzing incoming calls, problems and support requests

Onsite Support Engineer - Sandvik - Secunda

(2014-05 - 2016-07)

• Installing software & applications to user standards
• Excellent troubleshooting skills in complex software and hardware problems
• Managing and maintaining network devices, e.g. routers and switches
• Network processing centralized and distributive network connection
• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs, and data recoveries
• Added, maintained, and removed objects within Active Directory
• Utilized problem solving and troubleshooting abilities to resolve any major issues

Field Technician - TSS, Witbank, Andrew Buys - Witbank

(2007-12 - 2008-06)

• Provide service and customer support during field visits or dispatches
• Manage all on-site installation, repair, maintenance, and test tasks
• Diagnose errors or technical problems and determine proper solutions
• Produce timely and detailed service reports
• Follow all company's filed procedures and protocols
• Cooperate with the technical team and share information across the organization
• Comprehend customer requirements and make appropriate recommendations/briefings
• Collaborate closely with technical team to resolve technical issues
• Understand customer requirements and accordingly recommend the right products or services
• Manage all on-site installation, repair, maintenance works within the assigned territory and conduct client demonstration when required
• Understand technical problems effectively through proper analysis, evaluation and diagnoses
• Support the field staff in equipment set-up for trade shows or exhibitions
• Respond to customer complaints timely and effectively to meet sales goals

CCNA - Networking (2024)

NSE Certificate Training - Network - Cambium Networks (2023)

cnMaestro X - Network - Cambium Networks (2023)

WI-FI Access Points Training - Network - Cambium Networks (2023)

Information Management Technology Computer Service Technician (A+) Networking (N) - Computer Service (2006)

Diploma - Customer Services

Diploma - Operational Management Networking Fundamentals

Higher Certificate in Information technology - Information Technology