Nokwanda Nkuna

First Line Support

Talent

JohannesburgMember since October 13, 2026

ProjectITILLANWANSQL ServerMySQLIT Support Responsibilities: First line supportIT Support Responsibilities: Answer inbound callsDatabase Administrator Responsibilities: Design Databases

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ProjectITILLANWANSQL Server

About

Installing, configuring, and maintaining systems Escalate problems to senior customer engineers if necessary Identify the types, categories, severity, and urgency of the ticket Control and follow up customer tickets in order to comply with customer's Service Level Agreement (SLA)

Experience

First Line Support - Metrowired (PTY) LTD

(2020-10)

Installing, configuring, and maintaining systems
Escalate problems to senior customer engineers if necessary
Identify the types, categories, severity, and urgency of the ticket Control and follow up customer tickets in order to comply with customer's Service Level Agreement (SLA)
Contact users to get clarity on problems and troubleshoot provide telephonic support to users if possible or in-person
Manage software licenses on a company-wide basis
Documenting reports and statistics for Line Manager
Providing first level by managing, monitoring, and assigning incidents or service request to the relevant assignee using a ticketing system
Resolving customer issues
Customer satisfaction survey
Working closely with other service providers or departments
Management of Computer resources using centralized tool
Follow appropriate escalation procedures
Identify strengths & weakness in the service desk
Assist colleagues with problem resolution
First contact resolution time

Business Analyst and Software testing Contractor - Gauteng Department of e-Government

(2017-08 - 2019-07)

Identify models and gather business/system requirements and business domain details.
System training and user acceptance
Proactively raise questions and seek resolution of outstanding clarifications required for testing.
Change management and training of system users on new systems
Understanding and document business functional system requirements
Documents test results and bugs/defects.
Experience in SDLC, STLC and Bug Life Cycle.
Working with development team to understand the requirement for planning, design, implementation, execution and exit report
Sign-off functional requirements specification
Working collaboratively with internal technical and project teams
Validate requirements and analyze models.
Participate in requirements sessions, help scope the project, and write use cases.
Update business/ client requirement specification based on client feedback
Engage in communication between stakeholders and clients.
Breaking down technical and architectural complexities
Draw up business processes, identify business risks, Analyze business structures and Identify business rules requirements. Test requirements
Making use Data Flow Diagrams (DFD), ERD and UML.
Write system/technical specifications, draft user manuals and system design document.

Business Analyst, IT Support and Database Administrator(SQL Server and MySQL) Contractor - United Nations Office on Drugs and Crime (UNODC)

(2014-10 - 2015-04)

Business Analyst Responsibilities: Create a project plan
Business Analyst Responsibilities: Validate requirements and analyze models
Business Analyst Responsibilities: Engage in communication between stakeholders and clients
Business Analyst Responsibilities: Making use of Data Flows Diagram, ERD and UML
Business Analyst Responsibilities: Compile system/technical specifications
Business Analyst Responsibilities: Validate requirements and analyze models.
Business Analyst Responsibilities: Participate in requirements sessions, help scope the project, and write use cases.
Business Analyst Responsibilities: Draft user manuals and system design document
Business Analyst Responsibilities: Identify all the system and user requirements.
Business Analyst Responsibilities: Identify all the functional requirements.
IT Support Responsibilities: Installing and configuring computer hardware, software, systems, networks, printers and scanners
IT Support Responsibilities: Monitoring and maintaining computer systems and networks
IT Support Responsibilities: Responding in a timely manner to service issues and requests
IT Support Responsibilities: Providing technical support across the company (this may be in person or over the phone)
IT Support Responsibilities: Setting up accounts for new users
IT Support Responsibilities: Repairing and replacing equipment as necessary
IT Support Responsibilities: Diagnosis of desktop, application, networking and infrastructure Issues.
Database Administrator Responsibilities: Data validations / manipulations (inserts, updates and deletes)
Database Administrator Responsibilities: Export / Import data from the database
Database Administrator Responsibilities: Handle common database procedures, such as upgrade, backup, recovery, migration etc.
Database Administrator Responsibilities: Ensure performance, security, and availability of databases
Database Administrator Responsibilities: Collaborate with other team members and stakeholders
Database Administrator Responsibilities: Manage SQL Server databases
Database Administrator Responsibilities: Perform scheduled maintenance and support release deployment activities after hours
Database Administrator Responsibilities: Configure and maintain database servers and processes