Thandazani

A highly motivated and skilled IT networks graduate with hands-on experience in IT desktop support, Customer Service support, business service support, and certifications in CCNA, CCNP, Security Plus, and Network Plus. Proven ability to provide exceptional IT support and contribute effectively to the success of organizations. Seeking a challenging position to utilize and enhance my skills in a dynamic IT environment

IT Engineer - PSI IT Services

(2024-04)

• Ensure continuous operation of network, internet, and mail connectivity.
• Maintain end-user logon access and reliability of equipment.
• Ensure availability of LAN, WAN, WIFI, WWAN (3G), and APN for remote access on devices.
• Server management (Admin centre and security admin centre, Active Directory, Domain, Windows server Group policy, SCCM, DNS)
• Configure firewall from scratch
• Provide support for end users to access servers and offer basic troubleshooting assistance.
• Deliver technical support services by analyzing, diagnosing, and resolving software, hardware, network, and in-house application issues.
• Provide first-line support for network printers, non-network printers, and SAP printers.
• CCTV installation and maintenance.
• Manage backups of user data on laptops, iPads, and cellular devices.
• Oversee management of backup tapes and off-site storage areas.
• Assist with basic server configurations related to file sharing, printers, and other resources.
• Install and configure equipment for special projects and training sessions.
• Implement and maintain ICT security measures to safeguard company data and systems.
• Procure repairs, maintenance, and replacements of ICT equipment to minimize downtime.
• Conduct quality assurance testing on new processes and systems.
• Perform research and development testing on new software and hardware.
• Distribute system downtime notifications and provide ICT tips to assist end users.
• Set up, configure, and repair video conferencing facilities and digital signage connectivity.
• Manage and execute ICT-related minor works projects for various business needs.
• Utilize hardware and software tools to streamline business processes and enhance efficiency.

Customer Support & Technical Specialist - Fun and Bold - Remote

(2023-10 - 2024-03)

• Identify customer needs and assist them in using specific product features.
• Follow up with customers to ensure their technical issues are resolved.
• Inform customers about new features and functionalities.
• Analyze and report product malfunctions by testing different scenarios or impersonating users.
• Update internal databases with information about technical issues and discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Gather customer feedback and share it with the Product, Sales, and Marketing teams.
• Assist in training junior Customer Support Representatives.

Qualys Specialist-3 Months Project - Back2Basics Technology Solutions (pty ltd)

(2023-06 - 2023-09)

• Run Vulnerability scanner
• Remove over 15000 security vulnerabilities in two weeks by configuring and optimizing the Qualys Guard vulnerability scanner to identify system security flaw on critical systems.
• Use advanced analytic tools to determine emerging threat patterns and vulnerabilities.
• Configure a vulnerability scanner
• Reviewed and assessed the architecture design, implementation, and deployment needs to identify project requirements and cost
• Analyse the results
• Analysed network security and current infrastructure to assess area in need of improvement and develop solution

IT desktop & Business Service support - Beiersdorf Consumer Products

(2015-07 - 2023-05)

• Install, update, support, and configure computer hardware, operating systems, and applications.
• Monitor and maintain computer systems and networks for optimal performance.
• Troubleshoot system and network problems, diagnosing hardware or software faults, and replace parts as needed.
• Provide assistance to staff or clients through face-to-face interactions or over the phone.
• Support the roll-out of new applications, set up new user accounts and profiles, and address password issues.
• Offer support through procedural documentation and relevant reports for effective problem resolution.
• Follow written instructions to repair faults or set up systems, such as configuring BIOS or addressing SAP login errors.
• Ensure all facilities issues are resolved according to the Service Level Agreement (SLA) on a monthly basis.
• Manage building projects, renovations, or refurbishments, inspecting structures for repairs or development.
• Calculate and compare costs for goods or services to achieve maximum value for money and manage budgets effectively.
• Lead change initiatives to minimize disruption to core activities and ensure compliance with health and safety requirements.
• Supervise all facilities staff (custodians, technicians, groundskeepers, etc.) and external contractors.
• Oversee all help desk activities at the first level support and respond to escalated help desk issues.
• Interact with internal clients at all levels to help resolve related issues and provide timely answers.
• Monitor staff or contractor performance and agree on contracts with service providers.
• Respond appropriately to emergencies or urgent issues as they arise and manage the consequences.
• Use performance management techniques to monitor and demonstrate achievement of agreed service levels and lead on improvements.
• Test and evaluate new technology and conduct electrical safety checks on computer equipment.
• Oversee the administration and maintenance of the Online Helpdesk System

Assistant Health Information Technician - Department of Health

(2013-06 - 2015-06)

• Analyze collected information to verify its accuracy and correctness.
• Access health records and insurance claims to ensure up-to-date information.
• Obtain and manage patient information from healthcare professionals.
• Manage helpdesk queries through a ticket system to ensure timely resolution of issues.
• Provide support for hardware and software setup on mobile clinics.
• Assist with troubleshooting hardware and software issues encountered in mobile clinics.
• Assist Technical Support with any related network issue this includes server and backup using storvault backup solution.
• Ensure smooth operation of healthcare services through effective technical support.
• Conducts training sessions to ensure all hospital staff, nurses, and administrative users understand how to correctly utilize the systems.

IT Support - M'sizi byte Solution

(2011-01 - 2013-04)

These duties are essential for the efficient operation of the IT department and the overall success of the organization.

• Installing and configuring relevant software and hardware
• Conducting day-to-day troubleshooting
• Managing and maintaining LAN & WAN network administration
• Monitoring network and servers for infrastructure support
• Ensuring privacy and security of networks and computer systems
• Performing regular maintenance of assets, including conducting electrical safety checks on computer equipment and ensuring compliance with internal policies
• Administering backups
• Providing hardware and software support, troubleshooting, and repairs for all clients connected to the LAN/WAN
• Performing hardware maintenance
• Monitoring and resolving user issues
• Maintaining documentation and hardware/software registers

Diploma - Information and Communication Technology - Mangosuthu University of Technology (2012)

Diploma - ISO 27001:2022 - Information Security Management System (ISMS), & CyberSecurity - Alison Academy (2025)