Thulisile Khuzwayo

Ensures the administration of client complaints being managed by the service delivery team. Supports the management with all updates for contracted accounts within the team's portfolio and facilitate and ensure the timely implementation of standard changes within client accounts. Ensures the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.

Broadband Provisioning Administrator at Dimension Data (IS) (2024-06 – Present)

• Ensures the administration of client complaints being managed by the service delivery team.
• Supports the management with all updates for contracted accounts within the team's portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
• Ensures the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
• Supports the service delivery team by obtaining the right information to satisfy client requirements.
• Coordinates meetings with clients, vendors, and other internal/external stakeholders.
• Collates management information needed to update and produce client service reports and internal reports.
• Assists with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
• Maintains the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
• Publishes updates of operations and/or procedure manuals to stakeholders using release management communication channels.
• Assists with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
• Engages with service delivery groups to ensure seamless delivery of procedures.
• Adheres to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
• Identifies and implements process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly.

Associate Support Engineering at Dimension Data (IS) (2023-06 – 2024-06)

• Fixed LTE and Wi-Fi E Support
• Assisting clients with router (ZTE and TP-link) setup and troubleshooting.
• Escalate with service provides (MNO's)
• WiFi-E (Always On) all Nedbank sites.
• Support the client branches with Wi-Fi connection.
• Create new accounts and passwords.
• Troubleshoot via Winbox to Mitrotik router

Support Technician at Dimension Data (Alexanderforbes) (2016-09 – 2023-06)

• reload, install software and configure
• Attend calls log on ITCM \ Remedy and update the user
• Internet and network connection
• 3G and VPN connection
• Router setup
• Printer and Right fax installation
• Encrypt and update McAfee
• Back up data
• Cisco Phone configure
• Reset password and unlock account on AD
• Register asset on the CMBD(SharePoint)
• Application and Databases Support

Desktop Support Technician at Standardbank South Africa (head office) (2015-09 – 2016-09)

Contract position.

Junior engineer at Advancenet (2012-06 – 2013-03)

Contract position.

call centre consultant at Stock market college (2006-10 – 2009-06)

• Helpdesk

Certificate in ITIL Foundation Certificate in IT Service Management – People Cert (2025)

Certificate in Ruckus Smart Zone Administrator – Ruckus CommScope (2023)

Certificate in RWF-100 RUCKUS Wireless Fundamentals Exam – Ruckus CommScope

Diploma in Information Technology Management – Allison (2020)

Certificate in Office 365 User Support – Lgit smart solutions (2015)

Learnership in National Certificate Technical Support – Bytes People Solutions, Midrand (2012-03-19 – 2013-03-15)

Certificate in Call Centre Certificate – Cornerstone Training College (2010)

Diploma in Information Technology – Havetech College (2008)

Qualification in Electrical Engineering – Tshwane South College (2005)

Matric – Kgomotso comprehensive high school (2003)