Thulisiwe L. Mpanza

Dedicated Service Desk Agent with 7+ years' experience in first-line technical support, user assistance, and ticket management (Freshdesk). Skilled in troubleshooting across Active Directory, Microsoft 365, D365 Finance, Sage, networking, and security systems. Proven ability to resolve incidents efficiently, manage user accounts, and deliver excellent customer service.

Service Desk Agent - Advtech Group

(2019-10)

• Manage, categorize, and resolve tickets through Freshdesk in line with SLA and priority levels.
• Troubleshoot issues related to Windows, M365, D365 Finance, Sage, networking, and basic security configurations.
• Perform user account management in Active Directory including password resets, access requests, onboarding, and offboarding.

Volunteer Marketing Assistant

(2021-01 - 2021-12)

• Built and managed WordPress website and blog
• Increased social media engagement by 60%
• Managed Google Ads campaigns and tracked performance
• Designed marketing materials using Canva & Adobe Illustrator

Higher Certificate - IT in Support Services

Certificate - IT Service Desk: Service Management

Certificate - ITIL4 Foundation Concepts

Certificate - Basic Project Management

Grade 12 (Matric) - Mbopha High School