Thuto Lenake

I hold a Diploma in Information Technology. I am currently a Software Graduate at the Adapt IT Holdings limited Johannesburg Campus, where I work under Client/Technical support. I have a Higher Certificate in Information Technology (Information Systems) and a certification in CompTIA Network +. I am always ready to use my knowledge and skills to help. I can work well with people and ensure that all interactions are well understood. I am positive and trustworthy, which makes me a good team member as a team always needs positivity and trustworthiness to be able to work at its peak potential. I believe in achieving tasks efficiently as well as in detail.

• second-line support. - Help Desk Support - Work collaboratively with Service Desk and support teams. - Logging Incidents/Requests - Providing support through tickets created by users while working to keep within the service level agreement (SLA). - Attending to queries, monitoring, communicating & sending responses through the internal e-ticketing system. - Performing root cause analysis of customer issues or queries. - Ensuring constant and prompt Customer communication. - Escalating queries to relevant parties ( 3rd line support). - Troubleshooting questions and technical issues. - Validation of the reliability, Usage, and performance of systems. - Identify problem trends to management and possible actions to assist with process improvement

I hold a Diploma in Information Technology. I have a Higher Certificate in Information Technology (Information Systems) and a certification in CompTIA Network +