Nokulunga Mfamela

To Secure a position in IT industry that enables utilization of my skills and qualities to achieve excellence in my chosen technical domain, endeavor to show improved results for the prospective employer and meet new challenges through dedicated perseverance and continual learning. experience in providing support and assistance to users, managing user accounts. Built user’s relationships and trust. Talented in simplifying complex problems, making it easy for non-technical specialists to solve IT issues.

First-line Support

• Log and update user’s calls to the IT service desk System (ITSM Remedy). 
• Follow-up on calls with users and Service Providers. 
• Provide Telephonic and outlook user support. 
• Conduct root cause analysis and troubleshooting across the system to resolve all incidents.
• Provide office-to-office and remote technical support.
• Create users, groups and resetting passwords on Active Directory.
• Creating and increasing mailbox on Microsoft Exchange.
• Provide first line support and escalate calls to second line support before SLA breached.
• Provide monthly report.

Second-line Support.

• Resolve any hardware components issues.
• Setup and connect users to the organisation network and network printer. 
• Setup APN on mobile devices.
• Add hostname and the domain on laptops and desktops computers.
• Image PCs, Setup workstation, upgrading users to windows 11.
• Install software, Applications, drivers from the intranet.
• Assist setting up calendars on outlook and creating personal folders on outlook.
• Assist users on how to access and utilize local intranet and the web. 
• Troubleshoot printer problems. Mapping of network drives.
• Provide software and application support to end users.
• Experience with Microsoft 365
• Install, Support BAS, PERSAL system, Teams and Microsoft office package.
• Ensure all assets are captured with bar code, serial number and hostname.
• Provide error controls and record error solutions on the Logging system.
• Follow up on status and feedback to users, resolve all calls on service desk.

National diploma in Information Technology