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Bokang's CV

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Bokang's CV

  1. 1. Curriculum vitae Employment history Datacentrix at client site Engen petroleum Service Desk Administrator currently 1 September 2014  3rd Party Incident Management  Quote and PO Processes  Printer repairs/Maintenance; PC Maintenance  Identifying 3rd party Call Coordinators  Call logging and Escalation Process  Assist with the Service desk calls/Queries - escalation  Reporting: Service Desk Daily SLA, Service Desk Weekly SLA, Daily Updates, Sync Reports to the Vendors. Monthly Report for Vendors, Service Desk SLA  Updated the calls on daily basis, deal with All escalation about Third Parties, do Reports 2 times a week for updates from the external Vendors, Ensure/Verify the service desk logs the calls correctly or escalates them correctly. Draw monthly reports for all calls – analyze and do the trending how calls were handled. Datacentrix at client site Engen petroleum Service desk engineer since 2012 – 2014 August  First line & Second line call resolution (First time call resolution)  logging calls in remedy aligning with the ITIL process, incoming calls telephonically, calls logged from the Remedy mailbox  Troubleshooting via shadowing using Metaframe console and Configuration manager  Support MS Office 2010  Mobile device setup for exchange and managing them  Creating new users Profiles on ARS  Profiles migration to the Latest OU  Exchange mailbox move to the Correct OU  Report on daily calls for the service desk Applications expose too: Windows XP Windows 7, Metaframe environment using terminals, SAP Client 400, 700 and CRM for customer services (Unlocking account, Signature…………………………………………….. Personal Details Contact details First Name Bokang Cell Number: 078 592 4475 083 478 6594 Email : Second Name Violet Last Name Thakudi Date of Birth 22 April 1986 Language Proficiency: English Speak, Read and write Address: Flat 6 lubabania Hof Crn vlei and vrede street Bellville 7530 Sotho Speak, Read and Write Tswana Speak Xhosa Speak, read and write Zulu Speak
  2. 2. changing password and printer setup), Active Directory (managing user profiles), Manage in-house web Windows7 Profile conversion(currently):  Remove Old AD Groups  Add New AD Groups  Remove Profile Path  Remove Login Script  Change H-drive Path  Move User to Correct OU  SCCM 2012– for software Updates and Device registration CPUT Computer laboratory assistant(from July 2008 – August 2009) Job Responsibilities:  Assisting Students with logging on to the PC,  show them how to utilize the internet, Microsoft office, and Novell  Assist on logging on to the E-learning.  Assist with some IT related programming eg COBOL  Make sure that all workstations are working properly before and after I leave the LAB BCX (Based at a Client Site : Engen Petroleum Limited) First line support (1year 7months) as a User Support Analyst (2009 September – 2011April) Job Responsibilities:  First line & Second line call resolution (First time call resolution)  logging calls in remedy aligning with the ITIL process  Troubleshooting via shadowing using Metaframe console and Configuration manager  Support MS Office 2003/2007/2010  Applications expose too: Windows XP, Metaframe environment using terminals, SAP (Unlocking account, changing password and printer setup), Active Directory (managing user profiles), Manage in-house web applications “How to”. BCX(Based at a Client Site : Engen Petroleum Limited) helpdesk Administrator (As a standing in 4 Months 2010 May to September 2010) Job Responsibilities:  Change standby schedule.  Monitor printer errors for any problem escalate to desktop resolve.  Printers, PC and laptops asset tracking in Remedy  Monitor all the 3rd party calls according to SLA – update follow up and resolve.  Forward all the quotations for approval and orders.  Create and update master report for Lexmark printer calls logged to BCX.  First of each month I send reports about new users, Send updated installbase changes to BCX and third party calls to Data analyst. Signature……………………………………………..
  3. 3. Paracon - At Sanlam Bellville for Exchange Project Help desk Technician for Outlook 2007/2010 (13 September 2011 to 15 December 2011)  First line & Second line call resolution (Only Outlook2007/2010)  logging calls in Unicenter  Setup/ Configure user profile for first use  Assisting or educating users on the “how to…”  Repairing Error e.g Exchange not set as a default mail client  Migrating Archive folders from Lotus Notes to Outlook  Delegation of Mailboxes and Calendars Educational Information CPUT Student practical’s Responsibilities:  Practically Building WAN/LAN networks on campus using packet tracer and implemented physically for 1 and half year. Practiced Network security using WAP Authentication together with WIFI. Learnt about distributed systems (Workstation and software) and Peer-to-peer Networks. Achieved Institution Matriculated (2004) Mehlomakulu S.S.S National Certificate in Information Technology (2007) CPUT Bellville Campus CCNA (Cisco Certificate (2008/09)) CPUT Bellville Campus National Diploma in IT Networking (2009) CPUT Bellville Campus Microsoft office 2003/2007: Word, PowerPoint, Excel, Access, and Outlook. all level 1 to 3 New Horizons Computer Learning Center Cape Town Metric subjects (Year 2004) Tertiary Subjects year English Communication Networks 2008/9 Sesotho Distributed System 2008/9 Mathematics Essential Electronics 2008/09 Physical Technical Programming 2008 Biology Development Software 2006/07 Business Economics Information System 2006 Technical Programming 2006 & 2008 System software 2006/07 IT Skills (Communication and Entrepreneur) 2006 Skills and abilities Computer literate Microsoft office 2003/07/10, Practical in Router Configuration and setting up a small network, Network password encryption, PC assembly, computer system analyst Communication skills Improved during my User support (period of 5 years) Team work with time management Practically with the Service desk colleagues (period of 5year ) Router /switch/Server Configuration and Set up(s) Designing networks using Packet Signature……………………………………………..
  4. 4. Tracer Software. Scripting and fiddling with them Signature…………………………………………….. Reference High School Tertiary institution Work (CPUT Bellville) 8 months Internship and 1 year and 7 months contractor (Business Connexion) BCX Contractor Mrs. CN Mei (Class teacher). Cell : 0737628549 Mr. NM Ngindana (Lecturer). Tell: 021 9596025 Fax: 021 959 6615 Position: Computer Laboratory Assistance. Mrs. P Sefalane- Nkohla (Supervisor) Tell: 021 959 6724 Position: Operations Analyst (First Line). Navame Naidoo(Mentor/Manager) Cell: 082 895 7541 Position: Helpdesk Administrator. Estelle Downing (Manager) Cell: 0764301513. Paracon contract Datacentrix Position: Exchange/outlook Helpdesk Agent Russell Losper (Manager) Tell: 021 947 3109 Position: Service desk engineer. Service desk Administrator Devon Theart (Manager) Tell: 021 403 4828