The document is a resume for Zodwa Maseko. It includes her contact information, objectives, work experience history from 2015 to present as a Software Support and Test Analyst for Nashua Mobile and from 2012 to 2014 also as a Software Support and Test Analyst for Nashua Mobile. It also lists her education including a Diploma in Information Technology from UNISA from 2013 to present and a Diploma in Assistant Accounting from Boston Business College in 1999.

1. 1 Zodwa Maseko 0832927626
 Zodwa Maseko
28 Chobe Heights Allen’s Nek
Phone: 0832927626
E-mail: zodwa.79@gmail.com
Date of birth: 1979-01-26
Objectives
I have developed and maintained relationships with key business stakeholders to
understand the scope of system change requests, and address their technical and business
development needs. In addition to my technical skills, Ipossess excellent written and verbal
communication skills, and I recognize the importance of these when it comes to
communicating with other team members, management and clients. My time management
and task prioritization skills are excellent, and I enjoy working with an enthusiastic team
who are keen to exceed company expectations.
Experience
Software Support and Test Analyst (Nashua Mobile)
December 2015 – Present
 Provide software support on all Signio related software packages external and internal
 Communication via email and ensure that resolved incident logs are updated and closed
 Creating and maintaining users of the system
 Setup security polices for users
 Investigate and diagnose system related errors and queries
 Provide first line user support on software systems
 Escalation of technical issues for the development team
 Running of SQL scripts
 UAT testing
 General office administration
Software Support and Test Analyst (Nashua Mobile)
July 2012 – Nov 2014
 Provide High Level software support on all Nashua Mobile related software packages
external and internal
 Verify the success of suggested solutions telephonically or via email and ensure that
resolved incident logs are updated and closed.
 Resetting user passwords and expiring user profiles within required turnaround time
after request to ensure terminated employees are not active on the system to minimize
the risk
 Work in close relationship with the software developers in solving problems and new
development implementations
 Coordinate and manage any support project required for either a customer or Nashua
Mobile Branches
 Be able to report and document any Bugs and/or Bug fixes experienced on
software/hardware products

2. 2 Zodwa Maseko 0832927626
 Identified test cases, executed assigned test cases
 Recorded results of test execution and logged defects in the defect management system.
 Produced and reviewed estimates during planning-
 Reported and documented test results within project deadlines
 Interfaced between the validation and development teams ensuring effective
communication.
 Helped developers design more testable code through verification activities.
Mapped tests to requirements ensuring full traceability
 Provide software on all products if required to do so, creating change request received
via the helpdesk application.
 Running Billing and Data Usage Reports and sending them to the relevant users as per
set deadlines to ensure best customer service
 Construct and run non-existing and customized SQL queries/reports and validating
them before sending them to the relevant users as per set deadlines to ensure best
customer service
 Team to improve the day to day running of Business and turnaround time
Reason for Leaving: Company closed down
Network Agent ( Nashua Mobile)
May 2009 – June2012
 Verify the success of suggested solutions telephonically or via email and ensure that
resolved incident logs are updated and closed.
 Answering income calls from the branch enquire about MTN, Vodacom and CellC
regarding they contracts
 Responsible for resolving client calls (within expertise and defined parameters
 Logging and resolving faults generated by node2node, escalating to IT for further
assistance
 Escalating to the Networks (MTN, CELLC and Vodacom), and making Follow – ups with
networks
 Ensuring that all Migrations are completed before month end. Attending network error
report daily, Activating new lines/sim swops on the network and actions Vas/monitors
e.g. BIS/bundles/ and Clip/Clir
 Assisting with UAT testing, testing new services loaded on Cactus checking if node2node
sends errors to the network
 Handle the tasks of identifying defects and perform root cause analyzing data quality
issues
 Liaising with developers to check if services is ready for a release working closely with
development team leads on large development projects, ensuring the highest quality
outcomes.
 Retested and reevaluated after the developers debugged the application
 Complete testing documentation
 Signing off on the release
Reason for Leaving: Career growth
Customer Service Consultant ( Nashua Mobile)

3. 3 Zodwa Maseko 0832927626
August 2007 - April 2009
 Quality Assurance by monitoring calls to assure that service offered to client
Is according to Nashua Mobile business standards.
 Perform intermediate to advance troubleshooting on customer queries
 Answering income calls enquire about MTN, Vodacom and CellC regarding they
contracts, account payment, invoices and lock lines, network failures.
 Loading of value added services on clients account, blacklisting handsets.
 Loading of migration on system assisting with GPRS and MMS settings liaising with
courier companies regarding deliveries and collection.
 Solving techniques to problems using Cactus to modify customers details, correction of
errors on Cactus/Networks
Assisting with
Reason for Leaving: Looking for more challenge and gain more knowledge.
Quality Service Consultant ( Altech Autopage)
Jan 2007 - June 2007
 Calling customers and welcoming them on new contracts and conducting telephonic
surveys on service received in stores
 Resolve customer queries, escalations and ensuring excellent service ensure accuracy of
scoring of the agent performance in line with the company standards and procedures
 Doing general administrative duties.
Reason for Leaving: Contract was not renewed due to retrenchment.
Customer Service Consultant ( MTN)
Jan 2005 – December 2006
 Answering income calls from customers providing help with handset queries setting for
wap, mms and email.
 Resolve queries on prepaid and postpaid loading products and services on Isis and
migrating price plan and unbarring airtime.
 Resetting barring password and blacklisting Handset for customer.
 Resolve customer escalation and complaints
Reason for Leaving: Looking for more challenges
Collection Consultant ( EDCON)
September 2001 – December 2004
 Answering income calls from customers queries about payment.
 Resolve queries on outstanding accounts
 Making arrangement for payment
 Resolve customer escalation and complaints
Reason for Leaving: Looking for more challenges

4. 4 Zodwa Maseko 0832927626
Education
Diploma Information Technology
UNISA 2013 - Present
 Business management 1
 Ethical information and communication
 Introduction to programming
 Intro to interactive program
 Introduction to web design
 Introduction to databases
 Network technical skills n+
 Structured systems analysis
 Introduction to financial accounting
 Business informatics 1
 Workstation technical a+
 Practicing workplace English
Diploma Assistant Accounting
Boston Business College 1999
Certificate in Travel and Tourism
Boston City College 1998
Senior Certificate in Matric
Dawnview High School 1997
REFERENCES – Available on request.