2. 2
Curriculum Vitae – Name
Curriculum Vitae – Name
Biographical
Informational
Full Name: Ntombikayise Prudence
Surname: Ralane
Nationality: South African
ID Number: 8306280833081
Telephone Number: 0833129923
E-Mail – Work: Ntombi.ralane@eoh.co.za
E-Mail – Private: kortesmall@gmail.com
Home Address: 138 12 Unongubende street ext.10
Postal Address: 138 12 Unongubende street ext.10
Driver’s License: Code 10
Health: Excellent
Languages: IsiZulu,IsiSwati&English
Profile Profile Ntombi
Skills and Strengths Quick learner, keen to learn and improve skills, Problem solving skills
SECONDARY
ACADEMIC
ACHIEVEMENTS
School: Rondebult Secondary School
Certificate: Matric
Subjects: IsiZulu
English
Afrikaans
Mathematics
Physical Science
Biology
Geography
TERTIARY
ACADEMIC
ACHIEVEMENTS
Institution Qualification Year
QUALIFICATIONS
Computer Engineering
Certificate 2005
Customer Relation
Management Certificate 2008
TRAINING COURSES
Customer Relation
Management
Certificate 2008
3. 3
Curriculum Vitae – Name
EMPLOYMENT
HISTORY
SUMMARY
Company Name Position Period
EOH Managed Services FCR (Remote Engineer) Currently
Bytes Manage Solution Absa service agent Sept 2013-May 2014
Business Connexion (Head office Junior Customer Engineering Oct 2011 – Jan 2013
Business Connexion (Based at client side
STD Bank corporate)
Technology Administrator
Oct 2010 – Feb 2011
Standard Bank Call Coordinator/Project consultant Feb 2009 – Sept 2010
Knowledge Dimension IT Technician/Help desk supporter Apr 2007 – Jan 2009
EMPLOYMENT
HISTORY
“Position 1”
Name of Company: EOH Managed Services
Duration: May 2014-Current
Position Type: IT Support
Job Title: FCR (Remote Engineer)
Reference: Jonathan Abrahams
Reference Contact: +27 (83) 929 1194
Responsibilities:
1st and 2nd line Technical support
Mimecast installation
Troubleshooting skills - office desktop and applications
Troubleshooting of Network Related issues
Ability to provide first time resolution by using available tools
Setup,configure all Outlook and email problems
Allocate calls according to Roles and Responsibility within department
Follow up on priority calls
Resetting window’s password and unlocking of Sasol account
Resetting of on AD
Creating new user's and mail box using the AD (Active Directory)
Outlook Configuration
VPN Set Up
Troubleshoot all Microsoft software problems
Setup and trouble shoot all printers and print servers
Installation of operating system and software
Installation of service packs
Transferring of data from old machine
Installing of mimecast
Installing of CRM
Test systems remotely where possible
Setting user to printer
Giving user administrator rights on machine
EMPLOYMENT
HISTORY
“Position 2”
Name of Company: Bytes Manage Solution
Duration: Sept 2013-May 2014
Position Type: Call Coordinator
Job Title: Absa service agent
Reference: Gerhard Swart
Reference Contact: 0117727644/0790389838
Responsibilities:
Assigning calls to technicians
Checking with the manager the availability of technicians
Ensuring that technicians are dispatched to a call attending
Transferring call details from service monitor to D1 System
Continually monitoring SLA checking alerts updates and escalated issues to incident
manager (fsm)
Taking ownership of Incident management lifecycle (assigning to closure)
Monitoring and ensuring SLA compliance
Updating call, to temporally close (when user is unavailable and completely close (when
done assist the user and all tested okay.
4. 4
Curriculum Vitae – Name
EMPLOYMENT
HISTORY
“Position 3”
Name of Company: Business Connexion (Head office
Duration: Oct 2011 – Jan 2013
Position Type: IT Support
Job Title: Junior Customer Engineering
Reference: Geoffrey Bull
Reference Contact: 0112661102ext.(1834)/ 0834576485
Responsibilities:
Responsible for the Afrox account
Responsible for the Cadbury account
Responsible for the Transunion account
Transferring details from CA Service Desk Manager to(BCX Remedy)
Transferring details from CCAD to (BCX Remedy)
Taking ownership of Incident management lifecycle (logging to closure
Monitoring and ensuring SLA compliance
Responsible for internationalaccount (ATOS and Helios ,logging calls from the Goss
system to ITSM7)
EMPLOYMENT
HISTORY
“Position 4”
Name of Company: Business Connexion (Based at client side STD Bank corporate)
Duration: October 2010 – February 2011
Position Type: IT support
Job Title: Technology Administrator
Reference: Auret de Gasperi
Reference Contact: 0 11 266 5268/ 0 83 666 1567
Responsibilities:
Answering calls
Monitoring and ensuring SLA compliance
Responding to client incidents by assigning, maintain and resolving incidents via Remedy
system
Taking ownership of Incident management lifecycle (logging to closure)
Prompt feedbackon escalated client queries
Task Request logging via Remedy System
Managing and controlling movement of service engineers
Report Writing (Customer service report, Billing sheet, Queries report, Return-after-repair
report)
Documentation of Incidents service dockets
EMPLOYMENT
HISTORY
“Position 5”
Name of Company: Standard Bank
Duration: Feb 2009 – Sept 2010
PositionType: IT Support
Job Title: Call Coordinator/Project consultant
Reference: Nombongo Ncoko
Reference Contact: 011 631 1179 / 083 409 2027
Responsibilities:
Answered calls
Dealt with IT requests assigned by clients
Log calls for technicians to attend on site
Updated of calls that I logged to Business Connection
Resolved of problems and closing them
Responded to mails tasked to me or escalated to me to action on them
Log calls telephonically for network faultiness
Field incidents reported by end users in a courteous manner.
Document all pertinent end user identification information, as well as information relevant
to the incident being logged.
Investigate and diagnose incidents (including resolution where possible), identifying the
impact of incidents on the complete service provided by the company.
Took incident resolution actions to restore service to customers.
Monitored incident details, including any Configuration Items affected.
Prioritized, classified and scheduled problems. Escalate problems (when required) tothe
appropriate level.
Recorded, tracked, and document the incident resolution process, including all successful
and unsuccessfuldecisions made, and actions taken, from logging through to final
resolution.
Identified and learn appropriate software and hardware used and supported by the
organization.
5. 5
Curriculum Vitae – Name
Test fixes to ensure incident has been adequately resolved.
Performed post-resolution follow-ups, to build and add to the Knowledge Base.
Developed help sheets and frequently asked questions lists for end users.
Participated in audit activities related to the Incident Management process.
Monitored the status and progress towards resolution of assigned Incidents.
Kept all affected parties informed about progress
Escalating the process as necessary per established escalation policies
