WORK EXPERIENCE

UNIVERSITY OF CAPE TOWN SEPT 2021 -

CURRENT
IT Service Desk Consultant, ICTS CSD
 Efficiently captured and documented an average
of 30 support requests per day, ensuring accurate
information was updated in the call management
system to facilitate effective tracking and
resolution.
 Conducted extensive research and delivered
accurate and comprehensive solutions to
customers primarily via telephone, achieving a
customer satisfaction rating of 95% based on
post-call surveys.
NTUTHUZELO SHOSHA .
UNIVERSITY OF CAPE TOWN| MAY 2021 – SEPT
Cell: +27 63 750 6730 2021
Email: [email protected] Secondment Systems Engineer, ICTS EIS:AS
[email protected]
 Developed a Standard Operational Procedures
Cape Town, SA
document for ServiceNow, resulting in alignment
with organisational usage principles, created the
LinkedIn: call assignor guide document and modified and
https://www.linkedin.com/in/ntuthuzelo- updated the new staff Onboarding process
shosha-25988414/ documentation.
 Generated weekly/monthly reports on system
performance, incidents, and maintenance
activities, providing actionable insights to
OBJECTIVE management and stakeholders for informed
decision-making.
Highly motivated Management  Collaborated effectively with cross-functional
Information Systems graduate and teams.
experienced Service Desk Consultant
with a strong background in IT support
UNIVERSITY OF CAPE TOWN JULY 2013 – MAY
and a keen interest in business analysis.
2021
Seeking a challenging position as a
Business Analyst to leverage my technical IT Service Desk Consultant, ICTS CSD
expertise, analytical mindset, and  Efficiently captured and documented an average
problem-solving skills to drive business of 30 support requests per day, ensuring accurate
growth and innovation. Aspiring to information was updated in the call management
contribute my knowledge and experience system to facilitate effective tracking and
in information systems and service desk resolution.
operations to gather and analyse  Conducted extensive research and delivered
business requirements, identify process accurate and comprehensive solutions to
improvements, and deliver effective customers primarily via telephone, achieving a
solutions that align with organizational customer satisfaction rating of 95% based on
goals. post-call surveys.
Committed to leveraging my strong  timelines, ensuring seamless integration and
communication and collaboration abilities improved system functionality.
to work closely with stakeholders, cross-
functional teams, and clients to ensure UNIVERSITY OF CAPE TOWN MAY 2008 – JUNE
successful project delivery and 2013
stakeholder satisfaction. Eager to expand IT Customer Services Representative, ICTS CSD
my skill set and contribute to business  Successfully collected and delivered computer
transformation initiatives, process and telephony equipment to over 50 designated
optimization, and strategic decision- locations within tight deadlines, ensuring timely
making. Dedicated to continuously availability for end-users.
learning and staying updated with  Installed, configured, and tested equipment at
emerging trends and technologies in the customers' desks, completing an average of 10
business analysis field.
 installations per day with a 95% accuracy rate,
SOFT SKILLS resulting in seamless user experience and minimal
disruption.
- Teamwork
- Communication OLD MUTUAL GROUP| NOV 2004 – SEPT. 2007
- Prioritization MIS Reporting Assistant OMBUS, Old Mutual,
- Customer Service Pinelands
- Active Listening
- Excellent writing  Provided comprehensive learning technology
- Empathy support to 50+ end-users per week, addressing
- Time Management inquiries, troubleshooting issues, and resolving
- Collaboration 90% of technical problems within a turnaround
- Critical Analysis time of 24 hours or less.
- Adaptability  Generated monthly MIS business unit reports,
analyzing and compiling data from multiple
HARD SKILLS sources, resulting in timely and accurate reports
that provided actionable insights for management
decision-making.
- Data visualisation (Tableau)
 Demonstrated expertise in data extraction and
- SQL and database querying
exporting to Excel, extracting, and processing
- Microsoft Office365
large datasets from diverse sources, resulting in
- ServiceNow ITSM system
improved data analysis capabilities, and saving an
- Aris Express
average of 4 hours per week in manual data entry.
- Celonis
- Windows operating Systems
- Ubuntu Operating System e-TUAN TECHNOLOGIES| FEB. 2004 – SEPT. 2004
- Mac OS Trainee ASP.NET Web Developer, Cape Town
- Microsoft Project  Documented technical requirement specifications
- Microsoft Visio for 1 project, ensuring clear and comprehensive
- EndNote documentation that served as a reference for
- Microsoft Teams development and testing teams, reducing
- SAP S4Hanna miscommunication, and enhancing project
- ADO.NET efficiency.
- ASP.NET  Conducted rigorous code testing, executing 15+
- VB.NET test cases and ensuring the functionality and
- HTML quality of code, resulting in a 98% defect-free
- SQL Server code deployment rate, and minimizing system
- XML downtime.
- CSS
- JAVA (NetBeans, Eclipse) STATS SA| NOV 2001 – JULY 2002
- Visual Studio
- Adobe Photoshop Supervisor, Data processing Centre
- Adobe Premier  Conducted interviews and training sessions for 10
- Packet Tracer new data captures, ensuring a smooth onboarding
- cPanel process and equipping them with the necessary
skills to perform their duties effectively.
 Supervised the data capturing process for a team
of 15 members, ensuring data accuracy and
adherence to established standards, resulting in a
98% error-free data capture rate.
 Motivated and supported data captures by
providing ongoing guidance, addressing queries,
and recognizing their achievements, resulting in
increased productivity and a 15% decrease in
employee turnover.
 AFRICAN BANK| DEC 2000 – OCT 2001
Data Capture, East London
 Captured 100+ Mobile Sales Department credit
business transactions per day with a high level of
accuracy, ensuring seamless processing and
reducing errors by 20%.
 Efficiently operated a switchboard, managing an
average of 100 incoming calls daily, ensuring
prompt and accurate call routing, resulting in a
90% reduction in missed or misdirected calls.

NU METRO| JULY 1999 – OCT 2000

Sales Representative, East London
 Achieved monthly sales targets by consistently
selling 50% of the assigned sales daily quota,
resulting in increased revenue.
 Captured sales transactions with precision and
accuracy, processing an average of 20
transactions per day, ensuring timely order
fulfillment and minimizing errors to less than 1% of
total transactions.

LANGUAGES
English: Proficient Afrikaans: Average
isiXhosa: Advanced seTswana: Fair
EDUCATION
2023 | Cape Town – Rondebosch
ECBA Certification IIBA Online in Progress

2021-2022 | Cape Town – Rondebosch

PG Dip. in MIS: Enterprise Systems &
Business Process Management
University of Cape Town
REFERENCES 2017-2019 | Cabe Town – CBD Incomplete (Part
Time)
Leigh Breda Diploma in Applications Development
Manager IT Service desk
ICTS Customer Services Department Cape Peninsula University of Technology
7 Main Road 2003-2004 | Cabe Town – CBD
UCT, Mowbray National Certificate in Information
Cell: 0726176248 Technology: Systems Development
Megan Abrahams BlueChip Institute of Technology
Senior Manager 1998 | King William’s Town – CBD
ICTS Customer Services Division National Senior Certificate: Business
7 Main Road
Management
UCT, Mowbray
Cell: 079257925 East London College: King Campus