Mpumelelo Ntanga

• Technology Implementation: Recommending and implementing new technologies to improve efficiency or reduce costs
• Software Updates: Ensuring existing software is compatible with new computer systems
• Server Configuration: Configuring virtual server specifications
• Infrastructure Monitoring: Monitoring and maintaining server and network infrastructure availability, both on-premises and virtual
• Cloud Services: Ensure availability of cloud services, troubleshoot outages (Azure).
• Supported migration of legacy systems to modern platforms for increased efficiency and reduced maintenance costs.
• Developed technical documentation for infrastructure design, implementation, and troubleshooting procedures.
• Reduced downtime by proactively identifying and addressing potential issues in the IT infrastructure.
• Trained junior engineers on industry-standard methodologies related to networking protocols, server administration techniques, or virtualization technologies.
• Participated in development meetings for high-value customers and business operations updates.
• Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with business goals.
• Evaluated existing procedures and made proactive adjustments to meet changing demands.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Oversaw development and maintenance of organization computer systems and intranet.
• Application Availability: Ensuring enterprise applications are available and functioning
• Troubleshooting: Addressing network, server, and application outages, availability issues, and service degradation
• Data Backup: Managing data backup operations and restoring data as needed
• Incident Management: Handling major outages, communicating progress and resolutions to relevant teams
• Collaboration: Working with SME teams and escalating issues to resolve system outages
• Training: Assisting and training new team members
• Vendor Management: Coordinated with vendors for equipment installation, maintenance, escalating to ensure optimal service levels and managing incidents to resolution
• Project Support: Supporting infrastructure maintenance projects and liaising with vendors and teams
• Team Contribution: Contributing towards team objectives
• Global Business Service Center
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.

• Maintain casino and I.T. device and equipment uptime within agreed service parameters
• Escalation procedures are adhered to
• Stability of IT facility infrastructure components
• Adherence to system maintenance requirements as per standards, processes, procedures & checklists
• Administrative duties as per unit IT requirements
• Bally casino applications support
• 1st & 2nd line casino device support
• Administration as per standards, processes, procedures & checklists
• Security protocols adhered to as per standards, processes, procedures & checklists
• Manages client expectations
• Implements the customer service strategy
• Proactively disseminates relevant information to customers
• Reflects knowledge & skills on specific IT technologies at the facility
• Attends training courses and keeps qualifications up to date
• Resolves technical problems within Service Level Agreements
• Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
• Reduced support tickets through proactive maintenance of hardware, software, and systems.
• Collaborated with cross-functional teams to develop and implement IT solutions.
• Leveraged monitoring tools to proactively identify potential system challenges before escalated into major incidents.
• Enhanced system performance by identifying and resolving technical issues promptly.
• Contributed to the development of an internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.
• Configured hardware, devices, and software to set up workstations for employees.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
• Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.

• Delivered assistance and support for team-based IT projects.
• Supported IT department in handling technology rollout and maintenance.
• Provided technical support, resolving IT issues to maximize productivity for team members.
• Completed assigned tasks ahead of schedule, demonstrating strong time management skills and commitment to project success.
• Supported senior engineers in implementing new technologies and refining existing systems.
• Streamlined incident response process, reducing response times and minimizing impact of IT issues on business operations.
• Conducted thorough testing of new software applications to ensure compatibility and efficiency across different operating systems.
• Provided technical support to staff and clients, resolving issues promptly and maintaining high satisfaction levels.
• Streamlined software deployment processes, significantly reducing deployment times and minimizing system downtime.
• Organized and maintained IT inventory, ensuring all hardware and software assets were accurately accounted for and in optimal condition.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
• Supported efficient use of available computer terminals and network access by coordinating schedules.
• Collaborated with other departments to identify and solve software issues.

• Provided comprehensive technical support to end-users, resulting in improved user satisfaction and reduced ticket resolution time.
• Kept abreast of industry trends and emerging technologies, applying relevant knowledge to daily work activities.
• Developed strong working relationships with colleagues across departments through clear communication and collaboration efforts on various projects.
• Installed and configured software and hardware.
• Reviewed system and network performance to make proactive adjustments based on established IT policies.
• Patched software and installed new versions to eliminate security problems and protect data.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Offered assistance in implementing and developing training programs.
• Offered study support to students.
• Reception duties

Shadowed IT Engineers in the undertaking of the below tasks:

• Designed and evaluated WAN and LAN connectivity technologies.
• Investigated and corrected problems with printers, copiers and other peripheral devices.
• Promoted environmental awareness with educational workshops and hands-on activities.
• Verified system functionality and backup for network-related equipment.
• Configured and installed wireless controllers, routers and switches.
• Upgraded and expanded network systems and components.
• Troubleshot and maintained networking devices and infrastructure.
• Upgraded network software and hardware for optimized performance.
• Built network systems and installed into racks.

• Administrations of timesheets for support staff
• Stock control
• Receiving, deployment, collection, filing documentation and capturing of page counts and toner/ink levels of printers, fax machines and consumables (HP, Lexmark and Canon).
• I.T. Helpdesk duties
• 1st line computer and printer support
• Monitoring of printers via web admin interface
• Printer and peripheral installation and maintenance.