Andiswa Alicia Ngcongo
@andiswaaliciangcongo
I resolve SaaS support issues and build real-time help desk tools.
South AfricaWhat I'm looking for
At Beeline Learn, I provide first-line technical support for users of a SaaS learning platform, resolving software issues through a help desk system.
I document troubleshooting steps and common fixes to strengthen the knowledge base, improve resolution consistency, and communicate clear solutions to non-technical users. I use Windows, Linux, and networking fundamentals to diagnose a range of technical issues.
I also built HelpDesk Pro, a real-time multi-user ticketing application using Firebase Firestore, JavaScript, HTML, and CSS. It includes department-based routing for software, hardware, and network tickets, plus a three-admin role system.
My software engineering background from WeThinkCode_ and certifications in CompTIA Tech+, Security+, and Network+ Basics support my focus on practical, accurate IT support.
Experience
Work history, roles, and key accomplishments
User Support Specialist
Beeline Learn
Jul 2026 - Present (1 month)
Provides first-line technical support to users of a SaaS learning platform, troubleshooting software issues and resolving tickets via a help desk system. Documents troubleshooting steps and common fixes to build a knowledge base, improving resolution consistency and turnaround time.
Education
Degrees, certifications, and relevant coursework
MiDO Academy
Occupational Certificate: Cybersecurity Analyst, Cybersecurity
2025 - 2026
Completed coursework in threat analysis, vulnerability assessment, network security, and ethical hacking fundamentals.
Malitinne Skills Development
Higher Certificate: IT Systems Support (NQF Level 5), IT Systems Support
2025 - 2026
Covered IT systems support, troubleshooting methodologies, and technical service delivery.
Izinyoni Skills
NQF2 Business Administration, Business Administration
2025 - 2025
Professional communication, business operations, and workplace administration competencies.
WeThinkCode_
National Certificate: Information Technology - Systems Development (NQF Level 5), Software Engineering
2022 - 2024
Intensive software engineering programme focused on Java, Python, algorithms, and collaborative development.
Umkhumbi High School
National Senior Certificate, General
2018 - 2020
Completed National Senior Certificate.
Availability
Location
South AfricaAuthorized to work in
Portfolio
andiswa-github-io.vercel.appSalary expectations
Job categories
Skills
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