Open to opportunities

Boitumelo Ledwaba

@boitumeloledwaba

Message

Dynamic servicedesk analyst with strong problem-solving and leadership skills.

South Africa

Message

What I'm looking for

I am looking for a role that offers growth opportunities and a collaborative environment.

I am an experienced Servicedesk Analyst with over 12 years in IT support and service management. My career has been marked by a commitment to delivering exceptional service and fostering a collaborative team environment. At PwC, I have honed my skills in troubleshooting, incident resolution, and application testing, ensuring that all service requests are handled efficiently and effectively.

My previous roles have equipped me with a diverse skill set, including training junior colleagues, managing helpdesk teams, and conducting system testing. I hold a National Diploma in Information Technology Communication Networks and have earned several ITIL certifications. My proactive approach and strong interpersonal skills have consistently contributed to improving customer support and team performance.

Experience

Work history, roles, and key accomplishments

Current

Servicedesk Analyst

Current

PwC

Oct 2022 - Present (2 years 7 months)

As a Servicedesk Analyst at PwC, I deliver professional service, provide training to junior colleagues, analyze and resolve incidents, and collaborate with teams on application testing. I manage user accounts and run database queries to support operations.

Incident Management User Training Azure DevOps Database Management Scrum Data Migration Troubleshooting IT Support Communication Skills

Servicedesk Assistant Manager

Telesure

Aug 2020 - Sep 2022 (2 years 1 month)

Managed the helpdesk team, evaluated performance, and improved customer support by responding to queries and coaching staff. I prepared reports and monitored call ticket volumes while ensuring effective communication within the team.

Team Management Customer Support ITIL Reporting Problem Solving Communication Skills Coaching Incident Management Leadership

Systems Support Administrator

MacMobile

May 2016 - Feb 2017 (9 months)

Updated faults logged on Zendesk, identified user needs, and resolved hardware/software failures. I also created and updated user accounts and ran database queries to maintain data integrity.

Zendesk Troubleshooting Database Queries IT Support System Administration Communication Skills Problem Solving Customer Service

ADSL Field Technician

Bytes Managed Solutions

Nov 2015 - Feb 2016 (3 months)

Installed voice and ADSL lines for customers, troubleshooting and programming subscriber carriers. Provided excellent customer service while working independently and as part of a team.

ADSL Installation Customer Service Troubleshooting Technical Support Communication Skills Teamwork Problem Solving Networking Equipment Testing Programming

Junior IT Technician

PBS Group

Mar 2015 - Oct 2015 (7 months)

Provided hardware, software, and LAN support, including troubleshooting and fixing computers and printers. Installed various software applications and maintained network configurations.

Hardware LAN Support Troubleshooting Communication Skills Networking Customer Service IT Support Problem Solving Technical Documentation

IT Support Intern

Department of Agriculture, Forestry and Fisheries

Feb 2014 - Jan 2015 (11 months)

Provided telephonic IT support, installed software, and maintained LAN configurations. Assisted with troubleshooting and upgrading operating systems.

IT Support Troubleshooting LAN Configuration Communication Skills Customer Service Active Directory Technical Support Problem Solving

Student Assistant

Tshwane University of Technology

Jan 2012 - Jan 2013 (1 year)

Assisted with administrative tasks, maintained filing systems, and scheduled appointments for students. Supported the department with various ad hoc duties.

Administration Scheduling Communication Skills Event Planning Customer Service Teamwork Problem Solving Data Management Time Management

Education

Degrees, certifications, and relevant coursework

Microsoft

Microsoft Certified, Data Fundamentals

2024 - 2024

Obtained DP-900 Microsoft Certified: Azure Data Fundamentals certification, demonstrating foundational knowledge of core data concepts related to Microsoft data services.

APMG International

ITIL Foundation, Information Technology

2017 - 2017

Completed ITIL Foundation certification, focusing on best practices designed to assist businesses in aligning their IT services with customer and business needs.

APMG International

ITIL Intermediate Service Operation, Information Technology

2017 - 2017

Achieved ITIL Intermediate Service Operation certification, focusing on principles, processes, and operational activities for managing IT service performance.

Tshwane University of Technology

Diploma of Higher Education, Information Technology Communication Networks

2010 - 2013

Majored in Communication Networks (N+) and Distributed Systems, focusing on the principles and practices of information technology and communication networks.