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Lulama Mpendu

@lulamampendu

IT Support Specialist at Amazon Virtual Customer Service resolving 200+ user queries weekly and supporting a live platform migration.

South Africa

Message

At Amazon Virtual Customer Service, I provide first-line technical and billing support, resolving more than 200 end-user queries weekly while maintaining a 95% first-contact resolution rate. I also supported a live migration to an in-house system, providing real-time user support with zero service disruption.

At Dimension Data (GSC), I managed Active Directory accounts and handled support requests through AC3 & SIM Ticketing System and Remedy. I’m ITIL Foundation Certified (v3) and am completing a Diploma in Systems Development at Boston City Campus.

Experience

Work history, roles, and key accomplishments

Current

Customer Service, Billing & Technical Support Associate

Current

Amazon Virtual Customer Service

Jan 2022 - Present (4 years 9 months)

Provide first-line technical and billing support, resolving 200+ end-user queries weekly and maintaining a 95% first-contact resolution rate. Act as 2IC for the Team Manager, coaching associates and managing escalations.

Technical Support Ticketing Systems Incident Management SLA Team Leadership Knowledge Base Confidentiality Data Security

Service Coordinator & 2IC for Escalations Coordination Manager

Altron Systems Integration

Jan 2021 - Dec 2022 (1 year 11 months)

Acted as 2IC for the Escalations Coordination Manager, assisting with high-priority incidents and coordinating responses between internal teams, vendors, and stakeholders. Guided junior analysts to improve service quality.

Escalation Management Incident Response SLA Stakeholder Management Team Leadership

Service Desk Coordinator

Dimension Data

Jan 2016 - Dec 2019 (3 years 11 months)

Managed user accounts and permissions in Active Directory, logged support requests using AC3, SIM, and Remedy, and monitored systems with PRTG and Kibana. Provided end-user training and created knowledge articles.

Active Directory Ticketing Systems Remedy AC 3 SIM PRTG Kibana CMD Putty End User Training Knowledge Base

Education

Degrees, certifications, and relevant coursework

Boston City Campus

Diploma, Systems Development

Currently completing a Diploma in Systems Development (NQF 6) with an academic average above 65%, expected to finish coursework in November 2026 and graduate in 2027.