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nasiphi matiwane

@nasiphimatiwane

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Tech support analyst dedicated to exceptional customer service and problem-solving.

South Africa

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a tech support analyst with extensive experience in providing exceptional customer service and resolving complex technical issues. At DigiCert, I respond to customer inquiries, analyze problems, and develop documentation for our Knowledge Base. My commitment to customer satisfaction drives me to build long-term relationships with clients, ensuring their loyalty and success.

Currently, I work at Sanlam Investments, where I utilize various communication channels to assist clients with IT issues. My role involves first- and second-line support, troubleshooting, and ensuring incidents are resolved within agreed service level agreements. I am pursuing a Bachelor of Commerce in Information and Technology Management, which enhances my practical skills and understanding of the intersection between business and IT.

Throughout my career, I have demonstrated a strong ability to analyze information, make sound decisions, and adapt to new situations. I thrive in high-pressure environments and continuously seek innovative ways to support organizational growth. My determination and resourcefulness drive me to deliver meaningful results, always keeping client satisfaction at the forefront of my efforts.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Agent

Current

Sanlam Investments

May 2018 - Present (7 years 1 month)

Utilized email, telephone, and web interfaces to respond to clients and accurately captured client requests on the Service Management System. Provided first- and second-line support for workstation and mobile issues, ensuring escalations and notifications were communicated as per agreed processes.

IT Service Management Active Directory Remote Assistance SLA Management Windows 10 SCCM Customer Support Troubleshooting

IT Service Desk Agent

Shoprite

Jun 2017 - May 2018 (11 months)

Handled incoming Information Systems related calls from Shoprite Shops and Regional Offices, performing first-line troubleshooting and assisting users with various IS queries. Logged and escalated calls to relevant departments, managed Active Directory tasks, and provided remote assistance using various applications.

Active Directory Remote Assistance Dameware TeamViewer Printer Troubleshooting

IT Support Agent

Future Mobile Technology

Feb 2015 - Jun 2017 (2 years 4 months)

Provided first-line support and telephonic troubleshooting for tablets, assisting customers and stores with device problems. Managed follow-up services and repairs, tested repaired devices, and helped users with Android device usage.

Troubleshooting Android SLA Management Customer Support

AFC Assistant

MyCiti ICT Works

Jul 2014 - Oct 2014 (3 months)

Performed duties as an AFC assistant, which included data capturing, commuter education, and cashier responsibilities. Supported the automated fare collection system.

Data Collection Cashiering Customer Education Automated Fare Collection Administrative Support

Tech Support Analyst

Digicert

Responded to customer inquiries about DigiCert products and analyzed complex customer issues to identify problem areas and recommend corrective actions. Provided superior customer service, built successful long-term relationships with external clients, and contributed to the product's vision.

Customer Support Technical Support CRM Customer Relationship Management Troubleshooting Product Support Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

MANCOSA

Bachelor of Commerce, Information and Technology Management

Grade: 2nd year

Activities and societies: Programming language: Java

Currently pursuing a Bachelor of Commerce in Information and Technology Management, deepening understanding of the intersection between business and IT. This academic journey is enhancing practical capabilities and equipping for well-informed, strategic decisions.

Cape Peninsula University of Technology

Certificate, Cisco Networking

Activities and societies: A+ certificate, Cisco certificate with all the basics of networking, Fundamental of wireless certificate, Fundamental of Unix /Linux certificate, Network basics certificate, Routing protocol and concepts certificate, LAN switching and Wireless certificate, Accessing the WAN certificate, Trouble shooting Routers and switches

Completed a comprehensive program covering the basics of networking, including A+ and Cisco certifications. Gained foundational knowledge in wireless, Unix/Linux, network basics, routing protocols, LAN switching, WAN access, and troubleshooting routers and switches.

Ebenezer Majombozi High School

National Senior Certificate, General Studies

Completed secondary education with a focus on Physical Sciences, Mathematics, Life Sciences & Agriculture, English, and Xhosa. Developed a strong academic foundation across various subjects.