Open to opportunities

Nelly Manyama

@nellymanyama

Message

I am NOC Agent with over 2 years of experience.

South Africa

Message

What I'm looking for

I am looking for a role that offers growth opportunities, a collaborative environment, and the chance to work with M365 and Azure technologies.

I am a dedicated IT professional with two years of experience as a NOC Agent, specializing in network monitoring, troubleshooting, and incident management. My role at Zoom Fibre has honed my skills in proactively monitoring network faults and ensuring optimal service uptime. I take pride in delivering excellent customer support and maintaining a 99.95% uptime on our core network. My commitment to resolving network and system issues has been instrumental in enhancing customer satisfaction and operational efficiency.

Previously, I served as a Level 1 Support Engineer at DataGr8, where I provided first-line support for hardware and software systems. My proactive approach to monitoring and managing incidents minimized customer complaints and escalations. I have also contributed to knowledge base improvements and process documentation, showcasing my dedication to continuous learning and improvement. I am eager to expand my technical expertise into M365 and Azure platforms, leveraging my troubleshooting skills and passion for problem-solving in an IT Support Engineer role.

Experience

Work history, roles, and key accomplishments

Current

NOC Agent

Current

Zoom Fibre

Sep 2022 - Present (2 years 8 months)

As a NOC Agent, I actively monitor network and fibre faults, inform customers of issues, log incidents, assist with troubleshooting, and maintain high service uptime. I collaborate with teams to resolve complex problems and improve processes.

Monitoring Incident Management Customer Support Troubleshooting Documentation Process Improvement Cross Functional Collaboration Problem Solving

Level 1 Support Engineer

DataGr8

Nov 2021 - Nov 2022 (1 year)

Provided first-line support for hardware and software systems, managed ticketing systems, and minimized customer complaints. Engaged with peers to resolve incidents and performed vulnerability scans for projects.

Technical Support Ticketing Customer Engagement Disaster Recovery System Monitoring Problem Solving

System Support Trainee

Khulisa Academy

Feb 2020 - Oct 2021 (1 year 8 months)

As a System Support Trainee, I performed user administration, maintained Windows Server 2016, diagnosed hardware issues, and conducted vulnerability management. I also prepared for AWS application exploitation.

Administration Windows Server Hardware Vulnerability Management Problem Solving

Education

Degrees, certifications, and relevant coursework

Boston City Campus & Business College

National Diploma, System Development

2018 -

Pursuing a National Diploma in System Development, focusing on software development principles and practices.

Khulisa Academy

NQF Level 5, System Support

2020 - 2021

Activities and societies: Relevant coursework included Microsoft Certified: Windows Server 2016, Linux Administration, Cisco Certified Network Associate, and Microsoft Azure Fundamentals.

Completed training as a System Support Trainee, focusing on user administration, maintaining Microsoft Windows Server 2016, diagnosing hardware and network malfunctions, and performing vulnerability management.