ABIGAIL MASENDU
IT Service Desk Specialist
Rural View,Qld
Summary
Efficient Help Desk Specialist with 2 years of comprehensive experience in IT industry. Outstanding problem-solving and troubleshooting skills with superb leadership abilities as well as ability to multi-task and handle multiple support requests. Effectively managed technically diverse staff through delivery of high-level, consistent and responsive help desk services.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Helpdesk Administrator
CABS
01.2020 - Current
- Provide prompt and courteous service to all clients ensuring excellent customer service and high customer satisfaction
- Monitoring, analysing and resolving user problems providing 1st line support across the company
- Responding in a timely manner to service issues and requests
- Troubleshoot various IT hardware issues with PC’s, printers, peripherals, etc
- Assign requests and incidents using the helpdesk ticketing system
- Provide 1st line support to T24 banking system for all branches
- Interact and support team members, customers and users
- Training more junior staff members
- Setting up accounts for new users
Retail Teller
CABS
12.2018 - 01.2020
- Opening of new company and individual accounts
- Attending to customer queries
- Balancing and compiling tellers’ balances on the controller’s daily summary
- Processing of Deposits and withdrawals
Student on attachment IT
CABS
08.2017 - 09.2018
- Provide support to T24 users through various channels of communication
- Ensuring seamless flow of transactions between Postilion & T24 IT systems
- Monitoring T24 systems availability daily and attending to helpdesk requests
- Peripheral checks and tape loading in data centre
- Projects - T24 upgrade to R16, 1st street and Mutare branches reopening setting up;
- T24 POS configurations and queries
- Installation of all software required by the banking staff;
- Servicing CABS branches while in networks department.
Data Capture Clerk
Ministry Of Health and Child Care
12.2013 - 07.2017
- Installation, troubleshooting and supervising of the EPMS use in the Mashonaland West Province, entering patient data into the Electronic Patient Monitoring System (EPMS)
- Securing information by completing database backups
- Maintaining patient confidence and protecting operations by keeping information confidential
- Contributing to team effort by accomplishing related results as needed
- Compile, sort and verify the accuracy of data before it is entered.
Education
Advanced level -
Nemakonde High School Chinhoyi
01.2005 - 01.2006
Advanced Diploma - Computing and Information Technology
Nemakonde High School, Chinhoyi University of Technology
07.2008 - 11.2011
Bachelor of Science Honours Degree - Information Technology
Chinhoyi University of Technology
01.2015 - 01.2019
Skills
Helpdesk support
Maintenance and Repair
Dependable and Responsible
Problem-Solving
Good Telephone Etiquette
Planning and Coordination
Attention to Detail
Retail knowledge
Certification
ITIL 4 Foundation (People Cert)
Timeline
Helpdesk Administrator
CABS
01.2020 - Current
Retail Teller
CABS
12.2018 - 01.2020
Student on attachment IT
CABS
08.2017 - 09.2018
Bachelor of Science Honours Degree - Information Technology
Chinhoyi University of Technology
01.2015 - 01.2019
Data Capture Clerk
Ministry Of Health and Child Care
12.2013 - 07.2017
Advanced Diploma - Computing and Information Technology
Nemakonde High School, Chinhoyi University of Technology
07.2008 - 11.2011
Advanced level -
Nemakonde High School Chinhoyi
01.2005 - 01.2006