Thando Bayiwa
Perth,WA
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced IT Analyst with over 8 years of experience in Technology within Mining and Education. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Problem solving and training in ITIL. Motivated to learn, grow and excel in different IT areas. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Executive IT Support Coordinator
Kinetic IT / Woodside Energy
05.2023 - Current
- Point of contact for executive-level technology support
- Collaboration and Coordination of board meetings - Testing Meeting rooms in preparation for meetings. Attend meetings for IT support when needed.
- Resolve all IT issues and fulfill requests in a timely manner ensuring continuous support and minimal disruption
- Documentation and Knowledge management - Document and maintain detailed records of technology setups, capture key insights, develop and maintain a knowledge base, and collaborate with the wider technology team to contribute to knowledge management practices.
- Order Require IT equipment
- Engage in early starts to support early meetings
Senior IT Analyst
BHP Billiton
01.2018 - 05.2023
- Manage incident and task queue
- ·Setup mobile devices for business use - Intune
- Trouble shoot mobile device issues
- Installing and maintain SOE builds - SCCM
- Trouble shoot and resolve hardware issues
- IT hardware installation
- Install, Trouble shoot and resolve software issues
- Provide level 1 networks support – Testing/Patching
- Process Asset return Requests and update ESM
- Attend and fulfill user requests in SNOW
- Conducting IT induction/training for new starters/interns
- Log warranty repair with different vendors
- Setup and maintain Plantronics headset
- Escalate Incidents to relevant 2/3rd line teams
- Adhere to policies as per corporate manuals and directives
- Advise users on best course of action in relation to IT issues
- Attend to cisco desk phones problems.
- Writing up Knowledge Base Articles for the resolution of IT issues
Senior IT Analyst - BHP/Woodside Demerger Project
BHP Billiton
05.2022 - 04.2023
- Collaborate with international teams across different time-zones for global de-merger initiative and ongoing support
- Provide face to face and remote phone support to end users during and post migration
- High Priority incident management
- Update & resolve SLA's for Service Request & Incident Management in ServiceNow
- Image migration devices for deployment
- Train new project staff members
- Support of VIP delegates post Migration.
- Petroleum Deepwater Separation & De-merger from BHP, 05/2022, 04/2023, Woodside Energy, 2,000+, Windows 10, Mobile Operating Systems (Android & Apple iOS/iPadOS), Microsoft Active Directory, SCCM, Microsoft ADMS, Group Policy, Azure Virtual Desktop, Microsoft Intune, Offline-Domain Join, Microsoft ADMS Tool (Microsoft Proprietary Developed tool),
- Collaborated with international teams across different time-zones for global de-merger initiative
- Provided face to face and remote phone support to end users during and post migration,
- Performed troubleshooting across range of devices and assisted with automated and manual migrations using Microsoft ADMS migration tool
- Successfully migrated 200 users during 3 migration phase timelines, High Priority incident management,
- Met update & resolution SLA's for Service Request & Incident Management in ServiceNow,
- Trained new project staff members, Received award and recognition for the De-merger Project
Network Administrator/IT Support
Department Of Education
08.2015 - 12.2015
- Configured networks for smooth, reliable operation to meet business processes and objectives
- Performed day-to-day LAN and WAN administration, maintenance and support
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system
- Assisted IT staff on troubleshooting issues and closing calls
- Identified and immediately resolved issues with network
- Managed computer operation scheduling, backup, storage and retrieval functions
- Monitored system performance and responded to alerts
- Support and administer third-party applications
- Liaise with the Department of education ICT Support to resolve hardware, software and network related issues
- Installing and maintaining Standard Operating System
- Assisted in testing and setting up white boards.
- Improved network efficiency by implementing and managing system updates and patches.
- Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
IT Field Support Technician
BHP Billiton
03.2013 - 05.2015
- Demonstrated increased knowledge of company products and equipment
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance
- Facilitated maintenance team training procedures to align with company standards
- Developed detailed maintenance schedules for Multifunction devices to maximize equipment lifetimes
- Adhered to safety protocols and policies to reduce workplace hazards
- Documented changes and actions in computer-based tracking system
- Applied knowledge of standard equipment and manufacturer repair guidelines
- Collaborated with team members to achieve target results
- Undertake weekly audits on all assets
- Incident management
- Build, deploy, setup and troubleshoot computer system
- Receiving, configuring and deployment of new computers and other equipment
- Setting up and trouble shoot printers with specific mention to MFD printers
- Analyze and trouble shoot network issues before engaging the network team
- Replacing hard drives on server
- Replacing faulty computer parts such as power supplies
- Install and trouble shoot software applications
- Resolve close incidents and tasks within the specified SLA
- Attend to customer enquiries and provide helpful advice
- Manage all assets and keep up to date records
- Creating and updating key process documents
- Diagnose problems and faults in VC rooms and replace faulty hardware
- Delivering outstanding customer service.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
Education
Bachelor of Science - Computer Science
Curtin University
Perth, WA01.2011
Skills
- Problem-Solving
- SOE Imaging
- Information security
- Technical Analysis /proficiency
- Incident Management
- Analytical and Critical Thinking
- ITIL
- Project Management
- ServiceNow
- Interpersonal Skills
Accomplishments
Received award and recognition for the De-merger Project
Nominated for the Women in Technology WA Inc. (WiTWA
Certification
ITIL Foundations
Affiliations
- Women in Technology
- Women in Cyber Security
- ISC2
Current Studies
Master of Cyber Security with Edith Cowan University
Languages
English
Full Professional
Timeline
Executive IT Support Coordinator
Kinetic IT / Woodside Energy
05.2023 - Current
Senior IT Analyst - BHP/Woodside Demerger Project
BHP Billiton
05.2022 - 04.2023
Senior IT Analyst
BHP Billiton
01.2018 - 05.2023
Network Administrator/IT Support
Department Of Education
08.2015 - 12.2015
IT Field Support Technician
BHP Billiton
03.2013 - 05.2015
Bachelor of Science - Computer Science
Curtin University
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