Nqobile Madi Email & Phone Number

City Of Johannesburg, Gauteng, South Africa

Randburg, Gauteng, South Africa

o Take minutes for meetings with clients o Assist with training new hires. o Facilitate onboarding and offboarding of new hires o Assist with designing reports and dashboards. o Vendor relationship management. o Handle manager escalations by callers. o Assist with resolving incidents and service tasks which are escalated under my team. o Update training material should there be any operational changes. o Facilitate coaching sessions with agents. o Handle internal agent escalations. o Reporting on agent performance. o Encourage performance improvement from agents by guiding them on how to do this.

Randburg, Gauteng, South Africa

This is the Massmart IT Service Desk Business unit under Merchants. The company is an internal vendor for Massmart. My duties include the following:- Keep up relationships with our users.- Do Active Directory password management for users using AD Manager across all Massmart banners.- Do password management for SAP systems for users across all Massmart banners.- Do first-line troubleshooting for Lexmark printers, Point of Sales devices, and Desktops.- Management of SLA on calls with various resolver groups.- Collaborate with external vendors to optimize call resolution speed.- Assist with reporting on calls.- SAP ERP, ECC, BI/BW and CRM first-line support.- Remote desktop support.- VAS services First-line troubleshooting- Networks FLT

Bryanston, Gauteng, South Africa

Johannesburg Metropolitan Area

A project to create a system that will manage the company's employees, invoices, orders, purchase orders, e.t.c., along with a point of sales system needed for the organization's new business unit. My responsibilities include the following:- Design and modelling new business processes.- Requirements elicitation and analysis for new systems which are to be implemented.- Modelling of usecases, system sequence diagrams, and sequence diagrams for various usecases.- Compilation of the project documentation.- Sprint planning.- Creating test plans for the software testing.- Maintaining stakeholder relationships.- Compile training material for systems training.

Randburg, Gauteng, South Africa

This is the Massmart IT Service Desk Business unit under Merchants. The company is an internal vendor for Massmart. My duties include the following:- Keep up relationships with our users.- Do Active Directory password management for users using AD Manager across all Massmart banners.- Do password management for SAP systems for users across all Massmart banners.- Do first-line troubleshooting for Lexmark printers, Point of Sales devices, and Desktops.- Management of SLA on calls with various resolver groups.- Remote desktop support.

Johannesburg Metropolitan Area

The project was a reporting software which was not integrated with the company's funeral claims/policies database; PowerBi was to be integrated with the software to view reports on staff-member productivity, my responsibilities were as follows:- Maintain relations with all stakeholders- Requirements elicitation and analysis.- Design new business processes and modelling business processes using BPMN.- Database design for implementation of new information system.- System design – design usecases for the new system.- User story design; which includes designing the user interface for the navigation of a new system.- Use case modelling using UML.- Development of the system using HTML, SQL and C#.

Bachelor Of Science - Bs, Information Systems, 3Rd Year

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