Maleho Melamu
Application Support Specialist at Opsi Systems- Claim this Profile
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Bio
Credentials
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MCSA: SQL Server 2012
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MCSA: SQL Server 2012
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Experience
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Opsi Systems
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South Africa
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Transportation, Logistics, Supply Chain and Storage
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1 - 100 Employee
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Application Support Specialist
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Apr 2017 - Present
•Application support for customers or clients•Ensuring a very consistent and responsive level support for our customers •Provide technical and functional support to all users within the business •And responsible for ensuring that various IT operations run smoothly•Software’s installation and configuration•Microsoft SQL server and Database management•Ability to understand complex SQL queries•Backup and restore databases and running queries in SQL server•Setting up Database maintenance plans for improving performance.•Configuring SSRS reports in SQL server•Troubleshooting using standard tools and techniques related to networks and systems i.e. remote desktop access tools.•Installing and configuring Mobile Application on Android devices.•Perform tests, install upgrades, and perform regular system maintenance.•Assist with release and patch testing and other new feature processes•System analysis•After hours support•Managing tickets and incidents all the way through to resolution for tickets that don’t require effort from other teams•Where required, escalate tickets to various teams within the company and work with them to diagnose and resolve•Liaising with software developers•Integration errors e.g. connectivity, job failures and escalating to client or inhouse integration developers when bugs are diagnosed.•Resolution of customer issues through involvement and constant communication with implementers•Monitor and resolve data integration issues•Following up on escalated tickets, keeping stakeholders in the loop then finally reporting back with an appropriate response•Investigate system generated alerts and issues•Identify reoccurring issues and work with the dev team to get them automated or resolved•Identify areas in the system for improvement and work with the dev team to make changes to the platform•Identify and implement improvements and enhancements to the support team process
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Hardware Technician
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Sep 2011 - Apr 2017
•Maintains call records/logs and resolution detail utilizing case management solution.•Installation, configuration and maintenance of Servers and desktops.•Responsible for managing backups and tape rotation.•Installing authorized software to laptops and desktops.•Building new laptops and desktops for users according to company standard•PC, Network, printer configuration and troubleshooting.•Microsoft Operating Systems – Windows Server 2003/2008, Windows 7 and Windows 8.1 •Configuring router devices.•Configuring HP switches.•Access control and security.•CCTV installation.•Microsoft SQL server 2012 querying and administrator.•Restoring and backup databases in SQL server management studio.•Creating and monitoring schedules job •Diagnosis skills of technical issues.•Solid skill in software, hardware, telecommunication, and networking.•Excellent verbal and communication skill.
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Simba Company
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Personal Care Product Manufacturing
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Application System Support 2nd Line
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Aug 2009 - Aug 2011
•2nd line IT Support skills.•Liaising with the 1st line support teams to investigate production issues and provide solutions.•Diagnose and resolve medium to minor incident queries raised by the 1st line support team (Database queries and application analysis).•Responsibility to ensure that requests sent to 3rd line are delivered with complete analysis (basic Root Cause Analysis) before escalating (general rule).•Customer service focus.•Create documentation drive/folder containing documentation such as operational procedures, IT processes, emergency procedures, special projects, and server inventory.•PC, Network, printer configuration and troubleshooting.•User Management and detailed knowledge of Microsoft products in Active Directory environment.•Microsoft SQL server 2008 querying and administering. •Grant user’s permissions or access in SQL server.•Microsoft Office, including excellent Outlook skills and other business-related software’s.•Communicate upgrades, changes, and improvements to the IT organization where necessary.•Good Understanding of software’s and hardware’s.
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Simba
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United States
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Food and Beverage Services
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IT Help Desk Administrator
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May 2008 - Jul 2009
•Maintaining a good relationship with internal and external customers.•Attending to all calls, inbound and outbound, from internal and external customers within SLA.•Availability on the phones, logging calls and incidents.•Escalate calls, make sure calls are attended and resolved.•Providing through and efficient feedback to clients.•Possess strong customer service focus.•Ability to organize work in an efficient manner, work with multiple calls concurrently and prioritize calls.•Work well under pressure and handle stress and stressful situations.•Weekly reports and mailers to customers.•Passwords reset using Active directory.•System support and maintenance.•Monitoring SQL database schedule jobs.•Management of relevant stakeholders.•Good written and verbal communication skill.
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Education
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2017 - 2018
University of South Africa/Universiteit van Suid-Afrika
Certificate, Computer Systems Networking and Telecommunications -
2016 - 2016
University of South Africa/Universiteit van Suid-Afrika
certificate, Software Technology -
2013 - 2014
New Horizons Computer Training
MCSA, Microsoft SQL Server 2012 (MCSA) -
2006 - 2008
Rosebank College
Diploma, Information Technology
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