CARMIA GREEN
Rehoboth
Summary
Systems Administration major with the eagerness to be exposed to all aspects of IT. I am flexible, reliable and possess excellent time management skills. I am an enthusiastic, self-motivated, reliable, responsible and hard-working person. I am a mature team worker and adaptable to all challenging situations. I can work well both in a team environment as well as using own initiative.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
NamRA
Windhoek
01.2023 - Current
- Successfully identified the causes of incidents and problems, applying relevant solutions to achieve resolution.
- Collaborated with cross-functional teams to effectively address customer inquiries.
- Develop operational level agreements (OLAs) and Service Level Agreements (SLAs) with the various systems owners (NamRA Depts)
- Maintains records, informs users about the process and advises relevant persons of actions taken.
- Provide essential online Security advice and support
- Mitigate service interruptions by performing system installations, updates, and maintenance procedures.
- During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining
coherence to SLA and information security requirements. - Enhanced end-user experience by creating easily accessible training manuals and FAQ materials.
- Documenting processes and maintaining service desk records.
- Collaborating with internal departments to ensure that ICT needs are met.
- Making recommendations to optimize ICT performance and to prevent future problems.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Responded promptly to customer emails regarding any IT related queries.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Developed detailed reports on system performance metrics for management review.
- Provided first-level technical support to customers with IT related issues.
- Monitored and promptly responded to IT service desk ticketing system requests.
- Maintained accurate records of customer interactions, inquiries,assets and resolutions in the helpdesk database.
ICT Temporary Helpdesk Technician
NAMCOR Head Office
03.2019 - 06.2020
- Assist with Helpdesk via ticket logging system, providing end user support, configuration of laptops /PC's, (Projects - Deployment/Roll-out of new applications, monitoring of systems (PRTG), carrying out procurement submission procedures, provide administrative support (documentation and filing) maintenance of company inventory, install and configure computer systems (applications), modify configurations via Change management procedures, providing support (knowledge base) documentation, including procedural documentation
- Ensure security measures are in place, assist end users with any incidents or problems reported via troubleshooting
- Daily monitoring checks
- Provide training on new systems / applications being introduced, Office 365, Adobe Sign, etc
- Assist with onboarding and offboarding of new/old users; assign users and computers to proper groups in Active Directory, performing timely workstation hardware and software upgrades/replacements as required, and performing ad-hoc ICT duties as requested
- Assist with budgeting preparations and budget variance.
Personal Financial Adviser
Old Mutual (Windhoek)
04.2018 - 02.2019
- Assist customers with financial planning and provide insight on various types of investments and insurance packages.
Casual
C&B Catering (Rehoboth)
12.2013 - 12.2014
- Assisted with cooking and serving, Cake decoration, marketing and bookings.
Helpdesk Administrator
NAMCOR Head Office
07.2021
- Budgeting, Variance tracking, Facilitate Procurement submissions, maintaining consumable stock and ordering parts
- Manning the helpdesk system and ensuring all calls get attended to, raise problems, ensure guides and procedures are documented, revise policies, manage assigned projects, maintain ICT Asset register, develop and monitor SLA's, evaluate helpdesk performance and implement plans for helpdesk performance metrics, facilitate workshops on help desk support processes, procedures and technology tools for enhancing effective support delivery to multi-site operations, provide end-user training on various applications/systems, Assist with onboarding and offboarding of new/old users; assign users and computers to proper groups in Active Directory, performing timely workstation hardware and software upgrades/replacements as required.
Education
Bachelors - Computer Science - Systems Administration
NUST Namibia University of Science And Technology
Grade 12 -
Swakopmund Secondary School
Skills
- Keen to work in a systematic manner
- Detail orientated
- Zeal to accept challenging work
- Fast learner-organizational skills
- Deadline driven accuracy
- ITIL Knowledge
- Software Support
- Client Relations
- Performance Assessment
- Asset Management
- Training abilities
License Code
B
Personal Information
- ID Number: 94083000112
- Nationality: Namibian
- Marital Status: Married
- Dependants: 2
References
- Mrs. Tjivita Ipinge, Specialist: Service Desk & ICT Support, NamRA, 081 146 0796, tjivita.ipinge@namra.org.na
- Ms. Lineekela Shilongo, Digital Enablement Officer, NAMCOR (National Petroleum Corporation of Namibia), 081 159 9357, lshalongo@namcor.com.na
- Mr. Gustav Mumbala, Manager: Infrastructure & Support Services, NAMCOR (National Petroleum Corporation of Namibia), 081 125 5054, gmumbala@namcor.com.na
- Mrs. Christine Britz, Business Owner, C&B Catering, 081 270 9640, chrisap@mweb.com.na
- Mrs. Liezel Andrews, Dimension Data
- Mrs. Jo-Ann Van Wyk, Business Development Manager, Sanlam Namibia - Previously Old Mutual Windhoek, 0812195217
Certification
- Service Desk Analyst certificate
- Customer Service: Problem-Solving and
Troubleshooting certifcate
Timeline
Service Desk Analyst
NamRA
01.2023 - Current
Helpdesk Administrator
NAMCOR Head Office
07.2021
ICT Temporary Helpdesk Technician
NAMCOR Head Office
03.2019 - 06.2020
Personal Financial Adviser
Old Mutual (Windhoek)
04.2018 - 02.2019
Casual
C&B Catering (Rehoboth)
12.2013 - 12.2014
Bachelors - Computer Science - Systems Administration
NUST Namibia University of Science And Technology
Grade 12 -
Swakopmund Secondary School
- Service Desk Analyst certificate
- Customer Service: Problem-Solving and
Troubleshooting certifcate
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