Ruth Nomsa Mabandla-Musa

• Supervise the Systems Team, allocating responsibilities on a daily, weekly, and monthly basis.
• Monitor the Service Desk/Ticketing system, assigning tickets for resolution, and provide second-level support.
• Analyze business needs, identify system and process gaps, and recommend effective solutions.
• Manage system migration, data extraction, and cleansing tasks, ensuring smooth transitions.
• Document project blueprints, coordinate user testing, and facilitate sign-offs.
• Conduct solution testing, troubleshoot system issues, and optimize reports for decision-making processes.
• Deliver user training and maintain customer support with timely ticket status updates.
• Configure systems and facilitate clear communication with stakeholders.
• Operate finance applications, including managing premiums and posting returned debits.
• Identify process improvement opportunities through user feedback and performance metrics analysis.
• Enhance user experience via support, training, troubleshooting, and effective communication of system changes.
• Mentor junior team members on system administration best practices, fostering a collaborative learning environment.
• Collaborate with cross-functional teams to develop innovative solutions for complex technical challenges.
• Lead the migration from legacy systems to modern platforms, minimizing operational disruptions.
• Troubleshoot critical issues quickly, ensuring high system performance and reliability.
• Coordinate seamless system upgrades, minimizing end-user impact.
• Provide exceptional technical support to internal stakeholders, resolving issues promptly and accurately.
• Establish communication channels between IT and end-users for efficient technical issue resolution.
• Boost productivity through customized training programs tailored to user needs and skill levels.
• Document support procedures, processes, and solutions in centralized systems, enabling user self-service.

• 2nd level Customer Support
• Report writing
• Service Desk / Ticketing System
• System Configuration
• Policy Schedule Designing, Editing and Implementation
• Installation and Maintenance of the system
• Managing the ticketing system
• System Integration
• Client billing.
• Identified opportunities for process improvements by analysing user feedback and monitoring key performance metrics closely.
• Reduced downtime by proactively identifying potential system vulnerabilities and addressing them promptly.
• Enhanced system efficiency by optimising software configurations and hardware installations.
• Provided exceptional support services to external stakeholders by resolving technical issues quickly and accurately.
• Mentored junior team members in best practices for system administration, fostering a supportive learning environment.
• Identified opportunities for process improvements by analysing user feedback and monitoring key performance metrics closely.
• Troubleshot critical issues swiftly, maintaining a consistently high level of system performance and reliability.
• Coordinated seamless system upgrades while minimizing negative impacts on end-users'' experiences or workflow disruptions.
• Boosted productivity through customized training programs tailored to individual user needs and skill levels.
• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
• Streamlined IT processes with the integration of cutting-edge technologies and automation tools.

• 1st line Customer Support
• Service Desk / Ticketing System
• System Support
• User Training
• System Configuration
• Managing client SLA
• Report writing.
• Worked effectively in both independent and team environments to exceed IT goals.
• Monitored, tracked and prioritized new work requests at Help Desk within set response times.
• Reduced downtime for users by providing efficient remote and on-site support services.
• Played an instrumental role in streamlining incident management processes through effective incident categorization and prioritization techniques.
• Optimized help desk operations through thorough analysis of ticket trends and implementing targeted process improvements.
• Offered technical guidance and advised users of alternative approaches when troubleshooting.

• • Manage meetings and appointments
  • CIPC registration (Company Registrations)
  • Sending out Legal mails and couriers
  • General administrative duties such as filing, emailing and typing of correspondence documents
  • Drafted meeting agendas, minutes of meeting and executed follow-up for meetings and team conferences
  • Responding to telephonic and in-person requests for information
  • Managed day-to-day calendar for Commercial and Corporate Lawyer
  • Received and distributed faxes and mail in timely manner
  • Received and screened internal and external communications, including emails
  • Planned travel arrangements for Commercial and Corporate Lawyer.

• Managed approximately 40 incoming calls, emails and faxes per day from customers
• Dealing with incoming faxes, emails and mail correspondence on behalf of senior managers
• Preparing of municipal documents, briefing papers, reports and presentations
• Maintaining office systems, including data management.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Responded to inquiries from callers seeking information.
• Resolved customer problems and complaints.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Handled cash transactions and maintained sales and payments records accurately.
• Managed multiple tasks and met time-sensitive deadlines.
• Corresponded with clients through email, telephone, or postal mail.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Maintained confidentiality of information regarding clients and company.
• Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
• Assisted with planning office events and meetings for smooth execution.
• Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
• Optimized resource allocation by managing inventory of office supplies and reordering as necessary.
• Supported company correspondence by drafting and distributing memos and emails.