Salini Sallie Smart
IT Specialist
Gaborone
Summary
Proven IT Helpdesk professional from Post and significantly enhanced helpdesk operations and customer satisfaction. Leveraged ITIL framework and exceptional problem-solving skills to streamline incident management, achieving faster resolution times. Committed to continuous improvement and professional development, consistently exceeds employer expectations.
Overview
13
13
years of professional experience
Work History
IT Specialist
Post
03.2016 - Current
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Coordinated closely with other departments during major incidents or outages to provide comprehensive support throughout the recovery process.
- Actively participated in team meetings and contributed ideas for process improvements, resulting in a more efficient and effective helpdesk operation.
- Served as liaison between IT department and end-users, facilitating smooth escalation of complex issues when necessary.
- Provided basic end-user troubleshooting and desktop support.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Activated accounts for clients interested in new services.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Scheduled staff and delivered training materials and information.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assisted with updating technical support best practices for use by team.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
Agency Officer
Post
03.2013 - 06.2016
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Prepared and submitted detailed reports regarding assignments and ongoing investigations.
- Supervised, directed and evaluated assigned staff members and newly hired officers.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Wrote detailed narrative reports for use in investigations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
IT Intern
Botswana Post
07.2011 - 02.2013
- Supported IT department in handling technology rollout and maintenance.
- Provided technical support, resolving IT issues to maximize productivity for team members.
- Completed assigned tasks ahead of schedule, demonstrating strong time management skills and commitment to project success.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Collaborated with other departments to identify and solve software issues.
Education
ITIL
ITIL
Online02.2024
Postgraduate Certificate - Enterprise Risk Management
Botswana Accountancy College
Botswana 04.2001 -
Bacherors Degree In Computing - Software Engeering, Botswana
The Open University
India 04.2001 -
Skills
Network Troubleshooting
End-User Training
Problem-Solving
Time Management
Problem-solving abilities
Troubleshooting Network Issues
Help Desk Support
Multitasking Abilities
Excellent Communication
Technical Troubleshooting
Time management abilities
Effective Communication
Adaptability and Flexibility
Team Collaboration
Attention to Detail
Problem-solving aptitude
Hobbies
Reading
Exploring technology
Phonography
Outdoor activities
Gardening
Playing Mind games
References
Lebonetse Dikgang
IT services Team Leader
Botswana Post
ldikgang@botswanapost.co.bw
+267 76794403
Nicholas Mashumba
Business Support Manager
Botswana Post
nmashumba@botswanaapost.co.bw
+267 73395555
Timeline
IT Specialist
Post
03.2016 - Current
Agency Officer
Post
03.2013 - 06.2016
IT Intern
Botswana Post
07.2011 - 02.2013
Postgraduate Certificate - Enterprise Risk Management
Botswana Accountancy College
04.2001 -
Bacherors Degree In Computing - Software Engeering, Botswana
The Open University
04.2001 -
ITIL
ITIL
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