Siphiwe Sikhakhane
Management Information Systems at University of Zululand
South Africa
Hi, I'm Siphiwe Sikhakhane!
IT Consultant at AppCentrix
IT graduate with a BCom in Management Information Systems and multiple certifications in cloud and network technologies, I bring a wealth of expertise to the table. My professional journey began as a Technical Administrator at a Telematics company, where I excelled in providing exceptional telephone, email, and SMS customer service. Later, I transitioned to an IT Operator role at an Enterprise Intelligence company, honing my skills in complex system problem-solving. My passion lies in creating and delivering software-based solutions—from conceptualization to ongoing support and continuous improvement. I thrive in diverse environments, collaborating with various teams and leveraging my research, planning, design, and implementation abilities. Whether working independently or in a team, I embrace challenges and drive results. Described as a Creator, Initiator, and Operator, I combine creative thinking, action-oriented execution, and meticulous attention to detail. During my free time, other than gaming I actively pursue personal development through IT, AI/ML, and personal growth courses. My curiosity extends to cybersecurity and staying abreast of tech trends through webinars and self-guided learning. Confident in my ability to contribute significantly to any organization, I am eager to leverage my knowledge and experience.
Experience
AppCentrix
IT Consultant
March 2022 - March 2023
Acted as the first point of contact for helpdesk tickets, ensuring timely resolution.
- Delivered technical support to end-users via phone, email or remote access for over 20+ out-of-the-box integrations, and incident responses, ensuring 99%system uptime for clients and achieving 95% SLA.
- Troubleshot and resolved issues with Access Points, Wi-Fi connections, and core infrastructure, reducing downtime.
- Monitored system performance daily, addressing security and usability concerns.
- Collaborated with internal teams to escalate complex issues, keeping clients and colleagues informed of progress.
Cartrack
Technical Scheduling Administrator
March 2020 - July 2021
Managed 100+ daily inbound and outbound calls and emails with customers professionally and courteously while maintaining a clean QA score.
- Resolved 85% of customer complaints and inquiries with first-time call resolution, consistently meeting service level agreements (SLAs).
- Coordinated and assigned daily tasks to technical staff, ensuring adherence to deadlines.
- Maintained and updated Excel reports, tracking technician schedules and task completion.
- Collaborated with departments such as Control Room, Sales, Fleet, and Customer Care to streamline processes and improve operational efficiency.
Certificates & Badges
No certificates or badges added
Projects
No projects added
Languages
English
Professional
Xhosa
Intermediate
Zulu
Professional
Skills
Communication between various layers
Office 365
Cloud Computing Services
Amazon Elastic Compute Cloud (Amazon EC2)
Microsoft Azure
Interpersonal Skills
Prioritization and Risk Assessment
Consulting
IT
AI / ML
Collaborative Technologies
Collaboration
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