WORK EXPERIENCE
UNIVERSITY OF CAPE TOWN SEPT 2021 -
NTUTHUZELO SHOSHA
Cell: +27 63 750 6730
Email: ntuthuzelos@gmail.com
ntuthuzelo.shosha@uct.ac.za
Cape Town, SA
LinkedIn:
https://www.linkedin.com/in/ntuthuzelo-
shosha-25988414/
OBJECTIVE
Highly motivated Management
Information Systems graduate and
experienced Service Desk Consultant
with a strong background in IT support
and a keen interest in business analysis.
Seeking a challenging position as a
Business Analyst to leverage my technical
expertise, analytical mindset, and
problem-solving skills to drive business
growth and innovation. Aspiring to
contribute my knowledge and experience
in information systems and service desk
operations to gather and analyse
business requirements, identify process
improvements, and deliver effective
solutions that align with organizational
goals.
Committed to leveraging my strong
communication and collaboration abilities
to work closely with stakeholders, cross-
functional teams, and clients to ensure
successful project delivery and
stakeholder satisfaction. Eager to expand
my skill set and contribute to business
transformation initiatives, process
optimization, and strategic decision-
making. Dedicated to continuously
learning and staying updated with
emerging trends and technologies in the
business analysis field.
CURRENT
IT Service Desk Consultant, ICTS CSD
 Efficiently captured and documented an average
of 30 support requests per day, ensuring accurate
information was updated in the call management
system to facilitate effective tracking and
resolution.
 Conducted extensive research and delivered
accurate and comprehensive solutions to
customers primarily via telephone, achieving a
customer satisfaction rating of 95% based on
post-call surveys.
.
UNIVERSITY OF CAPE TOWN| MAY 2021 – SEPT
2021
Secondment Systems Engineer, ICTS EIS:AS
 Developed a Standard Operational Procedures
document for ServiceNow, resulting in alignment
with organisational usage principles, created the
call assignor guide document and modified and
updated the new staff Onboarding process
documentation.
 Generated weekly/monthly reports on system
performance, incidents, and maintenance
activities, providing actionable insights to
management and stakeholders for informed
decision-making.
 Collaborated effectively with cross-functional
teams.
UNIVERSITY OF CAPE TOWN JULY 2013 – MAY
2021
IT Service Desk Consultant, ICTS CSD
 Efficiently captured and documented an average
of 30 support requests per day, ensuring accurate
information was updated in the call management
system to facilitate effective tracking and
resolution.
 Conducted extensive research and delivered
accurate and comprehensive solutions to
customers primarily via telephone, achieving a
customer satisfaction rating of 95% based on
post-call surveys.
 timelines, ensuring seamless integration and
improved system functionality.
UNIVERSITY OF CAPE TOWN MAY 2008 – JUNE
2013
IT Customer Services Representative, ICTS CSD
 Successfully collected and delivered computer
and telephony equipment to over 50 designated
locations within tight deadlines, ensuring timely
availability for end-users.
 Installed, configured, and tested equipment at
customers' desks, completing an average of 10

SOFT SKILLS
- Teamwork
- Communication
- Prioritization
- Customer Service
- Active Listening
- Excellent writing
- Empathy
- Time Management
- Collaboration
- Critical Analysis
- Adaptability
HARD SKILLS
- Data visualisation (Tableau)
- SQL and database querying
- Microsoft Office365
- ServiceNow ITSM system
- Aris Express
- Celonis
- Windows operating Systems
- Ubuntu Operating System
- Mac OS
- Microsoft Project
- Microsoft Visio
- EndNote
- Microsoft Teams
- SAP S4Hanna
- ADO.NET
- ASP.NET
- VB.NET
- HTML
- SQL Server
- XML
- CSS
- JAVA (NetBeans, Eclipse)
- Visual Studio
- Adobe Photoshop
- Adobe Premier
- Packet Tracer
- cPanel
installations per day with a 95% accuracy rate,
resulting in seamless user experience and minimal
disruption.
OLD MUTUAL GROUP| NOV 2004 – SEPT. 2007
MIS Reporting Assistant OMBUS, Old Mutual,
Pinelands
 Provided comprehensive learning technology
support to 50+ end-users per week, addressing
inquiries, troubleshooting issues, and resolving
90% of technical problems within a turnaround
time of 24 hours or less.
 Generated monthly MIS business unit reports,
analyzing and compiling data from multiple
sources, resulting in timely and accurate reports
that provided actionable insights for management
decision-making.
 Demonstrated expertise in data extraction and
exporting to Excel, extracting, and processing
large datasets from diverse sources, resulting in
improved data analysis capabilities, and saving an
average of 4 hours per week in manual data entry.
e-TUAN TECHNOLOGIES| FEB. 2004 – SEPT. 2004
Trainee ASP.NET Web Developer, Cape Town
 Documented technical requirement specifications
for 1 project, ensuring clear and comprehensive
documentation that served as a reference for
development and testing teams, reducing
miscommunication, and enhancing project
efficiency.
 Conducted rigorous code testing, executing 15+
test cases and ensuring the functionality and
quality of code, resulting in a 98% defect-free
code deployment rate, and minimizing system
downtime.
STATS SA| NOV 2001 – JULY 2002
Supervisor, Data processing Centre
 Conducted interviews and training sessions for 10
new data captures, ensuring a smooth onboarding
process and equipping them with the necessary
skills to perform their duties effectively.
 Supervised the data capturing process for a team
of 15 members, ensuring data accuracy and
adherence to established standards, resulting in a
98% error-free data capture rate.
 Motivated and supported data captures by
providing ongoing guidance, addressing queries,
and recognizing their achievements, resulting in
increased productivity and a 15% decrease in
employee turnover.
 AFRICAN BANK| DEC 2000 – OCT 2001
Data Capture, East London
 Captured 100+ Mobile Sales Department credit
business transactions per day with a high level of
accuracy, ensuring seamless processing and
reducing errors by 20%.
 Efficiently operated a switchboard, managing an
average of 100 incoming calls daily, ensuring
prompt and accurate call routing, resulting in a
90% reduction in missed or misdirected calls.

NU METRO| JULY 1999 – OCT 2000

Sales Representative, East London
 Achieved monthly sales targets by consistently
selling 50% of the assigned sales daily quota,
resulting in increased revenue.
 Captured sales transactions with precision and
accuracy, processing an average of 20
transactions per day, ensuring timely order
fulfillment and minimizing errors to less than 1% of
total transactions.

LANGUAGES
English: Proficient Afrikaans: Average
isiXhosa: Advanced seTswana: Fair
EDUCATION
2023 | Cape Town – Rondebosch
ECBA Certification IIBA Online in Progress

2021-2022 | Cape Town – Rondebosch

PG Dip. in MIS: Enterprise Systems &
Business Process Management
University of Cape Town
REFERENCES 2017-2019 | Cabe Town – CBD Incomplete (Part
Time)
Leigh Breda Diploma in Applications Development
Manager IT Service desk
ICTS Customer Services Department Cape Peninsula University of Technology
7 Main Road 2003-2004 | Cabe Town – CBD
UCT, Mowbray National Certificate in Information
Cell: 0726176248 Technology: Systems Development
Megan Abrahams BlueChip Institute of Technology
Senior Manager 1998 | King William’s Town – CBD
ICTS Customer Services Division National Senior Certificate: Business
7 Main Road
Management
UCT, Mowbray
Cell: 079257925 East London College: King Campus