Nonia Madisa

Mamelodi East, Pretoria, 0122

gigz.co.za/noniamadisa97

Summary

Driven and service-oriented IT professional with two years of hands-on experience in technical support, system monitoring, and IT operations within enterprise environments. Experienced in first-line user support, incident handling, documentation, and system health monitoring. Skilled in troubleshooting hardware and software issues, supporting business users, and maintaining secure, reliable IT systems. Dependable, detail-oriented, and eager to grow within IT support, infrastructure, and cybersecurity.

Experience

Freelance Technical Helpdesk Support Agent · The Invigilator · Sep 2025 – Jan 2026
  • Provided 1st line technical support via chat-based platform (Trengo), managing and resolving incidents and service requests
  • Logged, tracked, and updated tickets accurately to ensure timely resolution and proper documentation
  • Troubleshooted user issues related to system access, application functionality, and connectivity
  • Escalated complex technical issues to senior support teams in line with defined procedures
  • Communicated technical solutions clearly to non-technical users, ensuring a positive customer experience
  • Maintained confidentiality and adhere to service standards in a high-pressure remote support environment
Infrastructure Support Trainee (Nonstop Tandem) · ABSA Group Limited · Jun 2024 – April 2025
  • Provided technical support within a large enterprise banking environment
  • Performed continuous system monitoring, health checks, and troubleshooting
  • Logged, tracked, and resolved incidents and change requests using ServiceNow
  • Supported secure user access management in line with SOX compliance
  • Monitored alerts and system risks using Prognosis and XYPRO
  • Assisted with vulnerability management and system patching
  • Installed and managed SSL/TLS certificates to secure server communications
  • Created technical documentation, reports, and operational guides
  • Collaborated with team members to improve operational efficiency and stability
IT Intern · Africa Data Centres · Oct 2023 – Dec 2023
  • Managed IT asset tagging, verification, and updates
  • Maintained accurate asset records and generated reports
  • Supported IT operations and inventory management processes
IT Work Integrated Learning · Softstart BTI · May 2022 – Dec 2022
  • Provided daily first-line technical support to users
  • Installed, configured, and updated hardware and software
  • Assisted users with specialised IT equipment and troubleshooting
  • Ensured systems were operational and ready for daily use
Computer Lab Assistant · Tshwane University of Technology · Sep 2020 – Jul 2021
  • Maintained computer lab functionality and equipment availability
  • Assisted students with hardware and software issues
  • Ensured compliance with lab usage procedures

Education

National Diploma in Information Technology · Tshwane University of Technology · 2022
Matric Certificate · Izikhali Zemfundo Senior Secondary School · 2015

Skills

IT Support & Operations

First-line technical support (remote & on-site environments), Incident, problem, and change management (ServiceNow), Hardware & software installation, configuration, and troubleshooting, IT asset management and lifecycle support, SLA compliance and ticket resolution

Systems, Monitoring & Security

System monitoring, alerts, and health checks, Prognosis Monitoring, OSM, User access management and security compliance (SOX), Vulnerability management and server patching, Phishing awareness and security best practices, SSL/TLS certificate management

Tools & Platforms

Nonstop (Tandem) Systems, ServiceNow, Jira, Confluence, Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams – user support), MrWin6530 Terminal, TACL, XYPRO

Soft Skills

Strong customer service orientation, Clear communication with non-technical users, Documentation, reporting & SOP creation, Attention to detail and problem-solving, User support and basic training

Languages

English, Sepedi, Isizulu