Desired Job Title
ITSM ConsultantCustomer Support SpecialistWork Type
Part TimeContract WorkSeasonal WorkFull TimeGig WorkLocation Preference
On-SiteRemoteLocation: Dakar, DK, Senegal
Open to relocation: Yes
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DIDIER MATONDO
Dakar,DK
Work Preference
Summary
Certified ITSM Administrator and Computer Systems Engineer with hands-on experience in IT service delivery and end-user support. Expertise in diagnosing hardware, software, and network issues while adhering to ITIL best practices. Committed to enhancing operational efficiency and user satisfaction in a fast-paced technology environment.
Overview
6
6
years of professional experience
Work History
ITSM Consultant
TABI Group
Sandton, Johannesburg
01.2023 - Current
- Provided end-to-end technical support and configuration of Ivanti Service Manager for enterprise clients, ensuring minimal downtime and high user satisfaction.
- Designed and deployed automated workflows and business rules, streamlining service desk operations and enhancing response times.
- Configured and maintained IT systems through installation, customization, and performance tuning to meet client requirements.
- Built real-time SSRS and Extraction dashboards to monitor IT service performance metrics and KPIs.
- Troubleshot system and user issues across hardware, software, and network environments, applying structured problem-solving methodologies.
- Maintained comprehensive IT documentation and service logs throughout the support lifecycle.
- Delivered user training sessions, empowering end-users to utilize IT systems effectively.
ITSM Trainee
TABI Group
Sandton
01.2021 - 12.2022
- Configured and deployed Ivanti ITSM modules, collaborating with senior engineers on technical implementations.
- Developed operational reports using SSRS and Xtraction to monitor and track service performance metrics.
- Assisted in system testing and user acceptance phases for new IT deployments.
- Managed helpdesk queries, ensuring timely logging, tracking, and resolution of issues within agreed SLAs.
Education
Advanced Diploma - Computer Systems Engineering
Tshwane University of Technology
01-2025
National Diploma - Computer Systems Engineering
Tshwane University of Technology
01-2022
Skills
- Ivanti Service Manager
- Incident Management
- End-User Support
- SLA Management
- ITIL Framework
- Workflow Automation
- Business Rules
- System Configuration
- Deployment
- SSRS
- Xtraction
- Power BI
- SQL
- Windows OS
- SQL
Certifications And Tools
- Certified Ivanti Neurons ITSM Administrator
- Power BI – Data Analytics & Dashboard Development
- Python for Data Science
- Tools: Ivanti Neurons/ISM, Power BI, SSRS, Xtraction, SQL, Microsoft Excel (Advanced)
Additional Information - Current Location
Dakar, Dakar
Personal Information
Nationality: Congolese
Languages
- French, Native / Bilingual
- English, Professional Working Proficiency
Key Project Highlights
- Enterprise Ivanti Implementation: Led full-scale configuration of Service Catalogs and automation engines for multiple high-value enterprise clients.
- SLA Performance Dashboards: Built comprehensive dashboards to monitor incident trends, request volumes, and service delivery performance in real time.
- ITSM Process Automation: Designed logic-based business rules to streamline service desk workflows, significantly reducing manual processing time.
Core Technical Skills
Incident Management, End-User Support, SLA Management, ITIL Framework, Windows OS (7/10/11, System Configuration & Deployment), Basic Network, Ivanti Neurons/ISM, Workflow Automation, Service Catalog, Business Rules, Power BI, SSRS, Xtraction, SQL, KPI Analysis, IT Service Logs, Technical Documentation, UAT Reporting
Timeline
ITSM Consultant
TABI Group
01.2023 - Current
ITSM Trainee
TABI Group
01.2021 - 12.2022
Advanced Diploma - Computer Systems Engineering
Tshwane University of Technology
National Diploma - Computer Systems Engineering
Tshwane University of Technology