Takudzwa Danda
Wroclaw
Summary
Experienced global service provider and Service Desk representative with a strong focus on customer satisfaction and meeting internal and external requirements. Passionate, confident, and driven by a can-do attitude, always striving to support and care for others. Equally comfortable working independently or as part of a team. Skilled at breaking down complex processes and explaining them in a polite and understandable manner. Proficient in Microsoft productivity applications, Dispatch, ServiceNow, Workday, SAP, Ariba, and eager to expand knowledge and skills in new applications and platforms to continuously improve and grow personally.
Overview
6
6
years of professional experience
Work History
Associate, Ariba Support, Purchase to Order (PTO)
Smith and Nephew
02.2024 - Current
- Developing and optimizing procurement and approval workflows
- Assisting with invoice reconciliation and invoice exceptions from suppliers/vendors
- Purchasing via Ariba guided buying or PTP and Candex
- Troubleshooting Ariba WalkeMe issues
- Utilizing Ariba Test environment for catalog issues, Ariba Network environment to check failed PO's
- First line to assist users with questions regarding raising a purchase order or amending existing order.
- Ensuring information in SAP is synchronizing with Ariba especial after a supplier has been onboarded.
IT Service Desk Agent L1
Smith and Nephew
09.2022 - 02.2024
- Logging incidents received via phone, chat and WEB contact channels in ServiceNow within agreed KPI
- Resolving as many incidents as possible on initial contact and confirming fact that issue is fixed with users
- Address user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available
- Following and contributing to existing Knowledge base modification
- Accurate usage of PC remote control tools to assist user in resolving computer issues
- Dealing with user requests and leading them through the relevant process steps
- Perform user Access Management related duties via ServiceNow and other available tool
IT Service Desk Agent
Hemmersbach IT Central Support z o.o
10.2021 - 10.2022
- Scheduling and dispatching engineers in our company from different countries to go to the customers location and work on defined issues on IT device
- Speaking with customers directly to resolve problems and to come up with a better service
- Using emails and calls to contact engineers, Customers and Partners
- Being in charge of communications within company assigned territories
- Organizing work requests, customer requests, completed work requests and validating work done
Ryanair Customer Representative
Transcosmos IT and Services
01.2019 - 08.2019
- Assisting customers travelling with Ryanair services with catalog information on chats
- Booking reservations on behalf of clients and solving client issues faced during online flight booking
Education
Bachelor's - BBA in Business Administration
University of Banking and Management (WSB)
06.2022
High school or equivalent - Geography, History, Divinity and Advanced English.
Hartzell High School
Mutare, Manicaland11.2017
High school or equivalent - GSE - General Secondary Education ( Mathematics, English, Literature, Geography, Integrated Science, History, Agriculture, Divinity and Shona language)
St Augustine’s High School
Mutare, Manicaland11.2015
Skills
- Fast learner (Earned Bright beginner award and a Certificate at Smith & Nephew)
- Time awareness
- Ability to break down process
- Networking
- Communicative
- Problem solving at first hand
- Professional and Sincere
Interest
- Formula One
- Football
- Travelling
- Playing video games
Timeline
Associate, Ariba Support, Purchase to Order (PTO)
Smith and Nephew
02.2024 - Current
IT Service Desk Agent L1
Smith and Nephew
09.2022 - 02.2024
IT Service Desk Agent
Hemmersbach IT Central Support z o.o
10.2021 - 10.2022
Ryanair Customer Representative
Transcosmos IT and Services
01.2019 - 08.2019
Bachelor's - BBA in Business Administration
University of Banking and Management (WSB)
High school or equivalent - Geography, History, Divinity and Advanced English.
Hartzell High School
High school or equivalent - GSE - General Secondary Education ( Mathematics, English, Literature, Geography, Integrated Science, History, Agriculture, Divinity and Shona language)
St Augustine’s High School
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