It may be a cliché, but dynamite comes in small packages – and this couldn’t be truer when it comes to Mandy. If you hear a click-clack of heels in IT’s passageways, you’ll know that this small package is on another mission to get things done.

Mandy started at Information Technology in 2006, mainly just to help out, but was given the opportunity to join as permanent staff member in 2008. After these eight years, she’s the only woman left among the seven service desk guys, but this Snow White holds her own.

The road to IT had a few twists and turns and it started in 1999 with an application to UWC for a BA degree. Mandy planned on studying Journalism, but she soon found out that it wasn’t quite what she wanted to do. Being a journalist for your school’s newspaper is quite different than studying journalism and doing the real course work. It wasn’t long before she changed her major to Psychology – which was really her calling. Unfortunately she had to give up her studies due to personal reasons.

This year she and Adrian celebrates their tenth anniversary and they have a daughter in grade 4 at de Kuilen Primary. Outside IT she spends most of her time with my family, something she believes in doing as often as possible.

“I call myself a jack of all trades.”

“I was in the retail industry for a while I guess that’s where I got my niche – to offer good customer service, and to pay attention to detail.”

She’s even applied her skills as a dental assistant – “quite an interesting experience”.

“But I needed more job satisfaction, so I enrolled myself in some Basic computer classes, and I guess that’s where my journey began.”

Currently she is a helpdesk agent, and her core duties are to answer calls, log the incidents, do 1^st level support, but her job description goes a bit further than that. She also does network administration and software enquiries and is responsible for the Microsoft IT courses, which includes the registrations, bookings, administration, and course enquiries. And that’s her role at IT in a nutshell.

“The best part of my job is the satisfaction that you get when you are able to solve a user’s problem. I guess that is probably our main goal at the end of the day!”

The less pleasant aspect of the job is when all systems just stop working and receive hoards of calls from users demanding answers.

In spite of the stressful moments, there are lighter moments. Like when she facilitates a remote session (VNC) with a new staff member. “”They get such a fright when the mouse moves on their machine, the reaction that you get is priceless.”

“”Being in the IT environment has taught me so much. It’s a place where I have learned to voice my opinions and to swim in the deep end. Every day challenges you, and at the same time it creates a learning curve.”

IT SERVICE DESK CONTACT DETAILS Phone: +27 21 808 4367 E-mail: helpinfo@sun.ac.za (enquiries) help@sun.ac.za (to log an error) Skype: handle = ITStellenUni Twitter: handle = ITStellenUni Web: www.sun.ac.za/itselfhelp Blog: www.sun.ac.za/infoteg

Dinamiet kom in klein pakkies – dit mag  nou wel `n cliche wees, maar dis waar as Mandy ter sprake is. As jy `n geklik-klak van hakke in IT se gang hoor, kan jy maar weet dié klein pakkie is op `n missie om iets gedoen te kry.

Mandy het aanvanklik in 2006 net tydelik by IT aangesluit as Dienstoonbankagent, maar teen 2008 is sy permanent aangestel. Na die agte jaar is sy die enigste vrou wat oorgebly het tussen die sewe ander hulptoonbank-manne, maar hierdie Sneeuwitjie laat haar nie onderkry nie.

Die pad tot hier het `n paar interessante wendings gemaak voordat Mandy haar nis by IT gevind het. Dit het in 1999 begin met `n aansoek by UWK vir `n BA-graad, met die doel om joernalistiek te studeer. Sy het egter gou agtergekom dat haar verwagtinge, gebaseer op haar betrokkenheid by `n  skoolkoerant en realiteit verwyderd van mekaar was. Kort voor lank het Joernalistiek verander na Sielkunde, maar weens persoonlike redes moes sy ook dit, haar eintlike roeping, opgee.

Sy en Adrian vier dié jaar hul tiende huweliksherdenking en het `n dogter wat in graad 4 by De Kuilen Laerskool is. Familie is vir haar belangrik en sy glo daarin om so veel moontlik kwaliteit-tyd saam met hulle te spandeer.

“Ek noem myself `n alspeler, `n “Jack of all trades”.”

“Ek was in die kleinhandel-industrie vir `n tydjie …. ek skat dis waar ek my sterkpunt ontdek het – om goeie kliëntediens te bied en aandag te gee aan detail.”

Sy het selfs al as `n tandartsassistent gewerk – `n “heel interessante” ervaring!

“Maar ek het meer werkstevredenheid gesoek en ingeskryf vir `n paar basiese rekenaarklasse en ek raai dis waar my reis eintlik begin het …”

Op die oomblik is Mandy `n dienstoonbank-agent en haar hooffunksies is om oproepe te beantwoord, insidente aan te teken en eerste vlak gebruikersondersteuning te gee. Maar dit sluit `n bietjie meer as dit in. Sy behartig ook netwerkregistrasies en sagteware navrae en daarmee saam is sy verantwoordelik vir die Microsoft IT-kursusse. Sy behartig die registrasies, besprekings, administrasie en kursusnavrae. Dis haar rol by IT in `n neutedop.

“Die lekkerste deel van my werk is die bevrediging wat jy kry as jy iemand se probleem kan oplos. Op die ou end is dit tog die hoofdoel van ons werk!”

Die minder lekker deel is wanneer belangrike stelsels skielik net ophou werk en gebruikers antwoorde soek.

Ten spyte van die stresvolle tye, is daar darem ligter oomblikke. Soos wanneer jy vir die eerste keer `n afstandsessie (VNC) doen met `n nuwe gebruiker. “Hulle skrik SO groot as die muismerker skielik vanself op die rekenaar beweeg. Daardie reaksie is kostelik.”

“Om by IT te werk, het my so baie geleer – dis die plek waar ek geleer het om my opinie te lug en in die diep kant te leer swem! Elke dag daag jou uit, terwyl dit aanhou om `n leerkuwe te skep.”

IT DIENSTOONBANK KONTAK DETAILS

Tel:: +27 21 808 4367
E-pos: helpinfo@sun.ac.za (navrae)
help@sun.ac.za (foutaanmelding)
Skype: handle = ITStellenUni
Twitter: handle = ITStellenUni
Web: www.sun.ac.za/itselfhelp
Blog: www.sun.ac.za/infoteg

“To work in IT is like being on another planet every day”

Petro Uys, the IT Service desk’s manager and all round sympathetic ear, started her career at the university long before Information Technology.

After completing an Honors degree in Counselling Psychology she starts working as a data capturer at Student Records in 1985, where it was her task to store student data on microfiche. Rex van Staden, her manager at the time, recognised her interest in technology and computer skills – an early indication of the direction her career would take eventually.

After a stint at Courses and a short break to be a full-time mom, she accepts a position at Huis Horison, a home for disabled adults, as, amongst others, a book keeper. In these four years Petro and her family become closely involved in the lives of the home’s inhabitants.

However, the computer bug has bitten and even before joining IT, Petro teaches computer classes at two primary schools in the Western Cape between 1994 and 1996.

In April 1996 she starts at the IT helpdesk and here it all begins – first as helpdesk  agent, then support specialist and eventually as manager.

During the following 18 years she learns to think analytically,  handle any complaint and sharpens her problem solving skills. Benette Kriel plays a cardinal role as mentor in these initial years as support specialist.

“I’m extremely thankful for the training opportunities IT has given me. In this environment you have to be willing to push through and not be discouraged by obstacles. IT offers limitless opportunities and with the necessary interest and passion, there’s a spot for anyone in the IT field.”

Every day at IT is different. Technology constantly grows and it’s the dynamic of a changing environment she enjoys.

“To do the same work every day, would be extremely monotonous. The most apt comparison I’ve come across was – to work for IT is like being on a new planet every single day. Your basic survival elements are there, but the rest is always new.”

She still remembers the day when someone called the helpdesk asking for “call-a-housewife” or one academic whose office was covered with cigarette stumps everywhere.

Crawling on the floor to connect cables or carrying around heavy equipment across campus wasn’t unusual. To work in a traditionally male dominated world did have it’s advantages. It’s taught her to be strong, stand up for her rights and be prepared for any given situation.

Petro’s unlimited supply of patience and her accessibility ensures she gets along with practically every personality type.  Difficult clients are a challenge and provide the perfect opportunity to practice her love for people and technology.

Communication in an IT environment remains difficult and something one has to work on continuously. “On campus there still exists a misconception about what exactly IT does. We’re not a profitable department trying to extort users. They should have the confidence to contact us – we really want to help and at least make their technological lives easier!”

IT does not function as a separate entity, it supports the university as a business. After completing the ITIL (Information Technology Infrastructure Library) exams in 2009, she came to the conclusion ITIL would be the best framework to align IT with the university as a business.

As a mother of three daughters, who are mostly settled on their own, she, nowadays, just enjoy the restfulness with her husband, Jannie. But when she’s not busy on the phone, you’ll find her cycling – she’s even completed 9 Cape Argus cycling tours.

Just to keep things interesting, she’s also currently working on her MPhil in Management Coaching which will enable her to apply her people skills and experience even better.

IT SERVICE DESK CONTACT DETAILS Phone: +27 21 808 4367 E-mail: helpinfo@sun.ac.za (enquiries) help@sun.ac.za (to log an error) Skype: handle = ITStellenUni Twitter: handle = ITStellenUni Web: www.sun.ac.za/itselfhelp Blog: www.sun.ac.za/infoteg

“Om vir IT te werk is soos om elke dag op ‘n nuwe planeet te wees.”

Petro Uys, IT Dienstoonbank bestuurder en alombekende simpatieke oor, se loopbaan by die universiteit strek veel verder terug as net die afgelope agtien jaar by Informasietegnologie.

Na die voltooiing van haar Honneursgraad in Voorligtingsielkunde begin sy in 1985 as datavaslegger by Studenterekords, waar dit haar taak is om studentedata op microfiche te stoor. Rex van Staden, haar destydse hoof, merk op dat sy `n buitengewone belangstelling in en vaardigheid met rekenaars het en speel `n beduidende rol in die rigting wat haar loopbaan inslaan.

Na `n draai by Kursusse en `n breuk om ma te wees, aanvaar sy `n halfdagpos by Huis Horison, ‘n tehuis vir volwasse gestremdes, as, onder andere, boekhouer. Vier jaar volg waartydens Petro en haar familie nou betrokke raak by die tehuis se inwoners.

Die rekenaargogga het egter gebyt en selfs voordat sy by IT beland, bied sy rekenaarklasse aan by twee laerskole in die Wes-Kaap vanaf 1994 tot 1996.

In April 1996 begin haar IT-loopbaan by die destydse hulptoonbank  – eers as hulptoonbankagent, daarna ondersteuningspesialis en later as bestuurder.

Gedurende die 18 jaar leer sy om analities te dink, haar probleemoplossingsvaardighede te slyp en gebruikers se navrae soomloos kaf te draf. Benette Kriel se mentorskap in die aanvangsjare as ondersteuningspesialis, bly haar steeds by.

“Ek is baie dankbaar vir al die opleidingsgeleenthede wat IT US vir my gegee het. In die omgewing moet jy bereid wees om deur te druk en jou nie deur struikelblokke te laat onderkry nie.Dit bied legio geleenthede en met die nodige belangstelling en passie, is daar vir ieder en elk `n plek binne hier.

Elke dag is anders en tegnologie bly ontwikkel. Hierdie dinamika is vir haar lekker. “Om elke dag dieselfde werk te doen, sou sieldodend wees.”

“Die beste vergelyking wat ek nog daarvoor gekry het was: Om vir IT te werk, is soos om elke dag op ‘n nuwe planeet te wees.Die basiese oorlewingselemente moet daar wees, maar verder is alles nuut.”

Sy onthou hoe, destyds by die hulplyn, `n verwarde persoon geskakel en gevra het,  “Is this call-a-housewife?”, en ook die akademikus wie se kantoor bestrooi was met sigaretstompies.

Om op die grond rond te kruip om rekenaarkabels te koppel, of swaar toerusting op kampus rond te dra, was niks eienaardig nie. `n Tradisionele manswêreld het egter sy voordele. Sy het geleer om sterk te wees, op haar regte te staan en voorbereid te wees vir enige situasie.

Petro se onuitputbare geduld en toeganklike geaardheid verseker dat sy oor die weg kom met feitlik enige persoonlikheid. Moeilike kliënte is vir haar `n uitdaging en bied `n goeie geleentheid om haar liefde vir mense en tegnologie te beoefen.

Kommunikasie in `n IT-omgewing bly `n tameletjie en moet deurlopend aan gewerk word. “Daar bestaan steeds `n wanpersepsie op kampus oor wat IT presies doen. Ons is nie `n winsgewende afdeling wat gebruikers wil uitbuit nie. Gebruikers moet asseblief die vrymoedigheid hê om ons te kontak – ons wil regtig help en hulle tegnologiese lewens maklik maak!”

Petro glo dat IT nie `n entiteit op sy eie is nie, maar die universiteit as `n besigheid moet ondersteun. Met die voltooiing van die ITIL (Information Technology Infrastructure Library ) bestuurseksamens in 2009 het sy ook besef dat ITIL die beste raamwerk is om te volg om IT te belyn met besigheid.

As die ma van drie dogters, wat grotendeels nou al op hul eie gevestig is, geniet sy deesdae die rustigheid saam met haar man, Jannie. Maar wanneer jy haar nie op die telefoon sien nie, is sy `n kranige fietsryer wat al 9 Cape Argus fietstoere voltooi het.

Daarbenewens is sy tans besig om ‘n MPhil in Management Coaching te voltooi, sodat sy al haar mensekennis en ervaring ten volle kan benut.

IT DIENSTOONBANK KONTAKDETAILS

Foon: +27 21 808 4367
E-pos: helpinfo@sun.ac.za (navrae)
help@sun.ac.za (foutaanmelding)
Skype: handle = ITStellenUni
Twitter: handle = ITStellenUni
Web: www.sun.ac.za/itselfhelp
Blog: www.sun.ac.za/infoteg