Experience

Integrative Enneagram Solutions

• South Africa
• Business Consulting and Services
• 1 - 100 Employee

• Customer Service Department

  • Apr 2023 - Present

  We specialise in Enneagram assessments, products, services and solutions for individuals, teams and organizations. We are passionate about creating intelligent, intuitive and easy-to-use products, underpinned by advanced assessment technology. At the heart of our best-of-breed products lies our iEQ9 Intelligent Questionnaire, used globally by Enneagram practitioners. We specialise in Enneagram assessments, products, services and solutions for individuals, teams and organizations. We are passionate about creating intelligent, intuitive and easy-to-use products, underpinned by advanced assessment technology. At the heart of our best-of-breed products lies our iEQ9 Intelligent Questionnaire, used globally by Enneagram practitioners.



Construct Education

• United States
• E-Learning Providers
• 100 - 200 Employee

• Software Support Analyst

  • 2022 - 2022

  -Construct for Instructure -Ivy League, K12 assistance. -Validate and clarify the issue described in tickets. -Ensure what the user is describing is “real” and not a misunderstanding or user error. -Answer all how-to questions. -Fix all end-user issues that are resolvable through the Learning Management System User Interface (UI). -For simple bugs, reproduce and document reproduction steps before escalating. -Identify which tickets are better suited to a higher-level Analyst and escalate accordingly. -Maintain both high efficiency and high quality of work. -Understanding of Learning Management Systems such as Canvas, Moodle, edX, etc. -Ability to assist users, troubleshoot or resolve technical issues in a virtual environment. -Ability to build and maintain good relationships including developing trusted advisor relationships. -Handling multiple tickets/clients/stakeholders at a time. -Driving continuous improvement in the quality of products and services. -Adapting to situations and understanding new concepts quickly. -Ability to self-motivate and work independently as well as part of a multi-disciplinary team. -Excellent organisational and time management skills and ability to work to deadlines. -Communicate confidently, clearly and effectively, both in written and verbal form. -Exercise a strong customer service mindset. Show less



goFLUENT

• Switzerland
• E-Learning Providers
• 700 & Above Employee

• Corporate English Language Trainer

  • 2022 - 2022

  -Shift Work. -Multicultural exposure. -Develop and deliver English language training programs tailored to the needs of the employees and the company. -Create training materials, such as lesson plans, handouts, and multimedia content, to support the training programs. -Conduct individual and group training sessions for employees, using a variety of instructional methods and technologies. -Evaluate the progress of employees and provide feedback to help them improve their English language skills. -Collaborate with other departments, such as HR and management, to identify areas where English language skills can be improved. -Stay up-to-date with trends and best practices in English language teaching and incorporate them into the training programs. -Monitor and evaluate the effectiveness of the training programs and make adjustments as needed. -Maintain accurate records of training activities and employee progress. Show less



University of the Western Cape

• South Africa
• Higher Education
• 700 & Above Employee

• Psychology Tutor

  • Feb 2021 - Nov 2021

  -Tutor for 2nd and 3rd-year Psychology students -Tutoring research methods and personality psychology over Zoom and other platforms. -Chosen as Class Representative / Assignment Team Leader, etc during my studies at the University of the Western Cape. -Tutor for 2nd and 3rd-year Psychology students -Tutoring research methods and personality psychology over Zoom and other platforms. -Chosen as Class Representative / Assignment Team Leader, etc during my studies at the University of the Western Cape.



Department of Health South Africa

• Hospitals and Health Care
• 700 & Above Employee

• Volunteer Covid-19 Contact Tracer

  • 2021 - 2021

  Western Cape Volunteer for Covid-19 contact tracing while completing Psychology Honours Western Cape Volunteer for Covid-19 contact tracing while completing Psychology Honours



IMPACT RADIUS SA

• South Africa

• Desktop Engineer / Global Service Desk Analyst

  • 2015 - 2017

  -Acting as a single point of contact for all IT-related matters in the Company -Creating and developing a Global Service Desk from the ground up. -Administrating Atlassian applications. -VOIP and Linux Administration. -First and 2nd line support to company locations globally. -Maintaining, Creating and implementing new Service Desk processes. -Creating weekly and biweekly GSD performance reports. -Procurement of new Hardware and Software. -Remote assistance to offices globally in the UK and USA. -Network administration/troubleshooting. -Researching and implementing new technologies to better the GSD and company. Show less



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Service Desk Analyst

  • 2014 - 2015

  Service Desk Analyst for Schröders -Carried out Server and Workstation based administration. -Remotely distribute applications. -Alert the Service Desk of any Server / Network failures or potential failures. -Monitor server and network capacities, ensuring critical thresholds are not exceeded. -Advise Management on the impact of adding various applications/systems on an Ad-Hoc basis. -Communicate all progress of requests to Customers. -Escalate any issues or problems to the Customer Service Desk and Line Manager. -Provide statistical reports to the SD / Ops Manager - daily/weekly/monthly and ad-hoc. -Escalate potential service issues where appropriate. -Provide cover for other service analysts in their absence. -Administrate and track all new requests. -Continually monitor the outstanding workload on the Call management system. -Provide documentation for addition to the site procedures file on all Network Admin tasks. -Ensure that outstanding requests are kept within acceptable levels. -Accurately complete Computacenter forms (holidays, training, sickness, etc). -Monitor Lotus Notes for internal communication and attend Team and Sector meetings. Show less



Remote IT S.O.S.

• Information Technology Specialist

  • 2009 - 2014

  -Remote assistance using ‘LogMeIn’ and ‘TeamViewer’. -Network management using ‘SolarWinds’. -Consulting and Sales -Telephone Support -Level 1 and 2 Desktop Support to SMEs. -Remote assistance using ‘LogMeIn’ and ‘TeamViewer’. -Network management using ‘SolarWinds’. -Consulting and Sales -Telephone Support -Level 1 and 2 Desktop Support to SMEs.



Freelance

• Information Technology Service Desk

  • 2009 - 2009

  Open web service desk Support Open web service desk Support



Dialogue

• Israel
• Software Development
• 1 - 100 Employee

• Dialler Administrator

  • 2008 - 2009

  -Coordinate dialler and technical support set-up. -Implement best practice management of dialler data. -Load jobs/campaigns and live monitoring of agents, giving feedback to Management. -Investigate and implement optimised processes to enhance efficiency and productivity. -Investigate faults and enquiries within SLA. -Produce reports to detail dialler campaign effectiveness. -Analysing reports by interpreting results; recommending measures to increase dialler campaign management effectiveness. -Manage relationships with various stakeholders. -Assist in the alignment of dialler campaigns to sales objectives; Debrief and review campaigns from a dialler perspective. -Ensure standard operating procedures are in place for dialler Management. -Internal training, on the dialler process, at all levels, within the Call Centre departments. Show less



Domain Tech Consultancy

• Cape Town, Western Cape, South Africa

• Senior Helpdesk Engineer

  • 2008 - 2008

  Level 1 – 3 desktop and server support -Call Centre environment Level 1 – 3 desktop and server support -Call Centre environment



Platinum Africa Solutions Limited

• Ghana
• Business Consulting and Services
• 1 - 100 Employee

• Junior Engineer

  • 2007 - 2008

  -All helpdesk-related queries. Ensuring all calls are closed within the required SLA. -Setting up and maintaining technical infrastructure for existing and new Call Centre offices. -All Microsoft platforms, also Internet-based software / Anti-virus software and related apps. -Bulk installation of new Linux and the maintenance thereof. -Assisting senior Engineers to ensure the smooth running of all operations, including remote support for other Branches. -Stock keeping, ordering of all hardware; and keeping all administrative work up to date. Junior Systems Engineer (E-Products) -Setting up and maintaining the Business Information Centre consisting of over 200 computers in order to display Company Stats. I oversaw the successful implementation of this project, in conjunction with the Maintenance team. Setting up of Camera PCs and the maintenance thereof too. Show less



The Home IT Help Desk

• Cape Town, Western Cape, South Africa

• Desktop Support Consultant

  • 2006 - 2007

  Responsible for all call management as well as prioritising calls depending on the intensity of the client’s concern. Responsible for all call management as well as prioritising calls depending on the intensity of the client’s concern.



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• Cape Town, Western Cape, South Africa

• Desktop Support Consultant - While studying IT Engineering fulltime @ CTI/ Pearson

  • 2005 - 2006