Managed Services Specialist

• Sep 2022 - Present

Senior Network & IT Specialist

• Jun 2021 - Sep 2022

Including all the duties I've had before, I now also manage a network of 300+ clients by myself. This includes but is not limited to: - Maintaining network security. - Ensuring backhaul capacity and sector capacity are adequate to customer needs. - Maintaining the routing of traffic to avoid traffic bottlenecks. - Planning the deployment of new high sites, including the programming of the router boards required. - Upholding standards on the network in terms of radio programming from new client installs to backhauls. I'm also learning more about administrating office 365 accounts and dealing with more IT-related queries when the network is performing as it should. Show less

Tier 2 Help Desk Representative

• Aug 2015 - Apr 2021

• Offer excellent first line support to customers • Take initial call from users • Log tickets for all client enquiries and escalate as and when necessary • Address basic and advanced customer enquiries • Supply clients with general information regarding their service and internal networks • Accurately screen incoming calls, redirecting calls and taking messages • Document and record basic processes, as well as required external escalation steps and contact information. • Respond to client’s enquiries within 1 hour • Resolve client enquiries within 1 hour or escalating enquiries after 30 minutes • Assist internal clients with escalated enquiries, (i.e. Agents, Field services, Sales Department, Field Operations) • Plot wireless clients to towers and assessing their signal quality to ensure client connections are in spec and optimal. • Improving your knowledge and sharing your knowledge with others Show less

Trainee Manager

• Jan 2014 - Jul 2015

Money Market Training: Booking Tickets (bus, flight, entertainment, etc.), Money Transfers, Account Payments, Lottery Pay-outs, etc. Supervisor Course: To manage and control the employees assigned under me to maximise efficiency and time management. Back End Receiving: To receive goods and capture invoices on the system, including but not limited to returns, wrong sent and shortages. Workforce Management – Motivation & Leadership: Essential human management skills to motivate and lead employees placed under your supervision. PNL understanding: Working with and understanding financial statistics and budget requirements. Show less