Experience

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  Outworx Contact Centre

  • Umhlanga, KwaZulu-Natal, South Africa

  • IT Team Leader

    • Jan 2023 - Present
    • Umhlanga, KwaZulu-Natal, South Africa

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  BT

  • Network Support Engineer L1

    • Apr 2017 - Present

    Works on the customer service Desk and pro-actively make calls to resolve customer issues.Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).Proactive monitoring of Alarms to track the customer interfaces/elements.Logging into the respective PE and CE routers to check the interfaces.Engaging the 2nd Level technical team in a timely, efficient manner with first level diagnostics and steps updated in the ticket like power checks, PE &CE checks etc.Maintain Quality standard of ticket management like CAF, TSDANCS, ticket status etc. To keep and maintain the MTTR, RFT and T2R as set by managementClose coordination with all suppliers and stakeholders via phone and mail till fixing of any Incident for quick restoration and periodic updates. Close coordination with respective node and field support team for respective customers.Collecting and chasing for the inputs from all concerned teams to periodically update the Ticketing tool.KCI (Keeping customer informed) using phone, email & SMS, based upon the ticket priority.Raise the Change management & Problem management Ticket where necessary and pass it to next level team.Initiate bridge calls where necessary where technical assistance apart from L1 is not requiredRaising flag to concerned team in case of frequent or repetitive fault.To provide basic technical support and response to customer queries To perform periodic escalations with supplier and BT internal management team till the resolution of incident management. Monitor the functional mailbox all times during shift for any new Emails, requests or ticket updates. Check the mailbox for any new updates from any resolver group or stakeholder before working on assigned ticketsLog on to NGCC and maintain productivity status all timesTo attend the internal meetings to improve the support and process to BT customers.To update the

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  netVendor

  • Durban, KwaZulu-Natal, South Africa

  • System Support Engineer

    • Oct 2021 - Dec 2022
    • Durban, KwaZulu-Natal, South Africa

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  Nedbank

  • EUC Support Engineer

    • Jul 2012 - Mar 2017

    Pc Repairs and Maintenance, Building Up Of PC’s, Troubleshooting, Installation of Point of Sale, Provide I.T. support for bank staff, Troubleshooting I.T. faults Hardware and Software. Logging of I.T. faults and change control requests (MACS), Resolve I.T. faults and other PC related queries from Nedbank staff, Escalate cases out of SLA with LAN tech’s and back offices, Following up on faults not attended to and providing feedback to customers. Providing Day-To-Day Support To Users In a Network Environment, Desktop Support On Microsoft Windows 95, 98, NT 4.0 Workstation, 2000 Pro & XP Pro, windows 7, windows 8,troubleshooting motherboard problems and examining memory and hard drive problems, Assembling new computers, Installation, Configuration & Troubleshooting Of Local and Network Printers, Installation, Configuration & Support on Microsoft Products, Troubleshooting Software Related Issues Using Remote Control Software, Connecting Users To The Network Domain & Ensuring Group Policies are effective, Installation Of Service Packs, Security Patches & Virus Updates, Installation, Configuration & Support On In-House Applications, Relocation Of Computers & IT Equipment. Ensure that all knowledge is shared amongst peers & assistance is rendered to existing & new staff members, Ensure that agreed SLA (Service Level Agreements) with all Business Clusters are met, Deliver on agreed Business Recovery (Problem / Incident Management) Service Levels, Deliver on agreed MAC Request (Moves, Additions, Changes) Service Levels, Deliver on agreed Service Levels for all assigned Project Requests, Assigning calls to Vendor and following up on the call to keep our users informed, Provide daily feedback to users on all outstanding Faults / MACs and update Service Center as proof, General administration: Completion of Monthly Overtime Claims, Mileage, Attendance Registers, Support and troubleshoot various software’s/application, Avaya telephony, Microsoft Office; Rightfax, Scopus, Oracle,

  • IT Helpdesk Consultant

    • Jan 2007 - Jun 2012

    Current Outputs: Provide I.T. support for Nedbank staff Troubleshooting I.T. faults Hardware and Software.Logging of I.T. faults and change control requests(MACS)Resolve I.T. faults and other PC related queries from Nedbank staffEscalate cases out of SLA with LAN tech's and back officesFollowing up on faults not attended to and providing feedback to customers.

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  Nedbank Ltd

  • Merchant POS Consultant

    • Jan 2001 - Dec 2005

    Current Outputs Offering technical assistance to business that use Nedbank point of sale devices. Placing order for stationery. Sorting out some of their administration when they have queries that relate to their business accounts that are linked to the speed point devices.Initiating the sale process when businesses would like to acquire Nedbank point of sale devices.In addition supporting American Express merchants. Initiating the sale process. Handling their administration queries.Provide technical support for Nedlink credit card machinesTracing of transactions via Internet Banking