Matete Angelina Seoka
Voice Engineer at rain South Africa- Claim this Profile
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Topline Score
Bio
Credentials
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Freshservice Product Expert Certification
FreshworksSep, 2022- Sep, 2024 -
AWS Certified Cloud Practitioner
Amazon Web Services (AWS)May, 2022- Sep, 2024 -
(ISC)² Candidate
(ISC)²Apr, 2023- Sep, 2024 -
Freshdesk Product Expert Test For Admins
Freshworks
Experience
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rain South Africa
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South Africa
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Telecommunications
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300 - 400 Employee
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Voice Engineer
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Jun 2023 - Present
Level 3 Voice/VoLTE/VoBB Support Level 3 Voice/VoLTE/VoBB Support
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Collinson
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Furniture
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1 - 100 Employee
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Technical voice Engineer
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Oct 2020 - May 2023
Technical Skills ■Good fault-finding skills from End User Compute to Server and including Telephony PBX platforms ■Strong understanding of SIP & VOIP configuration and connectivity ■Strong knowledge/understanding of call flows, announcements (AWS Polly), dial plans, skills and routing ■AWS Connect & EC2 experience ■Escalate and chase known issues internally, following internal Incident Processes ■Liaising with 3rd parties including service providers ■Maintaining JIRA ticket queues – Updating and escalating as required ■Maintaining Freshdesk ticket queues – Updating and escalating as required Basic JavaScript and SQL knowledge ■Understanding of Contact Centre reporting and Wallboards Other Skills and capabilities ■Perform daily checks across all platforms using monitoring solutions and escalate issues ■Develop, support and configure the Omni channel product/solutions ■Identify any risks and/or concerns with regards to the application layer ■Active involvement in BCP/DR testing, including reporting ■Liaising with staff globally and forming strong working relationships ■Gather business requirements when on/off-boarding and/or change requests ■Document newly learned processes to build Internal knowledge base ■Perform technical and analytical documentation of current voice systems Show less
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Wanatel Africa
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South Africa
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Telecommunications
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1 - 100 Employee
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Voice Engineer
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Dec 2017 - Sep 2020
■Ensure a core service delivery function to meet and address customer/client/supplier/Wanatel internal needs/expectations/SLAs, as well as support the respective technical/sales teams ■Reassure the client, Log case on CRM, assess who is in charge, and follow up with technical team. Once it’s sorted make sure everything is 100% with the client • 2nd and 3rd Level support ■DID setup, IP Authentication, Route testing • Manage and support Wanatel’s technical internal infrastructure 2nd and 3rd Level support ■DID setup, IP Authentication, Route testing Manage and support Wanatel’s technical internal infrastructure ■Analyzing system logs (zenoss and monit) and identifying potential issues Resource demand management (problems, faults, changes, requests, resources) ■Resource demand management (problems, faults, changes, requests, resources) Installing and configuring new hardware and software ■New technology/product/service developments/service offerings including investigations, proof of concepts, testing, etc. ■Documenting changes to the Wanatel network and environment Show less
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ECN (Electronic Communications Network)
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South Africa
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Information Technology & Services
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1 - 100 Employee
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SP Support Engineer
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Jul 2016 - Dec 2017
To ensure maximum possible service availability and performance• To provision customer network services on core equipment• To provide support services for customers on our ECN network• Manage and maintain the Nagios Monitoring Systems (these report on the status andperformance of ECN network• Fault handling and escalation (identifying and responding to faults on Nagios systems andnetworks,• Liaising with 3rd party suppliers, handling escalation through to resolution
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Customer Service Representative
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Jun 2015 - Jul 2016
Resolve customer complaints via phone, email, mail, or social media.- Use telephones to reach out to customers- Greet customers warmly and ascertain problem or reason for calling.- Advise on company information.- Answer questions about warranties or terms of sale.- Act as the company gatekeeper.- Suggest solutions when a product malfunctions.- Attempt to persuade customer to reconsider cancellation.- Utilize computer technology to handle high call volumes.- Work with customer service manager to ensure proper customerservice is being delivered.- Close out or open call records.- Compile reports on overall customer satisfaction.- Work Achievements Show less
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Network Operations Center Engineer
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Apr 2015 - Jun 2015
Proactive Maintenance (Managing client’s lines (ADSL, Fiber, Metro links, Broad links, LTE etc.)- SIP Device Maintenance and Troubleshooting (working on Patton’s, troubleshooting inbound and outbound calls,- Collecting and analyzing call traces using CDR, and internal tools), working on SLA
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Education
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2020 - 2023
University of South Africa/Universiteit van Suid-Afrika
Bachelor of Commerce - BCom, Law
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