Experience

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  CYBERSMART PTY LTD

  • Durban Area, South Africa

  • Technical Support Agent✔

    • Sep 2015 - Present
    • Durban Area, South Africa

    • Handling customer Escalations (billing, sales and technical)• Handling customer with billing and sales queries• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more • Support customer with hardware troubleshooting, setting-up of modems and VoIP services, hardware sales, transferring customer s through to relevant departments• Supporting customer with connecting to the internet (ADSL setups)• Assisting customer with browser related queries• Responsible for call-backs to customers• Lodging Faults on the customers Internet connection• Signing customers up for new internet service and domain • Assisting customer on these Operating Systems (XP, Vista, 7, 8 and Mac) – Desktop Support, Laptop Support, Mobile handset Support and iPad Support.• Modem Set-ups (Belkin, Netgear, Linksys Cisco, D-Link, Billion, Alcatel, Thompson, Netcomm, iConnect, Siemens)• Email Set-ups and troubleshooting• Redirect problems to appropriate resource• Accurately process and record call transactions using a computer and designated tracking software• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business• Organize ideas and communicate oral messages appropriate to listeners and situations• Follow up and make scheduled call backs to customers where necessary • Stay current with system information, changes and updates

• 

  R&S Consulting( Vodacom)

  • Pietermaritzburg Area, South Africa

  • IT Technician✔ Mobile Data Expert✔

    • Oct 2014 - Present
    • Pietermaritzburg Area, South Africa

    • Troubleshooting and diagnosis ● Data – back-up ● Settings -- internet • Activation – device ● Data – sync ● Settings -- MMS • Anti-Virus – install ● Data – transfer ● Settings -- Skype • Anti-Virus – support ● Firmware – update ● Software -- install • Apps – install ● Setup – email ● Software -- support • Apps – social networking ● Setup – internet ● Software -- update • Apps – store account ● Setup – modem ● Support -- malware • Apps – support ● Setup -- navigation ● Testing -- modem • Apps – update ● Setup – phone as modem ● Testing – dim card • Network or Coverage related ● Setup – router ● Training -- device

• 

  Business Connexion

  • Durban Area, South Africa

  • Computer Facilitator

    • Dec 2013 - Mar 2014
    • Durban Area, South Africa

    - Conducting one on one computer training to government officials- Training of Ms Office Suite applications and technologies - Telephonic support services to other trainees- Monthly narrative course report of all training conducted- Completion of weekly time sheets and attendance registers - Reporting faulty equipment, maintaining the classroom environment - Data research and stock inventory liaison with SITA representative and department of health representative- Data capturing and center administrative duties

• 

  Thekwini Technologies

  • Durban Area, South Africa

  • Computer Facilitator ✔End-User Support✔

    • Jan 2012 - Nov 2013
    • Durban Area, South Africa

    - Conducting one on one computer training to government officials- Updated instructional materials when required. - Oversaw Microsoft exams and evaluation tests. - Recorded student progress throughout training period. - Obtained training manuals and instructions. - Performed Microsoft Office training classes. - Conducted sessions on Microsoft Office suite as needed. - Submitting course reports, database results reports and course evaluations on request. - Data capturing and admin duties.

• 

  Dlenyane Combined School

  • Tugela Ferry, South Africa

  • Educator ✔Desktop Support✔

    • Sep 2009 - Jun 2011
    • Tugela Ferry, South Africa

    - To teach Computer Applications grades 10 -12- To teach Accounting grades 10 - 12- Responsible for troubleshooting & resolving hardware, software & network issues in the Lab- Upgrades school's computer hardware and software for learning and admin purposes- End users desktop support & advice. - Configuring and deploying updated anti-virus software's on machines - Schools administration duties using Luritz SAMS software application- Reporting any faulty equipment to the school management for records

• 

  GSM Computers

  • Greytown, South Africa

  • IT Support Technician ✔ Manager✔

    • Jan 2009 - Dec 2010
    • Greytown, South Africa

    - Acting as the first point of contact for all IT sales & technical queries.- Troubleshoot, upgrades, install, maintain clients hardware, software, network and mobile devices.- Developing the infrastructure and systems to meet the company’s needs.- Responsible for diagnosing & resolving hardware, software & end users problems. - Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.- Entry level customization of SharePoint lists, content types, workflows, views and team sites.- Investigate specialist and complex IT support issues. - Responsible for orders, invoices, stock, quotations and service agreements for maintenance - Perform daily cash book and monthly Pastel bookkeeping. - Marketing, Advertising and website management for updates

• 

  Msinga Computer College

  • Tugela Ferry, South Africa

  • Computer Tutor ✔Desktop Technician✔

    • Feb 2005 - May 2010
    • Tugela Ferry, South Africa

    - To facilitate Ms Office applications from beginner to advanced users- Updated instructional materials when required. - Oversaw internal exams and evaluation tests. - Recorded student progress throughout training period. - Provided end-user technological support for computer and LAN related issues . - Developing the infrastructure and systems to meet the company’s needs.- Responsible for diagnosing & resolving hardware, software & end users problems. - Office admin support using various MS applications, data-capturing and Pastel bookkeeping.- Utilised SharePoint to manage team site, template, forms and workflow

• 

  Mount Ernestina Combined School

  • Muden, South Africa

  • Educator ✔End-User Support✔

    • Jun 2007 - Dec 2008
    • Muden, South Africa

    - To teach Computer Literacy 04-12- Facilitate end user computing to learners in various phases- Provided end-user technological support for computer and LAN related issues- Configuring and deploying updated anti-virus software on machines - Responsible for diagnosing & resolving hardware, software & network issues in the Lab- Setup, deployed and maintain end-user machines.- Assisted in discovery, research and resolution of ICT technical issues.- Monitored and responded phone and e-mail requests for technical support.- Maintained Help Desk specific applications and assisted in refining procedure.- Assist admin section with Luritz(SAMS) application for school 's administration

• 

  Lobethal Independent School

  • Tugela Ferry, South Africa

  • Educator ✔Support Service✔

    • Feb 2003 - Apr 2007
    • Tugela Ferry, South Africa

    - To teach Accounting grade 10-12- To teach Computer Studies grade 10-12- Data capturing using Ms. Access & SQL and spreadsheets- Prepare school's reports quarterly, calculate school fees balances for students- Monthly bookkeeping and submissions to school's accountants for verification using Pastel - Provide primary support for desktop and LAN administration. - Deploying new hardware, server backups, learners applications and information access.- Developing the infrastructure and systems to meet the company’s needs.- Responsible for diagnosing & resolving hardware, software & end users problems.