Technical Support Specialist

• Feb 2016 - Present

Providing IT technical support for user across 4 regions in southern africa Providing IT technical support for user across 4 regions in southern africa

Remote Support

• May 2014 - Present

remote support

• Aug 2012 - Present

1st line IT and technical support: • Logging and tracking of incidents and requests • Logging and communicating all incidents to customers and IT • Troubleshooting skills - office desktop and applications • Troubleshooting of Network Related issues (Especially pertaining to LAN; WAN and Telkom related issues) • Assist with Printer issues • Ability to provide first time resolution by using available tools • Identification and escalation of re-occurring problems and incidents • Identify areas where customer training needs to be done • Allocation of calls according to Roles and Responsibility within department • Follow up on priority calls • Update and maintenance of knowledge base - IT and Technical documents • Upload general knowledge base documents • Training of new users on systems • Asset Management Show less

desktop support

• Aug 2011 - Jul 2012

 Product and Technical knowledge.  Service quality orientated  Good listener and good communicator (oral & written)  Patient, Tolerant and diplomatic  Customer focused  Self-Motivated and Technical/Professional Knowledge and Skills  Building Customer Loyalty  Managing Conflict with customers(delight)  Aligning Performance for Success(evaluate performance)  Applied Learning(weekly assessments)  Product and Technical knowledge.  Service quality orientated  Good listener and good communicator (oral & written)  Patient, Tolerant and diplomatic  Customer focused  Self-Motivated and Technical/Professional Knowledge and Skills  Building Customer Loyalty  Managing Conflict with customers(delight)  Aligning Performance for Success(evaluate performance)  Applied Learning(weekly assessments)

helpdesk support

• Apr 2009 - Jul 2011

CALL CENTRE OPERATOR  Improving existing system the efficiency of logging and of support calls. Using applix  Improved the efficiency and quality of monthly reports.  Operating systems: Windows 2K/xp/vista  Software: MS Office 2000/2007 XP, MS Project 98/2000/2007.  Network administration  Active directory management e.g. reset password’s, creating user accounts  Excellent customer facing skill  Security (inc.antivirus) ANTI VIRUS (MECCAFEE)  Research and investigations  Responsible for providing in-depth software installation, configuration and Troubleshooting, configuration and troubleshooting of a wide variety of components  Highly skilled and customer focused, with a flexible approach solving problems at short notice, Network support  Hardware installations  Network administration e.g. reset password’s, creating user accounts  Meeting strict deadlines  troubleshooting MS Office and the Internet  troubleshooting Ethernet  Software installation Various applications / systems BAS (basic accounting system) PERSAL TEAM MATE NOVELL CLIENT WINNET LOGIS WINDOWS OPERATING SYSTEM  Provided technical network support for all integral rollouts borough wide and 1st, 2nd And often 3rd line  Carried out various PC rebuilds and software installations.  Disaster recovery Trouble shooting 2nd and sometime 3rd line support  Solved network connectivity, MS Office and remote access problems  Hardware experiences a mix of HP/Compaq, Dell, fujitsu, Lenovo and IBM.  Working in an extremely high-pressure environment where first time fixes are vital to provide an enhanced VIP support service for Executives.  Responsible for desktop PC and laptop related issues.  Hardware: Servers, PCs and Laptops: IBM's and compatibles such as Compaq, Dell and Also troubleshooting printer problems i.e. HP, Kyocera, Lexmark and Cannon. supporting hardware for LANS, PCs and laptops Show less