Experience

4CIT
• IT Services and IT Consulting
• 1 - 100 Employee
• System Engineer II

  • Jul 2020 - Present


XONE COMMUNICATIONS

• South Africa
• 1 - 100 Employee

• Consultant

  • Feb 2019 - Jul 2020

  Operational support for applications in a IT and ICT production environment such as monitoring, investigation, fault administration, assistance on specific applications and the analysis of failures and trends on specific applications Operational support for applications in a IT and ICT production environment such as monitoring, investigation, fault administration, assistance on specific applications and the analysis of failures and trends on specific applications



Bytes Systems Integration

• Jr application support

  • Apr 2014 - Oct 2017

• Help Desk Administrator

  • Aug 2009 - Mar 2014

  Logging of new helpdesk calls on in-house and customer helpdesk applications (HP Service Desk)Distribution and constant following up on logged calls Closing of calls upon completionMonitoring of open calls to ensure service levels within customer SLALiaising with ISIS operations and development teams regarding helpdesk callsReporting on the status of helpdesk calls to ISIS and customer management teamsLiaising with customer operations and helpdesk personnel regarding helpdesk callsAttend progress meetings with customer helpdesk personnelTraining of ISIS personnel in helpdesk procedures Show less



Korbitec

• Software Development
• 1 - 100 Employee

• Help Desk Consultant

  • Jun 2007 - Mar 2009

  REASON FOR LEAVING: Wanted to start a small business which was unsuccessful.RESPONSIBILITIES:Customer CareDealing directly with clients in a friendly, helpful and efficient manner (telephonically and via email)Owning the problem / request until it is resolved to the client's satisfaction Sense of urgencySupport calls / request loggingConfirming prioritization of all requests / support callsDiagnosing problem / requestGathering and recording all relevant support call / request informationTickets are recorded accurately, comprehensively and timeouslyEnsure accurate troubleshooting procedures are captured in the notes of the ticket Categorizing tasks correctlyEffective implementation of proceduresEscalating support calls by defined criteria or situationRecording all time spent resolving tickets Tickets are managed thereby minimizing call backs to clientsMaintenance of all tickets and support call records (all task and ticket record requirements are met before being "completed")Communication with colleagues, clients, management and National Support Co-ordinatorFollow-up to client and client feedbackLogging feature requests or Incidents in Development system (IMS) and assigning to appropriate resource/sCommunication with Korbitec staff in respect of escalations or client requirementsCommunication with colleagues and team membersEscalation to branches where call cannot be resolved / completed by Help Desk (for on site call etc.)Reports and DocumentationCompletion and submission of daily and / or periodic client and management reportsReports are sent to the relevant parties timeouslyThe set up and updating of relevant Korbitec Help Desk documentation (including minutes of weekly meeting)Completion, implementation and auditing of internal procedures Show less

• Help Desk Trainer

  • Feb 2008 - Nov 2008

  Responsibilities: -All in house training concerning products, procedures, system tools as well as customer care. -Development of new training material (Documentation, presentations ect.) -Maintenance of the OLE and VM's (Moodle - A Online Learning Environment which was implemented and hosted on Virtual Machines, designed to serve as an internal website). -Monthly reports on training completed and new developments. Show less



Telkom

• Türkiye
• Telecommunications
• 1 - 100 Employee

• Broadband Consultant

  • Apr 2006 - Jun 2007

  REASON FOR LEAVING: Was offered permanent employment at Korbitec. RESPONSIBILITIES: Liaising with customers Accounts Analyzing and identifying customers needs Processing of products and services Maintain a state of professionalism at all times To reach all targets set out at specific dates To make a selling attempt to each REASON FOR LEAVING: Was offered permanent employment at Korbitec. RESPONSIBILITIES: Liaising with customers Accounts Analyzing and identifying customers needs Processing of products and services Maintain a state of professionalism at all times To reach all targets set out at specific dates To make a selling attempt to each