Experience

Micros South Africa (Pty) Ltd

• South Africa
• IT Services and IT Consulting
• 100 - 200 Employee

• IT Helpdesk Support Consultant

  • Apr 2016 - Present

  • To provide telephonic / remote / onsite support for all Micros products • To ensure accurate and timely updates of logged support issues one the in-house call logging system(CRM) • Test and troubleshoot new versions prior to release • Inform the relevant account managers of support/maintenance issues regarding their clients. • Attend any relevant training course which is set to improve knowledge on the company’s or associated applications • Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly. • Logging and managing support cases with 3rd parties. • Create/Load New users on Micros System • Reset users Passwords • Forward relevant product information, fixes, workarounds, known issues, etc to relevant personnel within the company. • Keep updated on new technologies available, both on Micros software and hardware • products, 3rd Party software and hardware products, as well as general IT technologies, • related to our industry • Run/Install service packs • Run Backup/Restore of Database Show less



UCS Technology Services

• South Africa
• Information Technology & Services
• 1 - 100 Employee

• • Jun 2012 - Present

  Unisolv software installationLinux EFT Merchant trouble shooting Unisolv software installationUse Linux EFT Merchant trouble shooting Provides helpdesk support serviceInvestigates reasons for problems and solves them for clientsFollows up on all outstanding queries timorously within as per SLA with clientsAnalyzing and solving problemsTroubleshooting and establishing hardware issuesEnsuring customer satisfactionProvide input for more pro-active support (i.e. repetitive problems).Update logs with progress of solution / investigation on regular basisUpdate each log with a root cause detailEnsure that call category is appropriate to the call descriptionProvides input, assistance and guidance to other customer services staff when required Communicate within UCS Technology escalated issues.Shares work-related knowledge and experienceResponsible for personal development and career progression with regards to knowledge of system; procedures and practicesTest development incidents before escalation and collect evidence for incidentsProvide feedback and updates to Dev teamAttend Dev meetings when requiredTest SP and releasesAssist with Managing new releases and conversion projectsComplete sign off sheets Make sure correct software is on the on all sites and update systems with relevant infoMake sure client system is running as per spec for UCS clients Show less

• • Sep 2010 - Present

• • Nov 2007 - Present

• • Sep 2010 - Jun 2012

  Installing retail Office software and configuring the system Assist with merchandise inquiries and investigations POS ConfigurationBasic network related issues (LAN & WAN support) Testing of New Product Software on Vodacom application eg. MpesaResolving day-to-day business process related problemPOS Printer ConfigurationFirewall and Firebird Installation and configurationMS Services configurationKeep up to date with different aspects of each new system and enhancement initiativeDay end assistanceDealing with the Application Support queries and issues that have been handed over by First Line Support.Take ownership and responsibility of an issue from start through to a successful resolution.Work with partnership with the other team ensuring correct exchange of knowledge and successful transition of development into production.Work with development team to investigate complex issuesMaintain appropriate levels of technical and procedural documentationSoftware InstallationsUpdating Software's to the Latest VersionsUsing SQL to Updating store DatabasesUpdating store's DatabasesUpdating Dealers on Dealerweb and other Vodacom ApplicationsRegistering user's for Rica Fixing and clearing Errors on the systems to enable stores to use itRestarting Application Servers that are down Anti Virus Installation and Virus scans Show less



UCS Solutions Pty Ltd

• IT Help Desk Consultant

  • Nov 2007 - Sep 2010

  Provide timely answers to queries relating to level 1 and 2 support Troubleshooting and offering desktop support to user's Stores &Warehouses) - Supply Chain Responsible for accomplishment of scheduled operations on an assigned shift Escalating customers' system problems timeously to appropriate resolvers Answering incoming customer support calls and giving updates Opening and updating tickets for customer support queries Assisting customers telephonically Mail, SAP, Network and Internet password reset on the Pop Server and on Active directory Updating support Group reports on Heat Escalating calls to resolvers,(Bytes, Gijima AST, Business Connexion and Internet Solutions(IS) Show less



Bytes Technology Group

• 1 - 100 Employee

• • 2008 - 2009

• • 2008 - 2009



UCS Solutions (Pty) LTD

• Call Management Agent

  • May 2007 - Oct 2007

  Logging calls from different help desk's Updating calls Escalating calls Locating Technicians to different bank's/Store's Duration: 6 Months Logging calls from different help desk's Updating calls Escalating calls Locating Technicians to different bank's/Store's Duration: 6 Months


WDS
• Software Development
• Support Technician 2nd Line

  • 2006 - 2007


MTN-SA

• Automation Machinery Manufacturing

• Call Centre Executive

  • Aug 2005 - Aug 2006

  Reason For Leaving: Contract Ended Duties : .Inbound Call Centre Agent . Email configuration . MMS configuration . GPRS settings . Stolen Handset Blacklisting . Balance enquiries .Recharging .OTA's & Manual settings for Phones  General Handset Queries Reason For Leaving: Contract Ended Duties : .Inbound Call Centre Agent . Email configuration . MMS configuration . GPRS settings . Stolen Handset Blacklisting . Balance enquiries .Recharging .OTA's & Manual settings for Phones  General Handset Queries