Vuyani Biyana
Technical Support TS2 at MWEB- Claim this Profile
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English Professional working proficiency
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IsiXhosa Native or bilingual proficiency
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IsiZulu Limited working proficiency
Topline Score
Bio
Credentials
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Skilled Trades: Construction Apprenticeship Foundations
LinkedInJan, 2023- Nov, 2024 -
Skilled Trades: Resumes and Portfolios
LinkedInJan, 2023- Nov, 2024 -
Agile Fundamentals
Agile Academy on LinkedInNov, 2022- Nov, 2024 -
Introduction to IoT
CiscoNov, 2022- Nov, 2024 -
Networking Essentials
CiscoNov, 2022- Nov, 2024 -
Cybersecurity Pathway
CiscoOct, 2022- Nov, 2024 -
Networking Basics
CiscoOct, 2022- Nov, 2024 -
Cybersecurity Essentials
CiscoSep, 2022- Nov, 2024 -
Introduction to Cybersecurity
CiscoSep, 2022- Nov, 2024 -
Change Leadership
LinkedInAug, 2022- Nov, 2024 -
Customer Service: Problem Solving and Troubleshooting
LinkedInAug, 2022- Nov, 2024 -
Microsoft Azure Administrator
Alison - Empower YourselfAug, 2022- Nov, 2024 -
MS-900: Microsoft 365 Fundamentals
MicrosoftJul, 2022- Nov, 2024 -
Security, Compliance, and Identity Fundamentals
MicrosoftJul, 2022- Nov, 2024 -
Cloud Computing Basics (Cloud 101)
CourseraMay, 2022- Nov, 2024 -
Microsoft Certified: Azure Fundamentals
MicrosoftMay, 2022- Nov, 2024 -
Artificial Intelligence on Microsoft Azure
Coursera Course CertificatesApr, 2022- Nov, 2024 -
Cybersecurity for Everyone
CourseraApr, 2022- Nov, 2024 -
Microsoft Certified: Azure AI Fundamentals
MicrosoftApr, 2022- Nov, 2024 -
On-Demand: Zendesk Chat for Agents, I
ZendeskApr, 2022- Nov, 2024 -
On-Demand: Zendesk Talk for Agents
ZendeskApr, 2022- Nov, 2024 -
Foundations: Data, Data, Everywhere
CourseraMar, 2022- Nov, 2024 -
On-Demand: Zendesk Messaging for Agents
Zendesk TrainingMar, 2022- Nov, 2024 -
On-Demand: Zendesk Messaging for Agents
ZendeskMar, 2022- Nov, 2024 -
Google IT Support Certificate
CourseraFeb, 2022- Nov, 2024 -
Introduction to Microsoft Azure Cloud Services
CourseraFeb, 2022- Nov, 2024 -
Microsoft Azure Management Tools and Security Solutions
CourseraFeb, 2022- Nov, 2024 -
CompTIA A+ 1000 - Part 1
Alison - Empower YourselfDec, 2021- Nov, 2024 -
CompTIA A+ 1000 - Part 2
Alison - Empower YourselfDec, 2021- Nov, 2024 -
Computer Networking - Local Area Networks and the OSI Model
Alison - Empower YourselfDec, 2021- Nov, 2024 -
Diploma in Business Administration
Alison - Empower YourselfDec, 2021- Nov, 2024 -
Biblical Stewardship ( MIN 101 )
South African Baptist Institute & Technical SchoolOct, 2021- Nov, 2024 -
Call Centre Communication Skills
VoiceWorksApr, 2008- Nov, 2024 -
AWS Certified Cloud Practitioner
Amazon Web Services (AWS)Jul, 2022- Nov, 2024 -
Remote Worker Professional Certificate - RWPC™
CertiProfOct, 2022- Nov, 2024 -
On-Demand: Zendesk Support for Agents
Zendesk TrainingMar, 2022- Nov, 2024 -
Azure Data Fundamentals
Microsoft
Experience
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MWEB
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South Africa
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IT Services and IT Consulting
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500 - 600 Employee
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Technical Support TS2
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Jun 2018 - Present
Provide second-line advanced support to MWEB subscribers and staffTelephonic Outbound support to MWEB Clients and StaffAssisting with hardware and operating system Troubleshooting(Mac, Win Xp,vista,7,8 &10)Installing and configuring Dial Up, ADSL/Fibre routers, 3G/LTE,Configuring VOIP service and Hard phone & softphones ( PC & mobile)Identify problems and provide solutionsTesting and implement upgrades or enhancements on hardwareAttend to walk-in customers (performing hardware testing and setups)Provide telephonic user support with regards to hardware, software and internet connectivity related problemsAttend to assigned calls with regards to hardware, software and internet connectivity related problemsEmail setup and configuration (MS Office )Capturing and maintaining and tracking tickets from 3rd Party Providers and Core Engineers Recording the details of investigations and resolutions on the system.Attending and Participation in team meetings providing input on product and technical mattersSkills and Competencies • Troubleshooting skills• Result orientation• Listening• Questioning skills.• Learning orientation.• Able to diagnose a problem and proactively implement the solution and know when to escalate. • Respond calmly to crisis• Team orientation / Relationship Building.• Objection handling.• High tolerance level/ Diplomatic• Customer Service Orientation.• Verbal expression.• Excellent telephonic skills• Responsible , punctual and able to work under pressure• Able to respond dynamically to change.• Confidence.• Attention to detail• Computer Literacy.• Suitable languages • Strong communication skills – written and verbal• Schedule adherence• Identify customer needs• Provide solutions• Resolve customer queries, complaints and objections• Record customer information• Logging and recording of trends Show less
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TS1 ( Dialup Support )
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Nov 2008 - Present
Support Scope* Assist with new dialup setup* Install modem drivers* Troubleshooting no connectivity or slow speed* Assist with email setup POP3/IMAP on 3rd Party Applications* Log ticket to TS-2 for unresolved problems* Record customer information
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Welcome Desk
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Mar 2008 - Present
Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.Confirmed appointments, communicated with clients and updated client records.Resolved customer problems and complaints.Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.Offered friendly and efficient service to customers, handled challenging situations with ease.Maintained excellent attendance record, consistently arriving to work on time.Identified issues, analyzed information and provided solutions to problems.Resolved problems, improved operations and provided exceptional service.Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.Participated in team-building activities to enhance working relationships. Show less
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Learnership
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Apr 2007 - Mar 2008
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Carried out day-day-day duties accurately and efficiently. Demonstrated respect, friendliness and willingness to help wherever needed. Worked flexible hours; night, weekend, and holiday shifts. Served customers and followed outlined steps of service. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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KFC
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United States
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Restaurants
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700 & Above Employee
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FSTM ( Food Service Team Member )
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May 2004 - Jun 2006
Sanitized tables, high chairs and drink fountain areas after customer use and periodically throughout day. Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company. Prepared food orders to support waitstaff and other team members. Distributed food during busy peak periods to drive customer satisfaction. Maintained clean, trash-free workspaces to maximize productivity and safety. Restocked supplies and prepared additional ingredients during downtime for expected busy periods. Show less
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Education
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1995 - 2000
ID Mkize Senior Seconday School
Certificate- Matric, Matric
Community
