Customer Service Manager

Contact Details

Phone – Cell

Phone – Work 073*******

Phone – Home 073*******

E-mail Address *******.******@*****.***

Physical Address 201 Riviera Courts, 1 George Street, Observatory, Cape Town

Personal Details

Candidate Kosana, Lelethu

ID Number 860**********

Current Position Technical Support agent / Application Support

Notice 4 weeks

Current Salary R12 000 per month, Cost to Company R11 000 per month, NETT

Benefits None

Required Salary R14,000+ per month, Cost to Company R12 000 per month, NETT

Benefits Negotiable

Location Cape Town

Additional Personal Details

Date of Birth 1986/07/31

Title Mr.

Gender Male

Affirmative Action Yes

Highest Qualification Diploma

Driver’s Licence No

Own Transport No

Nationality South African

Career Details

Required Position Unix Administrator

Position Type Permanent

Career Level Mid

Main Skills Unix Systems Administrator, Windows Servers Administrator, XML analyst

Customer Service(by phone and email), Self motivated and pro-active, ITIL

Processes, SLA Management, Communication skill, Fast learner

Other Agencies N/A

Other Interviews N/A

DataFin Interviews

Education – Secondary Schooling

Year Matriculated 2004

Last School Attended Sandisiwe High School

Subjects English, IsiXhosa, Afrikaans, Mathematics, Biology, Geography

Education – Tertiary

Period Since 2005

Qualification ND: Information Technology (part time)

Institution Cape Peninsula University of Technology

Subjects Specialisation Area:

Business Applications

1st Year:

Development Software 1 (COBOL)

Information Systems 1 (HTML / MS-WORD)

Systems Software 1 (CCNA,A+)

Technical Programming 1 (VB.Net)

Information Technology Skills (Entrepreneurship)1

Current Subjects:

Development Software 2 (Advanced Cobol)

Information Systems 2 (Systems Design and Analysis)

Technical Programming 2 (C++)

Internet Programming (Java)

Information Systems 2 (SQL)

Courses Attended

Year Duration Course Institution

2009 Ongoing Systems Administration for Solaris 10 Sun Microsystems

2008 2 months Unix Fundamentals Sun Microsystems

Skills Matrix

1 Had appropriate 2 Limited practical 3 Solid practical 4 Well versed, 5 Expert, extensive

training only experience experience extensive experience

experience

Date

Experience Last Skill

Type of Experience In months used level

Windows XP and Professional 36 Current 4

MS Office 24 Current 4

Windows 2000 Server 36 Current 3

Windows 2003 36 Current 3

MS Project 1 Current 2

Unix 52 Current 4

SAN 6 Current 2

Hardware / Software 36 Current 3

Cobol 24 Current 4

Windows Vista 12 Current 3

Linux 36 Current 4

LAN 12 Current 2

WAN 12 Current 2

Career History

Period Since 18 October 2010 – 31 March 2012

Current Position Junior Unix Systems Administrator / Application Support

Present Company Vodacom

Technologies UNIX

Responsibilities Daily Monitoring of UNIX and Oracle DataBase system performance and

statistics on the health, capacity and utilization to ensure availability and log a

service request and escalate system related problems.

Analyzing system logs and identifying potential issues with computer systems

Utilize standard UNIX utilities to setup and manage user accounts, permissions

and passwords.

Resolve first line UNIX issues within IT SLA Times. Escalate service requests

calls to Unix System Engineers.

Troubles shoot system errors and application bugs

Ensuring that the network infrastructure is up and running

Manage daily backups of all UNIX Systems.

Handling calls from customers and incoming alarms via email from various

systems.

Reason for Leaving End of Contract

Period November 19 2007 -08 October 2010

Position Tier 1 Support Engineer

Company Teleperformance (Sun Microsystems)

Technologies Windows Vista, Windows XP, MS Office, MS Projects, Unix, Linux, LAN, WAN,

SAN, Change Management

Responsibilities Provided first line support to customers via web technologies developed by Sun

Microsystems

Maintained an exceptional level of customer service providing correct solutions

and timely answers to customers’ questions.

Solved customer support problems within defined Service Level Agreements and

with minimal assistance.

Regular follow up on call progress.

Management of 3rd party vendors

Handled inbound calls from customers and incoming alarms via email from

various systems.

Provided solutions to customers' technical queries using the databases and tools

provided (Web Remedy, Netcool, OTRS, Beacon, etc).

Ensured that the alarms are escalated or passed to the appropriate

departments.

Shared information with team members

Allocated calls to onsite engineers.

Communicated with customers regularly by email and phone

Ability to work with business and technical people.

Self starting and the inclination to assume leadership naturally.

Communicated to the client on outstanding critical incidents

Part time trainer of new Tier 1 agents.

Part time Team Leader in absence of the designated Team Leaders.

Reason for Leaving It was time to move on and learn more in other challenging environments.

Period 12 April 2012 - Currently

Position Technical Support Agent

Company Data Cash

Job Description Creating and maintaining all new and existing DataCash Customers on our

Staging and Live environment and providing technical support to customers

utilizing any of the DataCash gateways and systems.

Responsibilities Understand Support Tools (.csv download and Txn Search) to help with

investigations.

Analysis of XML code in supporting developers

Ensure understanding of Support Tools such as Txn Monitor, Txn Search and

various Graphs.

Set- up customers accounts in test environment.

Approve all test accounts

Ensure that all account activations, password resets and the addition of User

Preferences are done promptly and in line with Company procedures.

Provide Support to customers using all the DataCash Systems and Gateways

including:

Resolve all Login Problems (R104) and IP Filtering problems.

Ensure that any anomalies returned in the DataCash Error report are

investigated and the client contacted accordingly.

Acknowledge customers application request, apply the customer pricing, SLA

documentation and commissions for sales representative (if applicable).

Determine which services are required and ensure that the required information

is available.

Ensure that you have a thorough understanding and knowledge of all DC

products and services.

Complete the necessary steps to setup the service.

Liaise with Acquiring Banks, Support Desk, Sales Person and customer where

necessary.

Verify whether signed pricing and SLA documents have been returned.

Ensure that all account activations, password resets and the addition of User

Preferences are done promptly and in line with Company procedures.

Correctly setup all new account requests, or vTID changes, by referencing the

tWiki, before sending for QA

Add Ips (Reporting or Refunds) using DM.

Ensure that all 3DS Setups are correctly setup with the information provided by

the Customer or account manager, registered with the directories and checked

on the MPI credentials checker.

Reason for Leaving Retrenched

Additional Information

Career Objectives Personal Attributes:

Strong interpersonal and communication skills; capable of explaining simple

procedures in writing or verbally; good phone skills.

Familiar with the Solaris operating system and its commands/utilities at a user

level; can edit files, issue commands, find users' home directories, navigate

through the file system, and use I/O redirection

Able to follow instructions well

Familiar with most basic system administration tools and processes; for

example, can boot/shut down a machine, add and remove user accounts, and

use fsck.

References

Company Vodacom

Contact Person Robert Skhosana

Position Senior Technical officer

Phone Number 083-***-****

Company Teleperformance (Sun Microsystems)

Contact Person Laura Kendrick

Position Operations Manager

Phone Number 021-***-**** / 083-***-****

Company Teleperformance (Sun Microsystems)

Contact Person Yasier Patel

Position Team Leader

Phone Number 021-***-**** / 076-***-****

Contact this candidate