Customer Service Engineer

Location:

Johannesburg, GP, South Africa

Posted:

March 21, 2017

Contact this candidate

Resume:

Veronica Keabeile Motsage

Address: **** ****** *****, ********* ***, Mmabatho

Phone: +27-83-200-**** or +27-79-343-****

Email: *********@*****.***

Self-management • Team Player •Trouble Shooting • Can Do Attitude • Continual Learning

Accomplished and industrious professional offering significant experience across the Network Operations Centre, administration and Telecommunications Systems. Demonstrated track record in utilising exceptional organisational, time management, and clear communication skills. Veronica is a critical thinker who possesses strong team motivation and coaching abilities. Able to lead and take initiative as to drive projects that will increase Organisational effectiveness. Proficient in managing multiple demands consecutively, determining priorities, and make sound decisions. Ability to convey complex, technical concepts into understandable language for non-technical people. All her working career has been customer satisfaction focused.

Areas of expertise:

Computer Literate Communication Problem Solving Leadership Perseverance Motivator Confident Interpersonal Skills Organisational Skills Manage complaints

Customer Service Resourceful Flexible

PROFESSIONAL WORK EXPERIENCE

Huawei Technologies (Managed Services) June 2015 to May 2016

End User Service Assurance and Provisioning Engineer / Trainer

Project : Gigabit Passive Optical Network (GPON): Fibre to the Home (FTTH).

Co-ordinate with Sub-contractors and Client End-users and schedule appointments with customers for survey and installations of the MTN FTTH Services.

Track new Service Orders from Clients and make the necessary arrangements to complete the orders within the Service Level Agreement (SLA) period.

Keep the Service Order Database; update the GPON Front Office and Project Management teams regarding progress.

Inform GPON Front Office, MTN Customer Service and Project Managers about important issues.

Co-ordinate with Sub-contractors to collect material from the Warehouse on time for scheduled installations.

Prepare weekly and monthly Service Level Agreement reports of service provisioning team, and all administrative duties for the Project Manager.

Reserve Boardrooms for training and meetings, and also take down meeting minutes should a need arise.

Monitor FTTH Networks and issue the necessary work instructions as to lessen the Risk and Fault Cycle time.

Daily Fault Management report updates.

Accurately check and reply timeously to all related emails, SMS’s and telephonic calls (from customers, sub-contractors, maintenance, etc).

Troubleshoot all Job related activities via the necessary Platforms.

Daily review of ONT and OLT performance of completed installations.

Maintain the End-user Customer Satisfaction on Client Service through the application of exceptional interaction skills with customers.

Make sure that Sub-contractors are attending requirements timeously.

Offer support to the Front Office team as to monitor the Network as required.

Create Work Order and Planned Work requests, and follow-up until work is completed and ticket closed.

Update the Site Acceptance documents and Survey documents of each Service Order on TCP (Trade Custome Portal).

Log USD’s with MTN for any problems encountered on the MTN TCP System.

Ensure that job tasks are carried out in accordance to the Service Level Agreement (SLA) and Key Performance Indicators (KPI’s).

Inform the related Department responsible for initiating the Provisioning Request upon completion.

Activate new Customers and guide them telephonically regarding WIFI setup, and assist them with any other queries they may have.

Train all new Sub-contractors and new Employees on all applications used, TCP, and WFM (Work Force Management) etc.

Mobile Telephone Networks (MTN): Outsourced to Huawei February 2015 to May 2015

Service Management Centre (SMC) / NOC Engineer

Effectively monitored the Network Nodes and reacted promptly to all alarms and faults.

Created Trouble Tickets, followed up on faults, and ensured a speedy response and resolution according to Service Level Agreements (SLA’s).

Assisted Customer Services with Subscriber related problems.

Call customers regularly to update them on the progress, and also once resolved, to ensure that they are no longer experiencing any problems.

Was able to function optimally under pressure in cases of major failures.

Provided 24/7 support on a rotational basis. (Shift Work)

Made sure that Company policies and procedures were adhered to during assigned shifts.

Supervisor’s second in command, stand in as a Supervisor in the absence of the supervisor and take over all supervisor duties.

Mobile Telephone Networks (MTN) November 2007 to January 2015

Service Management Centre (SMC)/ NOC Engineer

Effectively monitored the Network Nodes and reacted promptly to all alarms and faults.

Created Trouble Tickets, followed up on faults, and ensured a speedy response and resolution according to Service Level Agreements (SLA’s).

Assisted Customer Services with Subscriber related problems.

Was able to function optimally under pressure in cases of major failures.

Provided 24/7 support on a rotational basis. (Shift Work)

Made sure that Company policies and procedures were adhered to during assigned shifts.

Supervisor’s second in call, stand in as a Supervisor in the absence of the supervisor and take over all supervisor duties.

ACHIEVEMENTS

Was one of MTN’s Top 100 Performing Female Employees in 2014.

One of two Employees selected by MTN Management to work as a Ran High Level Support Engineer (RHLS) for the period May 2014 to January 2015, as to investigate the cause of all Network Failures, work with Customer Service to resolve all Customers Network complaints by acting as Customer Liaison Officer as well as offer support to all Departments within the Network Group.

Co-founder of Electrical and Computer Systems Forum (ECSF) at the University of Johannesburg, 2005.

EDUCATION

CIMA Certificate in Business Accounting current studies

International Business Training College (IBTC)

National Diploma in Electrical Engineering 2008

University of Johannesburg

First Diploma in Information Processing 2001

United Technical Training Centre, Mahikeng

Matriculated 2000

St Boniface High (SBH), Kimberley

PROFESSIONAL AFFILIATIONS

Chairperson of the Electrical and Computer Systems Forum (ECSF) in 2005.