Information Technology Customer Service

Mabatho Ntlailane

Cell: 079*******

*** *********** ****** ***** **** Ext 10 Randburg

ad2hz1@r.postjobfree.com

Experience

Company : Dorljota Taxi Association

Position : Support Administrator

Period : Januaury 2020 – Date

•Diagnose and troubleshoot IT related problems as they arise and provide timeous solutions to ensure effective operations.

•Oversee and update assigned support service requests.

•Handle daily technical support activities on desktop support, data network and server management.

•Setup desktop computers and peripherals and test network connections.

•Install and test desktop software applications and internet browsers.

•Test computers to ensure proper functioning of computer systems.

•Adhere to policies as per corporate manuals and directives.

•Setup computers and install software for various applications and programs.

•Interact with staff on desktop problems and their resolution.

•Network and connect computers within organization to better communication.

•Order or buy computer systems and liaise with purchase and supplies department.

•Maintain computer peripheral devices like printers and resolve associated problems.

Experience

Company : Marsh Africa

Position : Desktop Support

Period : Otober 2018 – November 2019

•Monitor the call logging system to ensure that all requests for support are met and responded to in an efficient and effective manner.

•Diagnose and trouble shoot IT related problems as they arise and provide timeous solutions to ensure effective operations

•Investigate and diagnose network problems, and provide timeous resolutions and/or escalate queries where required.

•Windows 10 installation

•Assist in the setup of employee workstations, network, access, E-mail and shared services.

•Provide support to employees with all ICT related needs as required.

•Work on Disk memory (upgrades and Configuration).

•Configuration and troubleshooting

•Check events/logs and report.

•Knowledge of MS Teams and One drive

•Assist in monitoring networks and identify and minimise information and infrastructure security vulnerability through the use of software, such as firewalls and data encryption programs, to protect sensitive information.

• Accurately record, update and document all IT related and incidents.

•1st line Support.

•Assist in compiling various monthly ICT related, and administration platform provider reports and distribute to relevant departments.

•Advanced in MS 365 suite

•Work with Microsoft Server 2012

•HP/Dell configuration and replacement

Company : CRL Group

Position : Sever Support Engineer

Period : February 2018 – May 2018

Duties:

•Process Incidents and Patch the Servers.

•Open and change requests.

•Diagnose issues using tools like HP.

•System Management Homepage.

•Work on Disk memory (upgrades and Configuration).

•Create a user domain and email

•Remote assistant.

•Windows 10 installation

•Check events/logs and report.

•Configure and Replace RAID.

•Build Windows physical/Virtual Servers.

•1st line Support

•Active directory authentication authorization

• Deal with clients at their offices

•Work with Microsoft Server 2012

•HP/Dell configuration and replacement

•IT Sales

Company : XBX IT Solutions

Position : Intern (Desktop Support)

Period : January 2017 – December 2017

Duties:

•Deploy necessary applications.

•Proficient in troubleshooting.

•Provide support for desktop computer operating systems Google Apps and hardware/peripherals; work with individuals within the company.

•Proactively resolve customer problems with about equipment and services anything technical.

•Deliver just-in-time support both at the Help Desk.

•Test software images developed.

•Sales of computer, laptop and parts

•Respond to requests for technical assistance in person via phone and remotely.

•Install Operating system.

•Network, cabling and connecting computers to the networks

Reason for leaving : Company was liquidated.

Company : Regent Insurance

Position : Claims Administrator

Period : April 2016 – October 2016

Duties:

•Loading and verifying customer information.

•Providing customers with required documents.

•Claim calculations.

•Contact insured or policy holders for missing documents.

•Organize and work with detailed office records.

•Attach required/requested document to the claim file.

•Review insurance policy to determine coverage.

•Make thorough investigation before paying out.

•Applications Auditing.

•Screening applications.

Reason for leaving : 6 month contract ended successfully

Company : Nedbank

Position : Service Champion / Receptionist

Period : October 2015 – January 2016

Duties:

•Ensuring that customers get help on first contact.

•Screening customers according to the help they need.

•Serves visitors by greeting, welcoming, and directing them appropriately.

•Notifies company personnel of visitor arrival.

•Maintains security and telecommunications system.

•Informs visitors by answering or referring inquiries.

•Help customer with their account numbers.

•Stamp documents.

•Direct customers to correct destinations.

•Help customers with logins and video calls.

Reason for leaving : Filling in for someone on maternity leave

Company : Nedbank

Position : Sales Consultant / Call Center

Duration : August 2010 – December 2011

Duties:

•Selling products to customer (bank related).

•Initiate new acounts

•Data capturing

•Relieving at call center

•Provide financial solutions to meet customer’s needs.

•And sell bank value added product.

•Find new leads for regarding bank related products.

•Maintain Professional customer resolution is a priority to maximize satisfaction

•Maintain communication with clients and introduce improved services.

•Maintain service level agreement.

•Supply management with reports and feedback weekly.

•Professional relationship with every customer.

Reason for leaving : Further Study

Company : Wesbank

Position : Customer Administrator /Call Center Agent

Period : December 2005 – November 2008

Duties:

•Answer incoming calls and respond to customer’s emails

•Management and resolve customer complaints

•Sell Bank products and place customer orders in the computer system

•Identify and escalate issues to supervisors

•Provide product and service information to customers

•Research required information using available resources

•Research, identify, and resolve customer complaints using applicable software

•Process application forms

•Route calls to appropriate resources

•Document all call information according to bank standard operating procedures

•Recognize, document, and alert the management team of trends in customer calls

•Follow up customer calls where necessary

•Upsell products and services

•Complete call logs and reports

•Other duties as assigned

Reason for leaving : Assisting with the family business

Education

Higher Diploma

Institute : Pearson Institute

Qualification : Information Technology

Year : 2013

Certificate

Institute : Roodepoort College

Qualification : Business Management

Year : 2001

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