Desktop Support Service

Tobela Komeni

I am a ** year old energetic, ambitious individual who has developed a mature and responsible approach to any task that I undertake or situation that I am presented with. As a graduate with three year’s worth of experience in IT, I am excellent in working with others to achieve the company’s objective on time and with excellence, I am able to work different kinds of shifts and under pressure. I can speak isiXhosa and English fluently.

6866 Extension 8

Joza Location

Grahamstown, 6139

Cell: 083-****-***

*********@*****.***

EXPERIENCE

Webafrica Networks, Cape Town— Standard Technical advisor

December 2018- PRESENT

Provide fault reporting and tracking progress for single lineDSL, Fibre WCDMA and number testing for Webafrica clients

Quickly identifying, diagnose and troubleshoot network issues

Provide desktop support

Configuration of emails

Configurations of VoIP services

Identify opportunities to make improvements to customer experience

Telkom, Port Elizabeth— Assistant Technical manager

November 2017- March 2018

Sending attendance register to WFM

Monitoring Service Levels

Assisting agents on queries

Coaching agents

Providing weekly report on agents performance

Performance discussions with agents

Product update

Time keeping to track agents login

Complete payroll for agents

Listen to agent calls to improve the quality of service

Email stats (hourly and MTD)

Telkom, Port Elizabeth— Senior Associate-Escalations Tier 2

July 2016- October 2018

Deal with high level escalations

Providing software access to customer

Set up and maintain email accounts

Providing troubleshooting resolution for routers/modems

Ensure anti-virus software is installed

Connecting customers to the internet remotely (Teamviewer & Anydesk)

Escalating unresolved incidents to IT service desk (Tier 3)

EDUCATION

MSC Business College, Uitenhage— Advanced Certificate- IT

January 2010- August 2013

Academic transcript attached

Mary Waters High, Grahamstown— Senior Certificate

January 2008- December 2008

Academic transcript attached

REFERENCES

MSC Business College, Principal

Mr Manfred Burket- 041-***-****/ 084-***-****

Telkom, Technical support Team leader

Mr Daniel Mensah- 065-***-****

Webafrica Networks, Technical support Team leader

Mr Ghaled - 021-***-****/ 071-***-****

SKILLS

Critical Thinker

Time management

Communication skills

Troubleshooting skills

Customer service excellence

Telephonic skills

Professional

Computing skills (Ms office, Internet & email)

Excellent navigation of systems

Work well under pressure

Emotional maturity

Decision making

AWARDS

Performance award for meeting stats for 3 quarters in a row.

LANGUAGES

English,isiXhosa & Afrikaans

ADDITIONAL

Drivers License C1

Basic Fire Fighting Certificate

Contact this candidate