Customer Care Desktop Support
Resume:
Curriculum Vitae
PERSONAL DETAILS:
Surname: De Wet
Christian name: Jaco Jan du Plessis
ID No: 771***-****-***
Nationality: South African
Area of Residence: C113 Manhattan Mews, 69 Meridian Drive, Umhlanga Ridge
Drivers Licence: Code EB
Code A with own Transport
Mobile Number: +276*-***-****
Email: ***************@*****.***
ACADEMIC
Schooling:
1990 – 1995 Hoër Volkskool Carolina
Matric
Language Abilities: Read, Write, Speak in English and Afrikaans Fluent Subjects: Afrikaans
English
Maths
Science
Biology
Typing
Sport and Hobbies: U/15 A team rugby, 1991 & 1992
1st Team rugby 1994 & 1995
1st Team Athletics’ 1990-1995
Springbok colours - JKI karate, Aikido, Kickboxing Swimming
Cricket
2
PROFESSIONAL HISTORY:
Jacmos Solutions PTY Ltd
Director
Aug 2018 to Current
Role and Responsibilities
Manage time, cost and profit of project
Manage project financials
Communicate effectively between project and client Manage of project team on site
Lead and direct multiple projects
Set standard for project management and tools and techniques Prepare project, quality and risk plans
Assign work to project team, and monitor outcome to ensure timeline and budget is met Project status, budget, plans report, to all parties involved Support and sales with client service to all clients Advising on I.T and Telecommunication systems that can improve client’s efficiency Management of 3rd party contractors
Simplistic Communications - “Simcomms”
Customer Service / Sales Representative and Project Management 01 March 2017 to Aug 2018
Contract base employment
Role and Responsibilities
Selling fibre to the Business/Home products suited to new and existing clients Selling of Cat5 and 6 networks, Wi-Fi solutions and turn-key projects. Increasing revenue via new business generation
Consistently meeting sales targets and pricing product and sales strategy Generating entry into new business opportunities (cold calling, networking, referrals) Monitor project progress, timeline, budgets as well as deliverables quality standards Plan, monitor and control the scope, the risks, the costs, the change requests, the outstanding issues, human resources and the communications for all assigned projects Turnkey fibre projects/ Route planning, Back haul planning, splicing and floating diagrams, POP preparation, and implementation. Overall project management. ISP in total from manhole to inside client’s cabinet.
Quotations and ordering of stock from hardware suppliers Project management
Conduct onsite surveys for new solutions as well as implementation of solution and project management.
Promote interaction and cooperation between the customers (internal / external) and the project teams
Account Management
Generating own leads and setting appointments
Liaising between Network providers, ISP, and end-clients. Install configure all Hardware and Software required. 3
Wireless LAN
Technical Supervisor
July 2016 to Jan 2017
Role and Responsibilities
Role
Service and support to existing clients and new clients Plan and execute installations and SLA call’s in required time frame Provide support both telephonically as well as on-site on three main-focus areas Wireless / Barcode scanners / printers and cabling Conduct onsite surveys for new solutions as well as implementation of solution and project management
Quotations and ordering of stock from hardware suppliers Business development on all levels and expansion of new business opportunities Designing Solutions and Implementation
Provide technical direction for the design of solutions and implementation thereof. Apply significant knowledge of industry trends and developments to improve service to clients Assist with and review work of technical team
Recognize system deficiencies and implement effective solutions Technical Project/Staff Management
Create and execute technical development plans and revise as appropriate to me changing needs and requirement
Keep all parties involved well informed of status of installations and serve as liaison between technical staff and admin/management
Ensure technical teams are conforming with adhere to company values Responsible for managing technical risks, assessments and work permits throughout the project
Performance review and mentor Technicians
Manage technical resources within budget and project schedule Responsible to manage and control any insubordination from Technicians under your supervision
Oversee the SLA program for the company
Technical Training and Development
Research new technical developments
Advise management of appropriate training for technical department Advise management of appropriate training for self-development Ensure/test technical competence of technical staff Skills transfer/training of technicians as well as testing skills learnt EVS “Enviro Vision Solutions”
Sept 2014 – June 2016
Senior Technician
Role and Responsibilities
Day to day running of office and all systems
4
Reporting and feedback to top management on daily base Meetings with client on needs of the client and possible solutions Installing and configuration of all hardware and software Testing of new technology and implementation
Daily reporting and customer liaisons including statistics Overall monitoring and ensuring uptime on network
Maintenance and upkeep of all sites
Maintenance of all I.T systems used inside the office as well as in the field Site surveying
Planning of new projects with timeline and cost
Training to all staff where needed
Qualified working at heights, rigging and first aid level 1 Site inspections
Stock control
Ordering of new stock and costing
AMIT
March 2013 to Aug 2014
Wireless Network Administrator
Responsibilities
Installation and configuration of Wireless Networks Setup of radio’s
Site survey
Support and Maintenance of all high sites
Software and hardware support on platforms
Setting up of wireless hotspots
Installation and configuration of VOIP telephones
Installation of new telephone lines and network points Maintenance on Solar and 12V sites
Customer Liaisons
Configuring of wireless and IP devices
Training
Sales
Project planning
Formula 1 Technologies
Printers / PABX / I.T
Jan 2012 – March 2013
Service Manager
Purpose of Job
To effectively manage the service desk and daily operations Technical Engineers. Responsibilities
Accurately collect information on customers
Develop and build strong relationships with new and existing customers Promote Formula 1 in a favourable manor
5
Customer Liaison
Great Service Orientations
Do courtesy calls to customers
Good administration skills
Manage New and existing customers
Data base updates to operations Manager daily
Filing up to date at all times
Sending and printing of all service quotes
Generate prospects
Continuous training
Excel targets
Great product knowledge
General office Maintenance
Liaising with suppliers to assist in other areas
Plan daily routes for Engineers
Know whereabouts of Engineers at all times
Assist in obtaining correct meter readings
All service forms to be checked if completed
Assist customer telephonically with technical queries before deploying a service engineer All service calls to be logged on and off Field Service 5 Stock take
Ordering of stock
Invoicing on FS 5 of daily transactions
Inspection of Engineering and Workshop Tool bags
Organising installations
Manage workshop
Roan Systems:
Jan 2010 - Jan 2011
Technical & Sales
• Cold calling
• Marketing of all makes and models of printers “OKI, Printronix, Hp, Blue, Star, Epson, Zebra and RFiD smart printers”.
• Daily Checkups before Nissan and BMW plant starts
• Installing and configuration of all printers
• Supporting of line, network and SAP printing
• Giving training to the client, and tech. staff
• Repair and maintenance on all printers.
• Maintaining existing client base and finding new clients.
• Telephonic support to clients/helpdesk.
• Preparing of maintenance and technical quotations
• Managing of key accounts.
• Customer care and troubleshooting
• Development and implementation of office procedures, stock control, and customer care.
• Doing recommendations to client on hardware and software solutions 6
Siemtech:
Jan 2008 – Des 2009 Company closed down
Sales & Technical Manager Limpopo.
• Cold calling
• Marketing of telephone systems “PABX” and CCTV.
• Installing and configuration new telephone systems “Siemans PABX” and CCTV
• Giving training to the client, and tech. staff
• Repair and maintenance on all systems.
• Maintaining existing client base and finding new clients.
• Telephonic support to clients/helpdesk.
• Preparing of quotations
• Installation of networks, and wireless networks.
• Customer care and troubleshooting
• Cabling of networks.
• Development and implementation of office procedures, stock control, and customer care.
• Doing recommendations to client on hardware and software solutions Information Technology Consultants (Pty)
May 1999 – Nov 2007
Reason for leaving - Relocating to Polokwane
Position: Intecon
Sales and Installations Manager
• Cold calling
• Planning new marketing strategy.
• Finding new client and doing demo or allocating a technician to do demo
• Office Automation Sales
• Maintaining of existing clients
• Taking care or any customer complaints.
• Follow up call to make sure customer is completely satisfied
• Opening of office in the morning
• Making sure that all backups ran and did not experience any fatal problems.
• Ensuring that all vital services are running and connections between our client and the banks is fully working.
• Fault reporting and escalation if any problems had been experienced.
• Managing of 7 technicians.
• Allocating job cards to technicians.
• Finding out what hardware and software as what connection client is using.
• Making sure of the amount of installations of server and workstations the client needs.
• Confirming that all payments has been paid and accounts is in place. 7
• Setting up a date for installation and training with the client.
• Allocating the job card to the technicians.
• If a road trip in needed co-ordinating the roll out of the software and installation of hardware.
• Ensuring that the technician knows what client to install on what date as well as ensuring that the technician has got an airplane ticket and rental car as well as a place to stay over.
• Follow up call to client to confirm that they are happy and that the needed training was given. Also ensuring that the system is fully functional, and backups are in place.
• Sitting in on meetings between clients and programmers to ensure that system is giving as much as possible to client, discussing changes and performance.
• Handling of problem clients and exculpated problems.
• Following up on outstanding stock.
• Allocating of leave as well as incentive bonuses to technicians.
• Doing recommendations to client on hardware and software solutions.
• Planning of in-house systems and implementation. Installation and configuration of the following:
Software:
• Operating Systems: Win 98, Me, Xp Home & Xp Pro, 2000, Win Vista, Win 7
• Antivirus: Symantec Antivirus, Bit Defender, AVG, Panda
• Remote Desktop Software: Symantec pcAnywhere, Remote Administrator,
• UltraVNC
• Other Software: SQL Desktop Manager, SEG-SMF, Allps, Proloan,
• Smartfin, Delfin, Backup Software, Putty, Internet Explorer, MS Office, Outlook Express, Exchange
Hardware: Complete range of computers and printer
Manufacturers
Position: Intecon
Sales and Support Engineer
• Cold calling
• Planning new marketing strategy.
• Finding new client and doing demo of system.
• Ensuring that all application is complete correctly and keeping client informed about progress of application.
• Doing installation and configuration of all hardware and software needed to make the system functional at optimum performance.
• Giving training on new system and ensuring that it is fully functional.
• Advising on in-house systems and backup systems.
• Doing helpdesk support over the phone and remote software.
• Maintaining existing client base.
• Installing LAN and configuring LAN to WAN connections.
• Desktop support.
• Server maintenance.
• Connection maintenance and testing.
• Maintenance and monitoring of Backups.
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Installation and configuration of the following:
Software:
• Operating Systems: Win 98, Me, Xp Home & Xp Pro, 2000
• Antivirus: Symantec Antivirus, Bit Defender, AVG, Panda
• Remote Desktop Software: Symantec pcAnywhere, Remote Administrator,
• UltraVNC
• Other Software: SQL Desktop Manager, SEG-SMF, Allps, Proloan,
• Smartfin, Delfin, Backup Software, Putty IBM AS400.
• Hardware: Complete range of computers and printers Position: Regional LAN Administrator
African Bank
• Reporting to IT Manager on all regions and running projects
• Manager over 7 regional field technicians, and 2 in-house technicians
• Allocation of job cards to technicians and following up with the client
• Co-ordination of software roll-outs country wide.
• Ensuring that all technicians are up to standard with there skills
• Training of technicians on wide range of systems.
• Installation and configuration of LAN and WAN.
• Handling of problem clients.
• Allocation of leave as well as incentives and bonuses.
• Ensuring that all paperwork was complete correctly by client and handed in to the correct person.
• Sitting in on brainstorm meetings and ideas of bettering customer care.
• Maintaining of in-house LAN of 300 users in one building and 120 users in the other branch.
Installation and configuration of the following:
Operating Systems: - MS-DOS 3.1 up to 6.0,
- MS Windows 3.1 and 3.11 (Windows for
Workgroups)
- MS Windows ’95 and ‘98
Application Software: - Microsoft Office
- Corel Word Perfect Suite 7 & 8
- Microsoft Exchange
- Microsoft Outlook 98
- Microsoft Outlook Express
- Microsoft Internet Explorer 2 up to 5
- Symantec PC Anywhere 7 up to 9
- Various Anti-Virus Software
- Installed, configured LAN and WAN –
Head Office and 30 branches, maintenance
9
Database Administrative Software: - Boland Database Engine
- Database Desktop
- Paradox
Middleware: - Microsoft Message Que
- EMMW
Mainframe Software: - UTS Express 2.0
- IBM AS400
In-house Software: - CMS 2.9 up to 3.2
- FileFap (Boland Transaction Software)
- ActRemote
- InteAct
- Schlumberger Software (Card Reader)
- Intecon Financial Services Interface (IFSIA
& IFSIB)
- Installed and configured LAN’s
Position: Regional LAN Administrator African Bank
• Reporting to IT Manager on all regions and running projects
• Manager over 7 regional field technicians, and 2 in-house technicians
• Allocation of job cards to technicians and following up with the client
• Co-ordination of software roll-outs country wide.
• Ensuring that all technicians are up to standard with there skills
• Training of technicians on wide range of system
• Installation and configuration of LAN and WAN.
• Handling of problem clients.
• Allocation of leave as well as incentives and bonuses.
• Ensuring that all paperwork was complete correctly by client and handed in to the correct person.
• Sitting in on brainstorm meetings and ideas of bettering customer care.
• Maintaining of in-house LAN of 300 users in one building and 120 users in the other branch.
Installation and configuration of the following:
Operating Systems: - MS-DOS 3.1 up to 6.0
- MS Windows 3.1 and 3.11 (Windows for
Workgroups)
- MS Windows ’95 and ‘98
Application Software: - Microsoft Office
- Corel Word Perfect Suite 7 & 8
- Microsoft Exchange
- Microsoft Outlook 98
- Microsoft Outlook Express
10
- Microsoft Internet Explorer 2 up to 5
- Symantec PC Anywhere 7 up to 9
- Various Anti-Virus Software
- Installed, configured LAN and WAN –
Head Office and 30 branches, maintenance
Database Administrative Software: - Boland Database Engine
- Database Desktop
- Paradox
Middleware: - Microsoft Message Que
- EMMW
Mainframe Software: - UTS Express 2.0
- IBM AS400
In-house Software: - CMS 2.9 up to 3.2
- FileFap (Boland Transaction Software)
- ActRemote
- InteAct
- Schlumberger Software (Card Reader)
- Intecon Financial Services Interface (IFSIA
& IFSIB)
- Installed and configured LAN’s
Reason for intended leaving: Career advancement, better opportunity. Outsourced CS Holdings
Nov 1998 – Apr 1999 SNS (Strategic Network Services) As
Team Leader – Liberty Life Helpdesk
• Installation and configuration of various software and hardware as well as networks.
• Team Leader over 5 SNS helpdesk technicians that were contracted to Liberty Life.
• Allocating calls to technicians, following up that the call was done in the time frame, and that the client is happy.
• Ensuring that all technicians are up to standard, and the calls get done in the given time frame.
• A weekly meeting between Liberty life and SNS to make sure both companies is satisfied as well as addressing problems.
• Helpdesk support via phone and remote software.
Support on: - Blue Print
- Netscape 4.7
- Exactus
- Mainframe
- Proxy
- A/S 400
- Win 3.1, 95, and 98
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- Lotus Organizer
- Blue Print Online
- Internet and Intranet
- All hardware
- RASTAMS
Application Software: - Microsoft Office
- Corel WordPerfect Suite 7 & 8
- Microsoft Exchange
- Microsoft Outlook 98
- Microsoft Outlook Express
- Microsoft Internet Explorer 2 up to 5
- Symantec PC Anywhere 7 up to 9
- Various Anti-Virus Software
Reason for leaving: Intecon approached him to work for them – made a better offer.
Aug 1996 – Aug 1998 CSS Distributors
As
Production Technician
• Booking out of stock items for the building of computers.
• Building and configuring of hardware and software.
• Completing job cards on all computers and components used.
• Running build computers on QA test for the night, to ensure it’s fully functioning.
• Ensuring that the computer can log on to network.
• Booking out the complete computer to the client. Qualification
A+
N+
MCSE (20 years experience)
Software
Dos 6.2
Win 3.1 and 3.11
Win 95
Hardware:
I have also installed a configured all hardware components that can be found in a PC: VGA Cards
Sound Cards
Scsi Devices
CD Rom’s
Tape Drive
Schlumberger Card Reader
Network Cards
Modems (Wide range)
Scanners
12
Laptops (Wide range)
Basically all Hardware
Wireless Rooters and Network cards
Rooters
Reason for leaving:
Better career opportunity and growth potential.
Contact this candidate