Customer Service Desk
Resume:
L I Z E L V A N
R E N S B U R G
Lizel.vanrensburg@ictgl
obe.com
** *** *******, ****** ******, Sinoville, Pretoria, SOUTH AFRICA
A B O U T M E
IT Specialist with 26 years’ experience, working in the private sector. Highly organized & self-motivated. I play a key role in minimizing any End User interruptions.
P E R S O N A L
D E T A I L S
ID Number
Nationality
South African
Marital status
Divorced
D R I V I N G
L I C E N S E
Driving license category
CODE B
E D U C A T I O N
HIGH SCHOOL DIPLOMA
Hugenote High School
1991-1995
Matric
Afrikaans
English
Mathematics
Accounting
Biology
Science
CERTIFICATES
MATRIC
A+ Certificate
ITIL
Essential Skills for Call Centre
Staff
CA Unicentre
IT Focus Workshop – Attracting,
Maintaining & Enhancing
W O R K E X P E R I E N C E
SERVICE DESK AGENT
Dimension Data Pretoria Dec 1997 - Aug 2002
Call-taking and 1st line user support
HARDWARE & SOFTWARE TECHNICIAN/TEAM LEAD
Dimension Data Pretoria Sep 1997 – Dec 2011
• Hardware and Software Technician
Installation of software
Windows 2000 Pro & XP Pro setup, MS Server 2003
• Network Technician
Adding PC’s to Domain, troubleshooting IP Conflicts, Wireless network troubleshooting on Microsoft Server 2000/2003
• Desktop Support
Supporting users with various problems i.e.
- Configuration of Email & Antivirus software etc.
- Setup and installation of network printers. Pc audit
• LAN / WAN Support
Supporting various network problems
E-mail to IP addressing
Software-related problems.
Wireless (Implementations, Maintain)
Team leader – Guide and monitor team
Managing, logging, and updating calls on the & Service Now system SERVICE DESK MANAGER
EMID/iOCO Pretoria Jan 2011 to June 2022
• Ensuring customer queries or issues are captured, validated, and triaged for further processing.
• Ensuring that various types of information are communicated to customers through the appropriate channel(s)
• Categorize and record reported queries and provide solutions
• Escalate, if needed, unresolved problems to a higher level of support
• Customer service
Manage the overall Emid Service Desk activities.
Act as a further escalation point for a wider customer service role.
Report to senior managers on any issue that could significantly impact the business.
Attend client meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk.
Monitoring
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
Acting as an escalation point where difficult or controversial calls are received
Producing statistics and management reports
Liaising with senior management
Oversee requests, incidents, and problems.
Manages and coordinates urgent and complicated support issues.
Act as an escalation point for all requests and incidents. Customer Relationships.
Certified Helpdesk Professional
ITIL IV Certified
S K I L L S
Communication
Teamwork
Empathy
Customer Service
Problem-Solving
Adaptability
Active Listening
Decision Making
H O B B I E S
Traveling and outdoor activities
L A N G U A G E S
Afrikaans
English
Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
Communicate appropriately to internal and external customers.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
Manages the Service Desk staff including consultation on performance evaluations.
Act as a further escalation point for a wider customer service role.
Report to senior managers on any issue that could significantly impact the business.
Attend client meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk.
Communicate appropriately to internal and external customers.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
Manages the Service Desk staff including consultation on performance evaluations Operations Manager
EMID/iOCO Pretoria July 2022 – March 2023
• Ensuring customer queries or issues are captured, validated, and triaged for further processing.
• Ensuring that various types of information are communicated to users through the appropriate channel(s)
• Categorize and record reported queries and provide solutions
• Escalate, if needed, unresolved problems to a higher level of support
• Customer service
Manage the overall Emid, Aptronics, Kuoni & FSS Service Desk activities.
Managing the EOH Switchboard staff
Act as a further escalation point for a wider customer service role.
Report to senior managers on any issue that could significantly impact the business.
Attend client meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk.
Monitoring
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
Acting as an escalation point where difficult or controversial calls are received
Producing statistics and management reports
Liaising with senior management
Oversee requests, incidents, and problems.
Manages and coordinates urgent and complicated support issues.
Act as an escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
Communicate appropriately to internal and external customers.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
Manages the Service Desk staff including consultation on performance evaluations.
Act as a further escalation point for a wider customer service role.
Report to senior managers on any issue that could significantly impact the business.
Attend client meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk.
Manages the Service Desk staff including consultation on performance evaluations Operations Support Manager
EMID/iOCO Pretoria April 2022 – Present
• Ensuring customer queries or issues are captured, validated, and triaged for further processing.
• Ensuring that various types of information are communicated to users through the appropriate channel(s)
• Categorize and record reported queries and provide solutions
• Escalate, if needed, unresolved problems to a higher level of support
• Customer service
Manage the overall ictGlobe Managed Services support operations and Service Desk activities.
R E F E R E N C E S
Managing support staff
Act as a further escalation point for a wider customer service role.
Report to senior managers on any issue that could significantly impact the business.
Attend client meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk.
Monitoring of services
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
Acting as an escalation point where difficult or controversial calls are received
Producing statistics and management reports
Liaising with senior management
Oversee requests, incidents, and problems.
Manages and coordinates urgent and complicated support issues.
Act as an escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
Communicate appropriately to internal and external customers.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
Manages the Service Desk staff including consultation on performance evaluations.
Act as a further escalation point for a wider customer service role.
Report to senior managers on any issue that could significantly impact the business.
Attend client meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk.
Managing the ISMS process and documentation
Procurement and Billing
Manage IT Systems Administrator, MS365 Administrator, and Infrastructure & Support team
Standardize procedures to improve the efficiency of staff
Identify problematic areas and implement strategic solutions
Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs
Create workshops and training programs for all staff
Ensure hardware and software assets are appropriately managed
Manage the procurement process together with the IT Administrative Officer
Set SLAs with business units and ensure turnaround times are within agreed SLAs
Conduct regular feedback sessions with Business Units to ensure service expectations are met
Ensure systems are properly administered according to agreed standards and procedures
Organize and establish deadlines for major IT projects such as system updates, migrations, upgrades, and outages
Help define IT infrastructure strategy, architecture, and processes
Manage SLAs of service providers and ensure on-time delivery
Ensure appropriate security policies and procedures are implemented, maintained/updated, and enforced.
Schedule and organize penetration testing, red/blue team exercises, and disaster recovery plan tests.
Identify needs for recruiting, training & coaching of employees and communicate job expectations
Implement agreed personal development plans and ensure regular training and skills development takes place.
Frik van Rensburg
ady99v@r.postjobfree.com
Michelle Billingham
ady99v@r.postjobfree.com
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