Support Engineer Customer Service

Sensitivity: Public

D I NGISWAYO MTHETHWA

I T S Y S T E M S E N G I N E E R

Box D95 Ezulwini the Gables +268******** ************@*****.*** OBJECTIVE

DOB: 24 May 1988

A qualified and motivated system support professional with a solid record in System maintenance and customer retention. Developing efficient plans and successful completion of projects and urgent tasks. Currently looking to progress in the IT field. E D U C A T I O N — EXPERIENCE

Richfield Graduate School

of Technology, Durban,

South Africa,

Server and Change

Management Certification

Modules Covered

IT Projects

IT Strategic Management

IT Risk Management

Computer Security

Database Management

Information Systems

Business Management

March 2023-February 2024

Managed Services Engineer L2 Support

Mobile Technologies Inc

July 2016-March 2023

IT Systems Support Engineer also currently Acting as IT Operations Manager • Mtn Eswatini Ltd

April 2012- 2016

Service Centre Consultant .Mtn Eswatini Ltd.

July 2011- 2012

Customer Service Consultant (Call Centre) • Mtn

Eswatini Ltd.

April 2010 - March 2011

Trade Marketer - BrandFusion

Managed Services Engineer L2 Support

Duties Include:

• Integrate Mobile-Technologies products with the customers system and other third parties.

• Perform deployments in various environments including production servers.

• Provide technical support to application and manage tickets. Report, track and ensure support calls resolution.

• Pro-actively look for improvements: new technologies implementation, process enhancement. Collaborate with development and test teams on issues and feedback on improvement.

Sensitivity: Public

IT Applications Support Engineer

Duties Include:

• Provide Level 2 application support to ensure the availability of applications according to predetermined service levels.

• Assist in the root cause analysis of application incidents.

• Plan and manage short- and medium-term projects.

• Monitor stability and feasibility of the applications environment.

• Plan future capacity enhancements and manage / maintain software releases and support tools.

• Provide in depth review of applications to correctly diagnose complex problem and provide relevant resolution.

• Provide detailed functional and technical documents; project estimates; work plans; schedule; resource plans and status reports.

• Participate in software development lifecycle; attend requirements reviews and develop leading edge processes to support new product enhancements.

• Management deployment of software releases to

production and QA.

• Develop, maintain, and support maintenance jobs and software upgrades.

• Facilitate and maintain best of breed product and support tools.

• Contribute to pre-testing phase of development by evaluating proposals to identify potential problem areas and make appropriate recommendations.

• Liaise with network administrators and software engineers to assist with quality assurance, program logic and data processing.

• Also tasked to oversee monthly billing cycle.

Sensitivity: Public

Service Centre Consultant

Duties Involved:

• Attend to walk in customers; listen to and resolve customer complaints/queries.

• Undertake and process services such as change of SIM cards, registration of prepaid lines, payments for customers.

• Facilitate reconnection and disconnection of client accounts.

• Facilitate activation of international roaming and activation of GPRS and Wireless Services.

• Provide hands-on support for customers on phone usage, and consumption.

• Perform all end-of-day duties.

• Elicit sale of new or additional standard services through prescribed routes.

• Facilitate and undertake the handset repair process to meet customer expectations.

• Undertake other related duties that are assigned by immediate supervisor from time to time.

• Device and data consultant

CUSTOMER-SERVICE CONSULTANT

Duties involved:

• Responsible for the smooth operations and customer management of all the escalated queries.

• Help customers through solving their queries on MTN Swaziland operations.

• Billing systems

• Solving customer queries associated with the complexity of using different mobile phone brands and brand models.

• Implied responsibility of marketing and selling products and services.

• Responding to customers accurately, providing 1st line support.

• Applying customer service policies and adhering to service levels.

• Maximizing on up-selling and cross-selling opportunities.

• Attending to data queries.

• Proving assistance to post-paid customers and resolving their package queries.

• Ensuring all opened pending cases are resolved escalated issues are resolved and closed.

Sensitivity: Public

K E Y S K I L L S —

SQL

Database management

and development

Systems maintenance

and troubleshooting

Microsoft office

packages

Spreadsheets

Email communication

As Brandfusion was subcontracted to SBL(Swaziland

Beverages Limited) Key duties were to:

SBL vendors are getting stock on time, vendor shops are branded perfectly and promotional items are still available.

Find out problems being faced by vendors while selling SBL products.

Find new customers for SBL.

REFERENCES

Brian Shikanga: +254-***-****** Mobile Technologies Team Lead Mr. Benjamin KoluoCell:76526041 IT Infrastructure Supervisor Mr Mziyanda Sikiti cell: 76060660 MTN colleague

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