Network Operations Customer Service

MOOI MOKGALAKA

Pretoria, Gauteng 073-***-**** ***********@*****.***

Languages: Sepedi English Tswana Zulu Sotho Professional Summary

Aspiring senior electrician and network operations professional with over 7 years of progressive experience in helpdesk support, network monitoring, and technical dispatch roles. Skilled in fault management, customer service, and incident resolution within high-demand environments. Proven ability to coordinate between technical teams, service providers, and clients to ensure minimal downtime and maximum operational efficiency.

Professional Experience

Technical NOC Dispatcher – Bidvest Facilities Management (Vodacom Contract) (Aug 2023 – Mar 2025)

- Dispatched and coordinated field engineers for network-related incidents across various sites.

- Monitored network alarms and escalated high-priority issues to relevant teams.

- Maintained accurate job logs, tracking progress and completion within agreed SLAs. Network Operations Centre (NOC) Administrator – Bidvest Facilities Management (Vodacom Contract) (Nov 2021 – Aug 2023)

- Monitored and reported on network performance, detecting and escalating faults.

- Managed incident tickets using IFS and WFM systems, ensuring timely resolution.

- Collaborated with internal teams and external vendors to restore services efficiently. Helpdesk Operator – Bidvest Facilities Management (Feb 2018 – Nov 2021)

- Provided first-line support to clients, logging and categorizing service requests.

- Troubleshot minor faults and escalated unresolved issues to technical teams.

- Delivered exceptional customer service while adhering to response time targets. Education

Diploma in Safety Management – In Progress, University of South Africa NQF 5 Economics and Management Science – 2021, University of South Africa N6 Electrical Engineering – 2017, Tshwane South TVET College Matric – 2011, Modipa High School

Certifications & Training

Network Addressing and Basic Troubleshooting – Cisco Cybersecurity – Cisco (In Progress)

Technical Skills

SAP, Citrix, IFS, WFM, IoT Systems

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