Technical Support Specialist Monitoring Expert

C* General

NTOMBI NQAQU

Email address: ******.*****@*****.***

Contact number: 083*******

EXPERIENCE

FTTx ESCALATION SPECIALIST, VODACOM CURRENT

Manage end-to-end fibre escalations, ensuring swift resolution and process improvements.

• Escalation Management: Overseeing central mailboxes to provide end-to-end resolution for complex customer escalations.

• Performance Metrics: Consistently meeting a 90% SLA threshold while maintaining optimal service turnaround times.

• Strategic Analysis: Utilizing Root Cause Analysis (RCA) and data interpretation to identify and resolve systemic trends.

• Process Improvement: Developing and implementing service enhancements driven by query outcomes and trend analysis.

• Service Coordination: Managing schedules for new installations and technical field support for fault resolution.

MOBILE DATA & FTTX SUPPORT AGENT, MTNSA October 2007 to April 2021 Managed end-to-end support for Fiber and mobile data services, combining technical troubleshooting with sales administration. Expert in resolving connectivity issues

(WIFI, VoIP, FLTE) and performing network diagnostics. Proficient in financial reconciliation, including billing disputes, invoicing, and data validation, while maintaining accurate reporting databases

• Technical Troubleshooting: Resolved FLTE/FTTx connection issues and configured SMTP/POP3/IMAP email settings

• Sales & Admin: Captured sales applications, prepared fiber quotations, and managed customer records.

• Financial Accuracy: Validated data for billing disputes, refunds, and contractual invoicing.

• Network Diagnostics: Conducted ping checks and diagnostic tests to streamline escalations to Back Office.

• Technical Troubleshooting: Resolved FLTE/FTTx connection issues and configured SMTP/POP3/IMAP email settings.

C2 General

SECONDMENT POSISTION AUGUST 2019 to AUGUST 2020

BACK-OFFICE SUPPORT ADMINISTRATOR SPECIALIST, MTN FINANCIAL SERVICES Managed the Mobile Money lifecycle and integrity by conducting AML investigations, PEP/Sanction reviews, and thorough due diligence. Onboarded users via Athena KYC and validated ECW system features through daily testing while ensuring 80%+ satisfaction in query resolution.

• Compliance & Risk: Investigated potential money laundering risks and conducted high-level due diligence according to global standards.

• KYC & Onboarding: Managed customer and agent onboarding via Athena KYC and profile creation on ECW.

• Regulatory Reporting: Prepared detailed AML compliance reports and monitored sanction triggers to mitigate organizational risk.

• System Testing & Support: Performed daily functional testing on ECW features

(Cash-in/out, payments) and maintained an 80%+ customer satisfaction rating for query resolution.

• Technical Proficiency: Advanced user of Athena, CSNMS, Egain, and Siebel systems.

SME POST- PAID CONSULTANT DECEMBER 2004 to SEPTEMBER 2007 Corporate & SME Support: Provided dedicated assistance to Business Large, Medium, and SME customers, including EBU Sales Representatives and Account Managers.

Account Administration: Executed critical service tasks such as processing SIM swaps, suspending lost/stolen devices, and updating client information. Billing & Reporting: Resolved complex billing queries and facilitated the distribution of invoices and itemized statements.

Stakeholder Management: Maintained the company’s professional image through consistent feedback and efficient problem-solving for key business stakeholders. EDUCATION

CERTIFIED CYBER SERCURITY InProgress

CERTIFICATE IN RISK MANAGEMENT, DAMELIN COLLEGE Completed 2024 BACHELOR OF BUSINESS ADMINISTRATION, RICHFIELD GRADUATE INSTITUTE OF TECHNOLOGY 2017 until 2020

Major: Accounting

Entrepreneurship & Small Business Management,

Strategic Management, Project Management,

Total Quality Management, Research Methodology

C2 General

Business Statistics, Business Ethics, Business Economics, Human Resources Management, Business Management Industrial Psychology, Commercial Law.

CERTIFICATE IN PRINCIPLES OF PROJECT MANAGEMENT, UNIVERSITY OF THE WITWATERSRAND Nov-2019 until Mar-2020

Introduction to Project Management, Project Feasibility and Selection, Project Scoping, Project Definition, The Project Preliminary Schedule, Project Executions, Monitor and Control, Project Close. CERTIFICATE BASIC BUSINESS ACCOUNTING, UNIVERSITY OF THE WITWATERSRAND Jul-2018 until Nov-2018

Introduction to business accounting, Introduction to VAT &Tax Introduction Internal Auditing, Cash and Creditor’s Invoice Cash Book, Debtor’s Ledger, Creditor’s Ledger

Salaries and Wages, Introduction to VAT &Tax

Introduction Internal Auditing, Practical construction of financial statements DIPLOMA IN BUSINESS MANAGEMENT, OXBRIGE ACADEMY

Jun-2013 until Dec-2014

Financial Management, Management Principles

Marketing Management, Legal Principles

MATRIC, M H JOOSUB TECHNICAL HIGH, 1997

English, Afrikaans, Accounting

Business Economics, Geography, Biology.

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