Data Entry Clerk with 14 Years IT Support

* ******** ******, ***** *******, **** (M) 078******* (ID) 880**********

***********@*****.***

Personal statement

IT Support and Customer Service professional with 14+ years of experience across telecommunications, healthcare, and corporate environments. Adept at diagnosing and resolving complex technical issues, leading support teams, and implementing service delivery improvements. Skilled in bridging technical and non technical communication, ensuring SLA compliance, and driving customer satisfaction. Recognized for proactive problem solving, training delivery, and operational efficiency.

Core Competencies

• IT Support & Troubleshooting (Level 1–2)

• Customer Service Excellence & SLA Management

• Team Leadership & Staff Training

• Remote Desktop & Hardware Support

• Active Directory & License Administration

• Test Automation & Agile Methodology

• Conflict Resolution & Stakeholder Communication

Technical Skills

• Certifications: CompTIA A+, CompTIA N+, CompTIA IT Operations Specialist, Higher Certificate in IT

• Platforms: Windows, Android

• Hardware: Desktop/laptop configuration, printer/scanner setup, intercom testing & repair

• Applications: Zendesk, Jira, TeamViewer, Anydesk, Norton/Bitdefender/McAfee, Pastel Evolution, Agile Testing

• Tools: Remote support platforms, ticketing systems, invoicing software Employment history

Client Success Support – Qode Health Solutions

(October 2020 – current)

Address daily Customer Portal logs to facilitate the swift resolution of application/system issues and inquiries.

Duties

Software Support:-

• Analyze and diagnose problems so that the appropriate solutions can be speedily supplied

• Provide ongoing feedback to users regarding problems and the actions taken

• Update the Customer Portal system to provide dated information regarding the progress of call resolution

• Monitor the end result to ensure the problem does not re-occur

• Ensure that issues logged on the Customer Portal are resolved in line with the SLA’s in place

• Test new and existing features, debug code (units, integration and acceptance testing) and report errors and failures

• Work collaboratively with the development team to correct errors and participate in testing for product releases

• Resolve daily Customer Portal logs for the quick resolution of application/system concerns and queries

• Analyse and diagnose problems so that the appropriate solutions can be speedily supplied

• Provide ongoing feedback to users regarding problems and the actions taken

• Update the Customer Portal system to provide dated information regarding the progress of call resolution

• Monitor the end result to ensure the problem does not re-occur

• Ensure that issues logged on the Customer Portal are resolved in line with the SLA’s in place

• Test new and existing features, debug code (units, integration and acceptance testing) and report errors and failures

• Work collaboratively with the development team to correct errors and participate in testing for product releases

Team lead Technical Support – Comb Communications

(June 2013 – September 2020)

Working in a busy Tele-communication company, leading the technical support team. Maintain and support systems, intercoms, SIM card network/contracts, invoices/billing and peripherals; respond to user service requests; and resolve trouble tickets. Duties

Being 3rd point of call for all technical issues

Handling end user and technician product training

Logging faults and managing response times

Diagnosing and resolving problems efficiently using Linux coding to retrieve data and program devices

Managing device logs using Putty Application

Software loading on devices using Tera-Term

Maintaining the integral security of business networks

Ensuring all hardware operates at its optimum level with latest updates and patches

Efficiently allocating incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met.

Compiling reports on SLA targets, numbers and types of request, communicating findings to the Operations manager and to respond to any further requests for data that are required for analysis.

Working with the Customer Relationship and installers to implement service delivery requirements.

Conducting quality control checks and edit work if necessary, identifying and highlighting best practice for Support Managers and sharing this with the team. Technical Helpdesk Support – Comb Communications

(December 2011 –May 2013)

Delivered level 1 and 2 technical assistance for over 500 end users and installers/technicians. Facilitated rapid resolution of user issues and forwarded more complex problems to the development team.

Duties

Manning the IT help desk and providing instant solutions to technical issues

Running diagnostic checks and servicing essential IT hardware

Repairs, invoicing and quoting client on replacement components

Explaining complex IT issues to non-technical clients

Provided level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.

Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.

Closed 95% of trouble tickets on the first call without escalation.

Commended for quickly resolving complex issues including system crashes, network slowdowns, and connectivity problems.

Identifying and solving IT problems and logging them into the relevant databases Escalation Manager for AU and ZA language department – RTM/DPSA

(December 2010 –October 2011)

Promoted to team leading position to assist with unresolved queries, train and supervise 50+ customer service agents

Duties

• Monitored calls and provided feedback during coaching sessions

• Monitored and evaluated CSR performance to assure quality service, professionalism and courtesy, and identify actions that can improve call quality and customer

satisfaction

• Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance.

• Provided verbal and written feedback.

• Improve and maintain quality of messages typed by agents

• Converting voicemail messages to text (SMS and Emails) data capturing

• Ensured staffing is appropriate relative to the unit's volume of work

• Creating and maintaining accurate database of all pending and resolved issues Call centre agent – AU language department – RTM/DPSA

(April 2010 –December 2010)

Manage around 75-150 messages each day in a fast-paced, busy setting. Duties

• Data capturing

• Converting voicemail messages to text (SMS and Emails

• Maintain detailed administrative and procedural processes and manage a wide variety of customer service issues in order to improve accuracy, efficiency, and satisfaction

Helpdesk Support – Dake Solutions

(October 2007 – June 2009)

Putting together and taking apart desktop and laptop computers for repairs and extra RAM installation. Submit support tickets through a web-based ticketing system to properly document files.

Duties

General Administration:

• Filling system

• Record keeping

• General office procedures

• Telephone Etiquettes – inbound and outbound calls

• E-mail, faxing, scanning

Helpdesk / Support:

• Provide online submission of helpdesk request

• View status of the submitted requests

• Tracking of all requests

• Checking with users on problems marked “closed” to ensure that user is satisfied

• Review the outstanding Helpdesk calls regularly

• Provide access for end users to their helpdesk jobs over the intranet.

• Performing first-level problem determination

• Follow up the problems coming through the Helpdesk to ensure that action has been taken

• Providing reports on the types and volume of logged problems

• Maintain the level of technical expertise required to answer questions and solve first- level problems

Projects

Lynx Software Application (Mobile App – Android & Windows)

• Conducted quality testing, including APK installation and functional validation.

• Designed and executed detailed test cases to ensure system reliability.

• Facilitated User Acceptance Testing (UAT) with NGO stakeholders.

• Delivered training sessions for NGO staff on app functionality.

• Authored comprehensive user manuals for end-users.

• Provided ongoing after-sales support and system maintenance. Edu Online Platform

• Supported users in course navigation and enrollment processes.

• Managed event creation for online and face-to-face sessions.

• Issued certificates and ensured accurate record submission to the Medical Council for compliance and auditing.

• Administered the Learning Management System (LMS), troubleshooting technical issues and managing course content.

Security Equipment Installation & Access Control Application

• Collaborated with contractors and property agents to plan security equipment installations.

• Introduced an application (mobile & Windows) enabling users to request access codes, allocate/deallocate remote controls, and manage biometric systems.

• Ensured compliance with electrical/electronic installation regulations during site projects.

• Trained technicians on device installation and repair procedures.

• Compiled detailed user manuals for system usage.

• Conducted site inspections to verify adherence to compliance standards. Call Center Client Support

• Assisted USA, Australian, and South African clients with accurate information capture.

• Achieved 100% adherence performance across all tasks.

• Maintained a 100% QA score, ensuring service quality and compliance.

• Demonstrated 100% time management, consistently meeting deadlines in a high-volume environment.

• Achieved call resolution under 2.5 minutes, meeting minimal goal targets.

• Maintained data capturing speed of 55 WPM, ensuring efficiency and accuracy. Education

Management College Of SA

(2018 Jan -2018 Dec)

Higher Certificate in Information Technology Management Web development Passed with Distinction Computer Hardware and Architecture Passed End User Computing Passed with Distinction Essential Business Mathematics Passed Business Communication Passed Intro to programming using Java Passed Networking Fundamentals Passed Information systems Passed with Distinction Boston College

(2012 – 2015)

CompTIA A+, Comptia N+ & Network Specialist Technician Certificate Cornerstone College

(2010)

Call Centre certificate, Advance certificate in Microsoft Excel Ramohlokolo Senior Secondary School.

(2001 – 2005)

Matriculated

References

Available upon request.

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