Helpdesk Support Technician

Dell Computers

May 2008 to Actually working here

Providing Technical Support to Major Corporates In R.S.A and U.K. ? Telephonic ,Email , Chat and Remote Desktop Support ? Troubleshooting hardware & software ? Correct identification of customer problems, logging, escalation/resolution ? Adhere to all service management principles ? Ability to provide first time resolution by using available tools ? Identification and escalation of re-occurring problems and incidents ? Update and maintenance of knowledge base - IT and Technical documents ? Upload general knowledge base documents ? Hardware and software upgrades ? Configuration of WIFI network. ? Building and configuring PC?s ? Escalate IT issues to management where necessary ? Diagnose & resolve technical issues ? Undertake IT projects. ? Setting up and configuring new laptops and desktops ? Software Installation and Licencing ? Ensuring security and upgrades are applied and kept up to date on desktops and laptops ? Fault-finding to laptops and desktops ? Remote Support to Clients Applications, Software and Settings. ? Reporting faults and maintaining logs on systems database. ? Provide assistance and support to colleagues in IT-related matters ? Ensure that a high level of customer service and support is provided to all internal and external customers resolving issues within SLA and maintaining Best Customer Satisfaction ? Total Solutions: Creating quotes and processing, ensuring that parts quoted for will resolve for damaged systems or general upgrades. ? Well-Developed Telephone, Interpersonal, Relationship Building And Customer Service Skills; Probing, Listening, Problem Solving, Decision Making And Conflict Management Skills; ? Knowledge And Understanding Of Dell Products Inc. Desktops, Notebooks, Workstations, Projectors , PDA?s, Tablet PC?s, Smart Phones,Routers,3G and Wireless Setup, Raid Storage, Networks and Back Ups.

Helpdesk IT Support

Spar South Rand DC

August 2006 to April 2008

Logging And Resolving Of Calls Within The Required Sla.Connecting Via Satellite Link (Dame ware) Into Stores To Resolve Call More Efficiently. Running Back- Ups Of Critical Database At Store Level. Logging Calls With Program (Heat) That Stores Are Able To Monitor Status On Call. Setting Up Of New Networks At Store Level. Administration Of Call Logged/Closed In Region Within SLA. Dispatching Of Specialists To Attend To Store Down Situations Or Swap Out Hardware On Maintenance. Assisting Retailers With Software Issues Relating To Sales, Prices Of Goods, And Guidance On Running Systems More Effectively.

IT Support

CEB Maintenance

March 2004 to July 2006

? 1st Line Support. ? Resolving Store Down Situations And Centre Down Situations, ? Assisting Clients Telephonically Within Required SLA, ? Execution Of Installations, ? Upgrades, ? Site Surveys ? Equipment Maintenance, ? Stock Control, ? Administration, ? Dispatching Engineers To Calls That Has To Be Actioned, ? Handling Of Day To Day Calls, ? Logging Of Calls With Customers Such As Imperial Car Hire, Foschini Group, Shoprite, Metro, Spar, Caltex, Friendly Grocers, Woolworths, Truworths, Mr Price, First National Bank, Pick N Pay And Clicks Groups ? Take Responsibility For Documentation And Daily Reports Pertinent To Your Assigned Areas ? Answering Of Incoming Calls ? Logging, Updating And Closing Of Calls ? Solving Of Hardware / Software Calls Telephonically ? Technical Telephonic Support For Users And Managers ? Dialing Into Stores And Assisting With Software / Hardware Problems ? Dialing Into Stores And Assisting With Start Of Day / End Of Day / Backup Problems (Remote Support) ? Telephonic Technical Support For Engineers And Group Leaders Monitoring Service Level Agreement (SLA) Times And Engineer Estimated Time Of Arrival (ETA)

Associate's Degree

2014 to 2014

Associate's Degree

2012 to 2012

Engineer's Degree

2011 to 2011

Engineer's Degree

2000 to 2000

S7

1987 to 1999

Career Goals

I Can Work Under Pressure. I Enjoy Training And Guiding People. I Can Take On Extra Work That Will Help Me Achieve My Goal. I Am Very Self Motivated. I?m A Quick Learner And I Am An Accurate Worker. I Volunteer To Help Others Where There Is A Need. Prepared To Be Productive To The Company. Excellent Oral Communication Skills; Team Player With A Positive Attitude And The Ability To Motivate And Create Enthusiasm In Others; Self Starter / Innovative And Flexible And Able To Work Well Under Pressure; And Reliable And Able To Work Without Close Supervision.

Industries of interest

Technology

Areas of interest

IT / Technology / Telecommunications

Availability to travel and work outside the city

Yes

Interests and hobbies