Client Service Technician

Abbott Laboratories SA

March 2018 to April 2021

? constantly monitoring of individual and group queue to resolve routine desktop issues and requests.
? update remedy and other data repositories as appropriate in a timely manner.
? achieve target ticket volume and ticket resolution levels.
? effectively communicate and assist with implementation of it solutions, for both.
Applications and infrastructure.
? contributed by taking lead in local it core infrastructure installations and.
Maintenance.
? assist with local project planning, implementation, and reporting.
? assist with internal and external audit.
? maintaining and monitoring stock levels.
? responsible for complying with applicable corporate policies and procedures.
? working with cfs in procuring of new and replacement devices with accordance.
To global standards.
? maintain productive relationships with abbott users and service providers.
? local point of contact for bts and other third-party it support service providers.
? offer remote application and hardware support locally and other african regions.
? providing it induction training on abbott it policies and procedures.
? managing and maintaining of local mobile service provider costs as per business.
And divisional requirements.
? requesting of quotes from abbott approved vendors on mobile devices,.
Computer/laptop accessories and peripherals.
? health and safety complaint as part of the ohs team leads.
? escalate any complex issues and faults to it manager.
? obtain and maintaining a high level of customer satisfaction across all divisions.

Technical Support

Oryx IT Solutions

March 2017 to February 2018

Contracted to abbott laboratories sa.

Technical support consultant

Telkom Mobile

October 2013 to February 2018

? provided core 2nd level technical support.
? making outbound calls and receiving calls to assist customers.
? resolve all technical escalations for all mobile customers on voice, data.
Packages.
? ensure optimal service availability.
? provide support and assistance to stores.
? assist with booking of device repair queries.
? update incident and problem management systems (crm/ipaccman).
? ensure an end to end process is followed in terms of query resolution.
? innovating and proactively testing new technologies with relevant stakeholders.
To generate insights on what works thus contributing to test & learn culture.
? provide core 2nd level technical support to all channel partners.
? attending to issues logged through the mailbox, social media, ivr & crm.
Queues.
? perform any ad hoc requested.

IT Administrator

Wings Travel Management

February 2013 to September 2013

? technical support to the business.
? resolve all allocated support queries within agreed service level agreement.
? provide after hour support to all staff when required and assist with all technical related queries.
? escalate any complex faults to team leader ? it.
? ensure that wings staff is always treated as valued customers.
? effectively communicate with internal customers.
? provide technical assistance for all meetings/training and related requirements.
? always comply with network security policies and procedures.
? keep staff informed of any problems and enhancements made to the network.
? assist in the testing of new software.
? maintain printer configurations.
? assist head of it in effective planning to accommodate growth.
? ensure cabling and patching of all network points are done accurately and patch panels are maintained.
? produce recommendations to team leader - it for software/hardware.
? hardware and network maintenance.
? identify faults on office equipment and report to suppliers accordingly.
? liaise with suppliers on hardware repairs.
? report connectivity outages to supplier and inform team leader - it accordingly.
? asset administration.
? monitor stock levels and advise head of it accordingly.
? maintain computer related equipment registers.
? ict projects administration.
? ensure it infrastructure in offices is implemented effectively and tested prior to commissioning.
? maintain users and phone set ups on pabx.
? assist in the maintenance of database on all extensions and team allocations.
? create and maintain rightfax users.

Sales Consultant

Hollard

March 2011 to January 2013

? Answer incoming calls and respond to customer's emails.
? Management and resolve customer complaints.
? Provide product and service information to customers
? Closing of sales
? Identify and escalate issues to supervisors

Bachelor of Commerce

January 2021 to Currently studying

January 2008 to January 2010

January 2003 to January 2007

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

Yes

Interests and hobbies