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@alfredvanster
Detail-oriented IT professional specializing in Tier 1 helpdesk, process optimization, and end-user support.
South AfricaI am an IT helpdesk professional with hands-on Tier 1 support experience and a background in process optimization and logistics coordination.
Over the past year I resolved an average of eight daily support tickets, managed ticketing records in ConnectWise, and trained end-users on applications such as Microsoft 365 and VPN, improving adoption and reducing repeat queries.
I previously managed allocation of client service requests using Zendesk and ConnectWise, monitored SLAs, and optimized dispatch workflows to reduce assignment time, while also coordinating travel logistics and expense reconciliation with high accuracy.
I hold coursework/certifications in CompTIA A+, Network+, and CCNA, and have experience implementing and auditing ISO 9001 quality systems, negotiating vendor contracts, and supervising small teams to improve service delivery and documentation accuracy.
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Work history, roles, and key accomplishments
Fortis
Aug 2024 - Present (1 year 3 months)
Resolved an average of 8 daily hardware, software, and network support tickets, reducing average resolution time and minimizing user downtime; documented all incidents in ConnectWise with 100% accuracy and trained end-users on M365 and VPN adoption.
CERGE
Nov 2022 - Aug 2024 (1 year 9 months)
Managed allocation of 60 client service requests to a team of 6 using Zendesk and ConnectWise, monitored SLAs and escalated 8% of high-priority issues to Tier 2/3, and optimized dispatch workflow to reduce assignment time by 12 minutes.
EPRI
Nov 2018 - Nov 2022 (4 years)
Coordinated end-to-end travel logistics for five researchers monthly across multiple countries, processed and reconciled expense reports with 99% accuracy, and negotiated vendor contracts to reduce travel costs by 8%.
Power Transformers
Feb 2015 - Nov 2018 (3 years 9 months)
Implemented and audited ISO 9001 quality management systems across three audits, developed and revised product/process specifications, and supervised a team of six inspectors improving documentation accuracy.
Degrees, certifications, and relevant coursework
Certificate in Wealth Management, Wealth Management
2010 - 2011
Completed a Certificate in Wealth Management at INSETA from 2010 to 2011.
UACertificate in Business Administration, Business Administration
2006 - 2007
Completed a Certificate in Business Administration at the University of South Africa from 2006 to 2007.
CICCNA, Networking
Completed CCNA coursework (Cisco Certified Network Associate).
COCompTIA Certifications (A+, Network+), Information Technology
2022 - 2023
Completed CompTIA coursework (A+ and Network+) between May 2022 and May 2023.
South AfricaYou can contact Alfred and 90k+ other talented remote workers on Himalayas.
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