I am a results-oriented IT professional with over 4 years of experience in providing comprehensive technical support and enhancing operational efficiency. Throughout my career, I have developed a proven track record in troubleshooting network, software, and operating system issues in a distributed software environment. I possess exceptional English written and oral communication skills, which have allowed me to effectively communicate with clients and provide excellent customer service. I have advanced knowledge of computer hardware and software, including Microsoft Office Suite of Applications, Microsoft365, Azure, and Active Directory. I am committed to continuous learning and adapting in the ever-evolving technology landscape.
At Letaba Wireless Networks, I have been responsible for managing incoming support calls and inquiries from clients. I accurately document issues and create support tickets in the system, ensuring timely resolution within service level agreements. I delegate tickets to appropriate technical staff based on issue complexity and monitor ticket progress to prevent breaches and ensure customer satisfaction. I maintain positive working relationships with technical staff and customers, facilitating smooth issue resolution. Additionally, I conduct regular quality control checks on completed tickets to ensure high service delivery standards and generate accurate records and reports on ticket handling, resolution statistics, and customer feedback.
