Ingenuous Nekongo

I’m a customer-focused Remote Support Specialist with hands-on experience in live chat support, technical troubleshooting, and high-volume ticket resolution. I’m fluent in English and Afrikaans, with intermediate German, and I deliver fast, accurate, professional written communication across digital platforms.

At Genesis Fitness Health Club, I delivered real-time technical support using live chat-style assistance to staff across multiple departments. I maintained a high first-contact resolution rate while handling high volumes of daily support requests with accuracy, quality, and fast response times.

I supported end-users with Microsoft 365 tools (Outlook, Teams, OneDrive/SharePoint), and I administered and updated user accounts in Active Directory to ensure accurate access control and minimize downtime. I also maintained detailed support logs, incident records, and documentation to track resolutions and identify recurring issues, following standardized help desk procedures and escalation protocols.

I strengthen my foundation through the Google IT Support Professional Certificate (completed August 2024), covering technical support fundamentals, computer networking (TCP/IP, DNS, DHCP), Windows and Linux power user skills, system administration and IT infrastructure, and IT security defense fundamentals. I’m seeking remote roles in live chat support, virtual assistance, or IT help desk.