Open to opportunities

Nox Pen

@noxpen

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Focused IT technician with extensive experience in project coordination.

South Africa

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What I'm looking for

I seek a role that values collaboration and offers opportunities for growth.

I am a dedicated IT professional with a strong background in technical support and project coordination. Over the years, I have honed my skills in managing resources, ensuring service delivery, and providing top-notch customer service. My experience spans various roles, including Helpdesk Consultant, Service Desk Coordinator, and Quality Assurance Analyst, where I have consistently met and exceeded performance standards.

Currently, I serve as a Client Delivery Coordinator, managing high-touch projects for FNB. My responsibilities include handling escalations, ensuring SLA compliance, and maintaining effective communication with stakeholders. I pride myself on my ability to analyze service data and provide actionable insights that enhance service quality and customer satisfaction.

With a commitment to continuous improvement, I am always looking for ways to streamline processes and enhance the customer experience. I am eager to bring my expertise in IT support and project management to a new role where I can contribute to organizational success.

Experience

Work history, roles, and key accomplishments

Internet & Print Shop Assistant

Local Internet Cafe

Jan 2024 - Present (1 year 6 months)

Provided various services including company registrations, T-shirt printing, photocopying, laminating, scanning, and mug printing. Managed daily operations of the internet cafe.

Customer Service Printing Document Management Retail Operations Administrative Support

Client Delivery Coordinator

Gijima

Jun 2014 - Present (11 years 1 month)

Managed high-touch projects, resolving escalations from project implementations and Gijima with FNB. Ensured SLA compliance per region and updated project trackers weekly.

Project Coordination Escalation Management SLA Terminal Support

Quality Assurance Analyst

Gijima

Jan 2014 - Present (11 years 6 months)

Analyzed service incident data, emails, and customer surveys to identify areas for service delivery improvement. Provided structured feedback and conducted targeted coaching sessions for analysts.

Quality Assurance Data Analysis Process Improvement Customer Service Coaching

Service Desk Co-ordinator

Dimension Data

Feb 2008 - Present (17 years 5 months)

Scheduled and managed resources for incident resolution within SLA targets, verifying call classifications and re-allocating requests as needed. Followed up on pending incidents with engineers and third parties, and managed the return of faulty spares.

SLA Management Incident Management Resource Allocation Vendor Management VMWare HP Servers Cisco UCS)

Customer Service Representative

My Wireless

Jan 2006 - Present (19 years 6 months)

Provided technical support for broadband modems, decoders, and satellite internet connections. Handled technical calls, application follow-ups, and web interface issues.

Technical Support Call Center Operations Broadband Troubleshooting Customer Service

Education

Degrees, certifications, and relevant coursework

College SA

Certificate, Project Management

Completed basic and professional level courses in Project Management, enhancing skills in project coordination and strategic planning. This certification provided a foundational understanding of project lifecycle management.

Issett Seta

NQF Level 4 Certificate, Technical Support

Achieved NQF Level 4 certification in Technical Support, accredited by Issett Seta. This qualification provided comprehensive knowledge and practical skills in IT technical support, including troubleshooting and system maintenance.

Molapo Campus

Certificate, Electrical Engineering

Studied Electrical Engineering at Molapo Campus, gaining foundational knowledge in electrical systems and principles. This program provided an introduction to the field, covering basic concepts and applications.

Jabulani Technical

Matric (Grade 12), General Studies

Completed secondary education, earning a Matric (Grade 12) certificate from Jabulani Technical. This included a focus on technical subjects, preparing for further studies or vocational training.