Robertha Baker

Diagnosed and resolved software and system issues, assisting users via a ticketing system to ensure fast resolutions. Provided step-by-step solutions and documented complex issues for escalation to Level 2 Analysts. Maintained high efficiency and quality, consistently meeting weekly KPIs.

Implemented a VoIP system that increased monthly successful incoming calls by 54% and managed projects for IT, Digital Marketing, and Web Development teams. Recruited 13 remote management staff and 54 UK-based tutoring staff, designing a retention system that increased staff retention by 35%. Managed the sales team, achieving an average of 10 sales per day.

Transcribed two to three market research audio files daily, ranging from 23 minutes to 3 hours in length. Successfully completed transcription projects for notable clients including Cell C, Mentors, KFC South Africa, FNB, and ANC Government. Maintained consistent productivity and accuracy in processing audio content.

Managed department heads and staff, ensuring daily, weekly, and monthly KPI achievement, and oversaw branch operations, maintenance, and procurement. Conducted recruitment and ensured compliance with HR requirements, while liaising between Senior Management and branch staff. Managed branch finances, controlled spending, and resolved member queries, training frontline staff in customer service.

Completed Microsoft Learn Modules for Azure Fundamentals, covering cloud concepts, Azure architecture, services, management, and governance. Exam is scheduled for June 2025 to finalize certification.

Achieved CompTIA A+ certification, demonstrating proficiency in IT support, including hardware, software, and operating systems. This certification validates foundational IT skills essential for helpdesk roles.

Completed training as a Basic Ambulance Assistant, gaining skills in emergency medical care and patient transport. This program provided foundational knowledge in pre-hospital emergency services.

Completed a program focused on Programmable Logic Controllers, gaining expertise in industrial automation and control systems. This training provided practical skills in programming and maintaining PLCs.

Completed high school education with a focus on a technical curriculum. Subjects included English, Afrikaans, Mathematics, Life Orientation, Physical Science, Electrical Engineering, and Engineering Graphics and Design.

Obtained certification in network technologies, covering topics such as networking concepts, infrastructure, operations, and security. This certification enhances skills in managing and troubleshooting network issues.