Open to opportunities

Thakane Ratsiu

@thakaneratsiu

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Scrum Master and Client Services Consultant with 8+ years in IT support, backup administration, and customer success.

South Africa

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What I'm looking for

I seek a role in customer care or IT support where I can apply Agile and backup administration skills to improve team efficiency, client satisfaction, and service reliability.

I am a Scrum Master and Client Services Consultant with over eight years' experience in IT support, backup administration, and client management. I have a strong track record managing incidents and service requests, achieving a 90% customer satisfaction rating and improving data protection using Veeam, Commvault, Backup Exec, Carbonite, and Arcserve.

In operational roles I proactively monitored servers and endpoints, executed test restores per SLA, compiled daily backup reports, and facilitated timely escalations to ensure continuity of service. I hold Professional Scrum Master certification and Microsoft Azure and Microsoft 365 fundamentals, and apply ITIL practices to optimize support processes.

I bring effective communication, stakeholder collaboration, and a focus on continuous improvement to teams, aiming to enhance client engagement and team efficiency in customer care, support, or entry-level Scrum Master roles.

Experience

Work history, roles, and key accomplishments

Current

Client Services Consultant

Current

Netsurit (Pty) Ltd

Aug 2024 - Present (1 year 2 months)

Provide Tier 1 remote support and incident management for client desktops and servers, proactively addressing issues and resolving backup problems to maintain data protection and 90%+ customer satisfaction.

Incident Management Commvault Remote Support Escalation Management Customer Service Monitoring

Backup Administrator

Netsurit (Pty) Ltd

Dec 2017 - Jul 2024 (6 years 7 months)

Monitored and maintained client backup systems (physical and virtual), executed test restores per SLA, reported failures and coordinated remediation to safeguard client data.

Backup Exec Commvault Arcserve Restores Reporting Data Protection

Client Service Consultant

Netsurit (Pty) Ltd

Jul 2016 - Nov 2017 (1 year 4 months)

Resolved hardware and software inquiries, managed account provisioning and password resets, and handled incident and service request escalations to improve client operations.

IT Support Password Resets Incident Management Remote Assistance ITIL

Third Party Consultant

Netsurit (Pty) Ltd

Mar 2016 - Jun 2016 (3 months)

Coordinated assigned vendor calls, prepared and uploaded quotations, and liaised with teams to update and close tickets, ensuring efficient third-party support delivery.

Quotation Management Ticketing Customer Feedback Administration Communication

Command Centre Agent

Inobits Consulting

Feb 2012 - Feb 2016 (4 years)

Acted as single point of contact for help desk customers, triaged and assigned issues to support teams, followed up on tickets and conducted daily satisfaction surveys.

Help Desk Survey Reporting Communication Incident Tracking

Help Desk Agent

Revitalize (Marval SA)

Nov 2011 - Jan 2012 (2 months)

Served over 60 users daily as single point of contact, logged and tracked tickets with third parties, and achieved over 90% customer satisfaction through timely follow-ups.

Ticketing Customer Service Third Party Liaison Troubleshooting Prioritization

Quality Assurance Supervisor

Econet Telecom Lesotho

Feb 2010 - Dec 2010 (10 months)

Designed and executed a quality monitoring programme, analysed customer data and performed mystery calls and site visits to drive continuous service improvement.

Quality Assurance Monitoring Data Analysis Mystery Shopping Process Improvement performance reporting

Activation Officer

Econet Telecom Lesotho

Sep 2009 - Jan 2010 (4 months)

Managed MSISDN swaps, reactivations and new account provisioning, and coordinated submissions to Switch and VAS teams to ensure timely service activation.

Provision MSISDN Management Data Provisioning

Shift Leader

Econet Telecom Lesotho

Oct 2006 - Dec 2009 (3 years 2 months)

Led call centre shifts, trained and coached staff, monitored agent performance via CRM dashboards and compiled reports to improve operational efficiency.

Team Leadership Coaching Performance Monitoring CRM Reporting Scheduling