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Work Background
Brooklyn Bright JobsService Desk Specialist
Jun. 2019South AfricaProvide on-site desktop, software, and peripheral support for customers. Utilize automated incident tracking systems to record work orders. Ask customers targeted questions to quickly understand the root of the problem. Track computer system issues through to resolution, within agreed time limits. Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue. Properly escalate unresolved issues to appropriate internal teams (e.g., software developers). Report significant outages and/or customer issues to appropriate management personnel. Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity. Perform 24 X 7 support of operational IT related mission/after duty hours on call/emergency requirements. Submit daily systems reports and contact next level of support to escalate unresolved problems. Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service. Set up workstations with computers and necessary peripheral devices (routers, printers etc.). Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality. Install and configure appropriate software and functions according to specifications. Develop and maintain local networks in ways that optimize performance. Ensure security and privacy of networks on computer systems. Provide orientation and guidance to users on how to operate new software and computer equipment. Organize and schedule upgrades and maintenance without deterring others from completing their work. Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.). Maintain records/logs of repairs and fixes and maintenance schedule. Identify computer or network equipment shortages and place orders. Managing content development. Supporting business development activities. Assessing computing needs, shortcomings, and requirements.
Micon Global SolutionsDesktop Support Engineer
Feb. 2019 - May. 2019South AfricaKey Responsibilities:
▪ Setup desktop computers and peripherals and test network connections
▪ Install and test desktop software applications and internet browsers
▪ Test computers to ensure proper functioning of computer systems
▪ Train end users on usage of computer hardware and software
▪ Oversee and update assigned support service requests
▪ Handle daily technical support activities on desktop support, data network and server management
▪ Grow clients and communicate to Account Manager by determining new opportunities
▪ Develop and manage effective professional working relationships with contractor personnel, coworkers, and clients
▪ Adhere to policies as per corporate manuals and directives
▪ Extend computer support for systems’ software and hardware
▪ Setup computers and install software for various applications and programs
▪ Interact with staff on desktop problems and their resolution
▪ Network and connect computers within organization to better communication
▪ Order or buy computer systems and liaise with purchase and supplies department
▪ Maintain computer peripheral devices like printers and resolve associated problems
▪ Responding to client support requests
▪ Contacting clients to find out the nature of the problem
▪ Traveling to the client’s location or connecting via a remote link
▪ Troubleshooting hardware and software issues
▪ Installing and maintaining hardware and computer peripherals
▪ Installing and upgrading operating systems and computer software
▪ Troubleshooting networking and connection issues
▪ Advising on software or hardware upgrades
▪ Providing basic training in computer operation and management
▪ Completing job reports and ordering supplies
Twenty Third Century SystemsProduct Manager Sap Business Support
Mar. 2014 - Sep. 2018HarareKey Responsibilities:
▪ Assisted in converting business requirements into user stories and ensuring product features are delivered according to specifications
▪ Understood product alternatives and worked with multi-disciplined team to understand tradeoffs and put value on alternatives
▪ Coordinated Incident, Vendor, Service Level, Problem, Escalation and Team Management tools to reach business objectives
▪ Assisted in documenting product requirements, features, and functionalities
▪ Conducted regular reporting on the digital products implementations and new enhancements progress
▪ Managed Service Desk and Shift Leads; and monitored the performance of Service Desk Staff
▪ Implemented and managed ITIL aligned Incident ▪ Management process and an ITIL aligned Incident Escalation process
▪ Implemented an ITIL aligned Problem Management process ▪ Ensured Service Desk call resolution Service Level Agreements were met
▪ Monitored and managed open Incidents, escalated incidents, and stakeholder expectations
▪ Manage all priority 1 incidents and produced daily, weekly, and monthly incident management reports
▪ Managed Vendor performance and monitored Service Level and Operational Level Agreements
▪ Defined and enforced escalation procedures pertaining to service level management
▪ Ensured Knowledge Database was maintained
▪ Conducted IT Implementation and Problem Management, providing ongoing analysis on product performance using a data driven approach
SAP Business SupportProduct Manager
Mar. 2014 - Sep. 2018HarareAssisted in converting business requirements into user stories and ensuring product features are delivered according to specifications. Understood product alternatives and worked with multi-disciplined team to understand trade-offs and put value on alternatives. Coordinated Incident, Vendor, Service Level, Problem, Escalation and Team Management tools to reach business objectives. Assisted in documenting product requirements, features, and functionalities. Conducted regular reporting on the digital products implementations and new enhancements progress. Managed Service Desk and Shift Leads; and monitored the performance of Service Desk Staff. Implemented and managed ITIL aligned Incident Management process and an ITIL aligned Incident Escalation process. Implemented an ITIL aligned Problem Management process. Ensured Service Desk call resolution Service Level Agreements were met. Monitored and managed open Incidents, escalated incidents, and stakeholder expectations. Manage all priority 1 incidents and produced daily, weekly, and monthly incident management reports. Managed Vendor performance and monitored Service Level and Operational Level Agreements. Defined and enforced escalation procedures pertaining to service level management. Ensured Knowledge Database was maintained. Conducted IT Implementation and Problem Management, providing ongoing analysis on product performance using a data driven approach. Effectively managed stakeholder/personnel issues and made team member changes that significantly improved the team dynamic, performance, and output quality. Worked seamlessly with matrix teams and several projects across multiple networks and platforms according to specified deadlines. Assisted in the product delivery of improved new Web and Mobile platform procedures and systems with great attention to detail.
Liquid Telecom ZOL ZimbabweCustomer Experience Team Lead
Oct. 2008 - Feb. 2014HarareKey Responsibilities:
▪ Acted as the customer experience design lead and developed compelling branded customer experience, designed blueprints (E2E) Target state including complete set of customer life cycle stages with defined minimum standards and key areas to excel
▪ Managed fully operational 24/7/365 customer service support centre
▪ Coordinated support centre segmentation ▪ Strategy, captured customer insights, monitored management, customer retention and satisfaction
▪ Monitored and reported on performance analysis
▪ Managed KPI accountability throughout the organization integration. ▪ Employee experience strategy for engagement and Customer Experience initiation. ▪ Developed Human capital skills in line with business requirements
▪ Coordinated interdepartmental and key stakeholder customer service management and customer experience ▪ Provided customer service in call centre and walk in centre
▪ Conducted customer service engagement surveys and cold calling for product awareness campaigns
▪ Managed outbound product up-sell and cross-sell campaigns and wrote communication for customer feedback
Liquid Telecom ZOL ZimbabweCustomer Team Lead
Oct. 2008 - Feb. 2014Acted as the customer experience design lead and developed compelling branded customer experience, designed blueprints (E2E) Target state including complete set of customer life cycle stages with defined minimum standards and key areas to excel. Managed fully operational 24/7/365 customer service support centre. Coordinated support centre segmentation. Strategy, captured customer insights, monitored management, customer retention and satisfaction. Monitored and reported on performance analysis. Managed KPI accountability throughout the organization integration. Employee experience strategy for engagement and Customer Experience initiation. Developed Human capital skills in line with business requirements. Coordinated interdepartmental and key stakeholder customer service management and customer experience. Provided customer service in call centre and walk in centre. Conducted customer service engagement surveys and cold calling for product awareness campaigns. Managed outbound product up-sell and cross-sell campaigns and wrote communication for customer feedback.
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