Sinesipo Kalimashe
Service Operation Centre Team Leader
Cape Town
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding, motivated to learn, grow and excel in any given task. Skilled team player with a strong background in Technical Support environment. Works well independently, handles assignments and always ready to go beyond basic assignments. Quick learner with good customer service and technical abilities.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
SOC Team Leader
RSAWEB
Cape Town
08.2023 - Current
- Managing the daily operations, and procedures relating to Enterprise/SME customer services
- Building and managing a team of highly motivated and productive customer support representatives
- Internal process development and maintenance
- Work with Engineering managers and other internal stakeholders to ensure effective handover of new customers to the Service Operations Centre (SOC) team
- Assure that all customer service requests are resolved within set service levels
- Escalation, fault and incident management
- Provide daily, weekly and monthly reports on customer support metrics, agent productivity, key operational issues and status updates on key projects
- Creating an inspiring team environment through open communication and setting clear team goals
- Organizational and time management skills
- Responsible for recruitment, soft skills coaching, training and retention of the department
- Comfortable with performance Management
SOC Engineer
RSAWEB
Cape Town
04.2022 - 08.2023
- Email and telephone Enterprise customer support and service management within Enterprise SLA's
- Triage and prioritization of incidents, tickets and service requests
- Outage management: Escalation and network notices and customer follow-up
- NOC monitoring and escalation: Outages and major incidents
- Monitoring deployments, maintenance and audits
- Scheduling maintenance RSAWEB and partner providers
- Hardware configuration: Mikrotik/TPLink /Tenda/Cuddy
- On-site technician remote support
- PBX deployment/maintenance/support
- PBX extension management and deployment
- VoIP phone configuration and management
- VoIP - new services/cancellations
- Managed WiFi services deployment/configuration/monitoring/reporting
- Consumer Service Desk L3 escalations
- Projects
- Hardware configuration
- AV management
- And any other reasonable task
Service Desk Agent
RSAWEB
11.2019 - 04.2022
- Responding to queries via phone, email or live chat
- Taking ownership of customer issues and following standard service desk procedures
- Troubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, domains, Hosting Services, and ADSL
- Providing efficient and effective support to achieve a high rate of first-time resolution
- Following up with customers to ensure full resolution of the problem
- Ensure internal and external ticket communication is carried out in a professional and timely manner
- Escalation of relevant incidents beyond 1st line support
- Adhere to shift roster and standby requirements
- Managing social media platforms (twitter, facebook, instagram, live chats and Whatsapp)
- Taking escalations
- Fault management
- Identifying trends
- Attending walk-in clients
Information Technology Support
Vodacom (EOH Mthombo)
Cape Town
03.2017 - 10.2019
- Monitoring, Testing and Escalation of Vodacom Applications, Servers, Networks, Databases, Store Routers and Websites
- Communicating with relevant Support groups regarding:
- Changes
- Incidents
- Any issues that arise from monitoring
- Any communications that need to be sent out via SMS and E-Mail
- Sending out communication SMS's to ensure Business, Customers and Support teams are aware of any problems experienced
- Creating reports and mailing to the correct teams
- Working with colleagues and ensuring tasks are performed accurately and within SLA
- Logging and Escalating Calls via Remedy
- Monitoring with HP BSM and Site Scopes
Education
Diploma - Communication Networks
Walter Sisulu University
Eastern Cape East London 02.2013 - 11.2016
Skills
Operations management
Timeline
SOC Team Leader
RSAWEB
08.2023 - Current
SOC Engineer
RSAWEB
04.2022 - 08.2023
Service Desk Agent
RSAWEB
11.2019 - 04.2022
Information Technology Support
Vodacom (EOH Mthombo)
03.2017 - 10.2019
Diploma - Communication Networks
Walter Sisulu University
02.2013 - 11.2016
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