Ada-Marie Oor
IT Helpdesk Consultant
Centurion
Summary
- Throughout my career, obtained and improved my planning, organizing, interpersonal, communication, facilitating and time management skills. Mature, responsible, and reliable individual, hard worker, flexible, available to work long hours and over weekends as and when required. Healthy, energetic, adjust to change easily and highly personable. The ability to analyze different matters, determine the importance and urgency thereof and prioritize accordingly, have extensive experience in customer support/ call Centre/ helpdesk and technical support environment. Apply a high degree of confidentiality, integrity and professionalism when dealing with information of customers/ clients, colleagues and the organization as a whole. As a customer/ client service agent, apply patience, professionalism, attention to detail and a high level of accuracy in all my daily activities. Perform calm and well under pressure and have the ability to work independently as well as part of a team. My appointment at State Information Technology Agency (SITA) was subjected to confidential/ secret security clearance which was successful. Traditional customer service/ helpdesk agent who is passionate about supporting customers and clients in any industry.
- Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Helpdesk Agent
SITA (State Information Technology Agency)
Centurion
05.2018 - 10.2025
- Receiving mail from outside clients, record and attend to the query.
- Obtaining client information by listening carefully.
- Verifying information for security purposes of each customer.
- Interviewing clients to get the correct request.
- Determine eligibility by comparing customer information.
- Informing clients by explaining procedures, answering questions, providing information.
- Capture the information accurately.
- Issue a reference number for follow-up purposes.
- Respond as per SLA in terms of call logging and call backs.
- Ensure that all interactions with the client are professional and positive.
- Follows up on all outstanding queries and update logs on a regular basis as per severity.
- Ensure that IT and Audio-Visual equipment is maintain and in good working condition.
- Randomly testing equipment.
- Taking ownership and responsibility of a call logging process.
- Escalate any difficulties to the supervisor.
- Update all calls with relevant detail.
- Regular analysis of logged calls/incoming calls to establish call logging.
- Collaborated effectively with team members fostering a harmonious workplace atmosphere .
- Keep statistics on all calls logged and the status thereof for reporting purposes.
- Manage over 50 customers per day
- Handled challenging situations calmly under pressure contributing to a positive work environment .
Customer Service/ Helpdesk Agent
UCS Technology Services
05.2009 - 05.2018
- Attend to incoming calls from internal and external customers via email, telephone call logging system.
- Obtaining and verifying information for identification and security purposes.
- Listen carefully to identify the customer's query.
- Capture the request accurately.
- Divert incoming calls to the relevant unit or escalate to the supervisor.
- Understand customer query/ complaint on the helpdesk software.
- Provide the customer with a reference number.
- Perform call back if required.
- Respond as per SLA in terms of call logging and call backs.
- Ensure that all interactions with the client is professional and positive.
- Office administration.
Saps Service Desk
State Information Technology Agency (SITA)
05.2009 - 06.2016
- Attend to incoming calls from internal and external customers via email, telephone call logging system.
- Receiving mail from outside clients, record and attend to queries.
- Obtaining client information by listening carefully.
- Verifying information for security purposes of each customer.
- Direct relevant questions to the clients to clarify the objective of the request.
- Determine eligibility by comparing customer information.
- Informing clients by explaining procedures, answering questions, providing information.
- Capture the information accurately.
- Issue a reference number for follow-up purpose.
- Maintaining and improving quality results by adhering to standards and guidelines.
- Maintaining communication and equipment by reporting problems.
- Provide feedback within the prescribed turn-around time.
- Update job knowledge by studying new products.
- Participating in educational opportunities.
- Perform any other duties as required and assigned by the supervisor and where needed in the organization.
Helpdesk Agent/ Customer Service Agent
Telkom SA
01.2000 - 05.2009
- Trained new joiners on helpdesk procedures enhancing team productivity.
- Improved customer satisfaction by providing timely and accurate technical assistance.
- Handled challenging situations calmly under pressure contributing to a positive work environment .
- Solved complex IT issues using excellent analytical skills, contributing to smooth business operations.
Education
Further Education and Training Certificate - Information Technology: Technical Support - NQF Level 4
Net campus
Centurion, South Africa 01.2020 - 2021.04
SVQ Level 4 - Information Technology
ATTI
Bloemfontein, Orange Free StateN6 - Information Technology
ATTI
Bloemfontein, Orange Free StateN4 - Public Relations
Upington Technical College
Upington, Northern Cape12.1996
Grade 12 - undefined
Saul Damon Senior
12.1990
Skills
Excellent Verbal Communication skills Good Listener Self-management Client orientation Customer Service Telephony system Customer management services Operating High stress tolerance Time management skills Oral presentation Written communication skills Analytical and problem-solving skills Object oriented programming skills Database query language (SQL)Computer Literacy Problem solving and decision-making skills Interpersonal Skills Systems/Applications Policy, process and standards Operational business rules and processes Numerical Skills
Languages
English
Upper intermediate
Afrikaans
Native
Spanish
Beginner
Certification
Excellent Verbal Communication skills Good Listener Self-management Client orientation Customer Service Telephony system Customer management services Operating High stress tolerance Time management skills Oral presentation Written communication skills Analytical and problem-solving skills Object oriented programming skills Database query language (SQL)Computer Literacy Problem solving and decision-making skills Interpersonal Skills Systems/Applications Policy, process and standards Operational business rules and processes Numerical Skills
Interests
I love watching sports, I am an avid reader, hiking and being outdoors
Personal Information
- ID Number: 7204150176080
- Ethnicity: Coloured
- Health Status: Excellent
- Date of birth: 04/15/72
- Gender: Female
- Nationality: South African
- Driving licence: Code 8
Custom Section
None
Timeline
Further Education and Training Certificate - Information Technology: Technical Support - NQF Level 4
Net campus
01.2020 - 2021.04
Excellent Verbal Communication skills Good Listener Self-management Client orientation Customer Service Telephony system Customer management services Operating High stress tolerance Time management skills Oral presentation Written communication skills Analytical and problem-solving skills Object oriented programming skills Database query language (SQL)Computer Literacy Problem solving and decision-making skills Interpersonal Skills Systems/Applications Policy, process and standards Operational business rules and processes Numerical Skills
01-2020
Helpdesk Agent
SITA (State Information Technology Agency)
05.2018 - 10.2025
Customer Service/ Helpdesk Agent
UCS Technology Services
05.2009 - 05.2018
Saps Service Desk
State Information Technology Agency (SITA)
05.2009 - 06.2016
Helpdesk Agent/ Customer Service Agent
Telkom SA
01.2000 - 05.2009
Grade 12 - undefined
Saul Damon Senior
SVQ Level 4 - Information Technology
ATTI
N6 - Information Technology
ATTI
N4 - Public Relations
Upington Technical College