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Akhona Whitey
IT Support
Cape Town,WC
Work Preference
Summary
I am an aspiring IT professional currently gaining hands-on experience as an IT Support trainee at CAPACITI and previously as a Customer Care Agent. I have a strong foundation in technology, troubleshooting, and problem-solving, supported by my Google IT Support certification.
Through my IT Support training and practical projects, I have developed skills in end-user support, hardware and software troubleshooting, basic networking, and system maintenance. In my Customer Care role, I handled calls, chats, WhatsApp messages, emails, and outbound follow-ups, managed customer complaints, and consistently met weekly KPIs, strengthening my communication, problem-solving, and customer service skills.
I am passionate about assisting users with technical issues, ensuring smooth IT operations, and providing reliable technical support, while also delivering excellent customer experiences. My goal is to grow into a well-rounded IT Support professional who contributes effectively to team environments, continuously develops technical expertise, and combines strong IT skills with exceptional user support.
Overview
4
4
years of professional experience
4
4
Certifications
3
3
Languages
1
1
year of post-secondary education
Work History
IT Support Specialist
CAPACITI
Salt River, South Africa
09.2025 - Current
- Provided technical support to end-users, troubleshooting hardware, software, and network issues
- Responded to support requests via calls, chats, and emails, ensuring timely resolution
- Installed, configured, and maintained computer systems, software applications, and peripherals
- Assisted in system updates, patches, and basic network administration tasks
- Documented support requests, troubleshooting steps, and resolutions in the internal tracking system
- Escalated complex issues to senior IT staff while maintaining user communication
- Supported team projects by setting up workstations, testing systems, and performing IT tasks
- Followed IT policies, procedures, and security protocols to maintain system integrity
- Contributed to improving processes and enhancing end-user experience
Customer Service Representative
Merchants SA
Woodstock (Hybrid)
07.2022 - 09.2025
- Handled inbound and outbound customer interactions via phone calls, live chat, WhatsApp, and email.
- Managed customer complaints, ensuring issues were handled professionally, calmly, and in line with company procedures.
- Investigated complaints, identified root causes, and provided appropriate resolutions within agreed turnaround times.
- Conducted outbound calls to follow up on complaints and unresolved queries, keeping customers informed of progress.
- Logged, tracked, and updated customer interactions and complaints accurately on internal systems.
- Resolved issues at first contact where possible and escalated complex or sensitive complaints when required.
- Met and consistently worked towards achieving weekly KPIs, including call handling, response time, quality, and customer satisfaction targets.
- Maintained compliance with service standards, policies, and customer care best practices.
- Worked closely with team leaders and other departments to ensure effective complaint resolution and improved customer experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Ncuncuzo Senior Secondary School
Cofimvaba, South Africa 01.2017 - 12.2017
Skills
* IT Support & Troubleshooting (Hardware & Software)
* Basic Networking & System Maintenance
* IT Tools & Software Installation
* Customer Service & Complaint Resolution
* Communication (Verbal & Written)
* Problem-Solving
* Time Management & Meeting KPIs
* Teamwork & Collaboration
Certification
Artificial Intelligence (AI) Bootcamp
Interests
Fitness & Gym
Hiking & Outdoors
Relaxing & Leisure
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Xhosa
Bilingual or Proficient (C2)
Timeline
IT Support
01-2026
Artificial Intelligence (AI) Bootcamp
11-2025
Professional Development
11-2025
IT Support Specialist
CAPACITI
09.2025 - Current
Google IT Support
03-2025
Customer Service Representative
Merchants SA
07.2022 - 09.2025
High School Diploma -
Ncuncuzo Senior Secondary School
01.2017 - 12.2017