Asemahle Tayi
I.T. First Line Analyst
Cape Town
Summary
Experienced contact center professional with over 7 years of industry experience. Adept at handling calls, emails, and chats from end users seeking guidance and troubleshooting. Known for reliability, punctuality, and being a team player with a goal-oriented mindset. Skilled in creating a professional first impression over the phone, serving as an ambassador for the company that customers will remember for all the right reasons.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
First Line I.T. Analyst
Computacenter
06.2023 - Current
- Company Overview: For Transport for London & Greater London Authority Service Desk
- First Line Analyst to troubleshoot applications such as Word, Excel, Outlook and the rest of the MS 365 suite with applications we provide infrastructure for.
- Responsible for diagnosing any issues and keeping track of trends of any Major Incident that might occur.
- As a First Line Analyst I am the main contact for end-users to log tickets and requests concerning Applications, Infrastructure, and third-party issues.
- I manage each ticket from start to finish, prioritizing based on business impact and focusing on resolving issues at first contact within SLAs.
- I also provide regular updates to users and escalate issues in real time within support groups or vendors to ensure satisfactory resolutions.
- Systems Used: Citrix Workspace, Remedy, Ivanti, Avaya, Contact Pro, MS 365 Suite, Active Directory, Remote Access, ITSM
- For Transport for London & Greater London Authority Service Desk
Customer Service Representative
Amazon.com
03.2017 - 12.2021
- Company Overview: American Department
- Anticipated Customer’s needs and provided them with high quality service while maintaining company’s high standards to ensure customer satisfaction with pre and post orders via calls, chats and emails.
- Contacting the courier should the need arise and escalating systemic issues.
- Troubleshooting Amazon devices, movie and music subscriptions.
- Systems Used: CRM, CIM, Ubuntu, ASTRO, ServiceNow
- American Department
Telemarketing Agent
RCS
08.2016 - 03.2017
- Responsible for outbound calling qualifying potential clients to sell the different credit cards we facilitated and turning it to a sale.
- Systems Used: Siebel Software Application, Avaya, Salesforce
Promoter
Blue Chillie Promotions
07.2015 - 08.2016
- In charge of the Standard Bank Pop Up Lounge at the Cape Town International Airport, welcoming guests and making them comfortable while they await their flights.
Promoter
Tonic Promotions
04.2014 - 07.2015
- -Marike Marais – 079 275 1153
- -Involved in different campaigns to market for different brands and items to sell in store or on festivals. Face to face sales and customer service.
Education
N. Diploma - Chemical Engineering
Cape Peninsula University of Technology
01.2012 - 01.2014
Grade 12 - undefined
Percy Mdala High School
Skills
IT troubleshooting
Personal Details
- Date of Birth: 12 August 1994
- Gender: Female
Timeline
First Line I.T. Analyst
Computacenter
06.2023 - Current
Customer Service Representative
Amazon.com
03.2017 - 12.2021
Telemarketing Agent
RCS
08.2016 - 03.2017
Promoter
Blue Chillie Promotions
07.2015 - 08.2016
Promoter
Tonic Promotions
04.2014 - 07.2015
N. Diploma - Chemical Engineering
Cape Peninsula University of Technology
01.2012 - 01.2014
Grade 12 - undefined
Percy Mdala High School
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