Hi, I’m
ASHLENE AASIYAH HEEGER
IT JUNIOR SUPPORT ENGINEER
Summary
Leverage my expertise and experience across various fields to enhance my knowledge and share it with others who may benefit from it.
Over 10 years of experience in computer engineering and IT support Strong technical, communication, and analytical skills Extensive knowledge of computer systems and quality processes Adaptable to new working environments
Overview
17
years of professional experience
2006
years of post-secondary education
Work History
City of Cape Town
IT Junior Support Engineer
08.2017 - Current
Job overview
- Reset and unlock LAN and SAP accounts
- Troubleshoot connectivity issues
- Log and escalate calls as needed; conduct customer follow-ups
- Provide browser support
- Serve as Service Desk Team Leader
- Remote troubleshooting and issue resolution
- Administrative duties
- Forecasting shifts
- Team monitoring
- SAP CRM reporting
- Escalations and technical lead
Datacentrix
Service Desk Support Engineer (End User IT Support)
08.2014 - 07.2017
Job overview
- Reset and unlock LAN, SAP, and third-party accounts
- Set up IDs for new employees and remove access for former employees
- Troubleshoot connectivity issues
- Log and escalate calls; conduct customer follow-ups
- Provide SAP support and assist with Engen/Pearson-based applications
- First-line support for OneCRM (SAP)
- Install software on new laptops and desktops
- Configure cellphones and exchange accounts
- Support tablets, 3G connections, and cloud-based services
- Configure communications via Mailchimp
- Manage 3G accounts through IS
- Provide telephony support via Nashua OpenScape
- Administrative tasks
- Filing and invoicing
- Assisting affiliate users with network access
- Procurement support
- Tape backups
MWEB
Customer Service Representative – ADSL Technical Support
01.2009 - 02.2014
Job overview
- Provide technical support for ADSL, dial-up, 3G, and domain services
- Assist with software installations, modem setups, and firmware upgrades
- Troubleshoot mail and browser issues
- Handle POP3 and SMTP mail drop accounts
- Process billing inquiries, resubmit invoices, and cancel accounts
- Train and mentor new agents
- Conduct customer callbacks and resolve queries
- Investigate and provide solutions for client issues
- Administration: Organize team meetings and updates
- Compile agent performance reports
- Maintain confidential files
- Plan team-building and staff appreciation events
- Serve on Workplace Forum, assisting with disciplinary hearings and ensuring compliance with labor laws
Telkom
ADSL Technical Specialist
07.2008 - 12.2009
Job overview
- Troubleshoot internet browsing and email issues
- Configure routers and small Wi-Fi networks
- Log and follow up on customer queries
- Assist customers with ADSL self-installation
- Set up business mail on PCs and mobile devices
Education
College of Cape Town
University Overview
ITIL Certification
Skills
technical skills
Timeline
IT Junior Support Engineer
City of Cape Town
08.2017 - Current
Service Desk Support Engineer (End User IT Support)
Datacentrix
08.2014 - 07.2017
Customer Service Representative – ADSL Technical Support
MWEB
01.2009 - 02.2014
ADSL Technical Specialist
Telkom
07.2008 - 12.2009
College of Cape Town
01.2006
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