Blessings Msimanga

Ensured timely resolution of technical incidents and requests.

Fibre

Wireless

LTE

Domains

Emails

- installations for

Fibre

Wireless

LTE

• First point of contact for technical assistance via phone and email
• Performed remote troubleshooting using diagnostic techniques
• Identified and escalated unresolved issues to higher support levels
• Maintained accurate logs of events and resolutions
• Provided technical support for home users, including connectivity and router installations
• Suggested and implemented process improvements for efficiency

• Monitored and managed network and system outages
• Performed event management and proactive network monitoring
• Troubleshot unstable network links and escalated critical issues
• Logged incidents and followed up on outages with last-mile providers (DFA, VUMA, Openserve)
• Categorized and prioritized service requests efficiently
• Ensured timely updates and resolution for all reported incidents

• Provided first-line support to UK customers for Acer products
• Diagnosed and resolved technical faults efficiently
• Escalated complex issues to senior teams
• Assisted customers with network setups, system configurations, and compliance with data standards
• Maintained a high-resolution rate and excellent customer satisfaction scores

• Assisted clients with internet service configurations (FTTH, Wi-Fi, LTE, Broadband)
• Configured routers, mobile devices, and other network devices
• Installed and managed SSL certificates, web applications, and cloud server domains
• Provided first-line support for VoIP and email account setups
• Interacted with developers to resolve advanced customer queries