Duane Fisher
IT Support Engineer
Cape Town
Summary
Talented Technical Support Representative with a gift for understanding the needs of both business and home users. Well-versed in troubleshooting and desktop support on Windows and Mac operating systems. Proven skill in resolving problems quickly on first call.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
Work History
IT Support Engineer
The 9th.tech
Cape Town
10.2019 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed over 30 customer calls per day.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
System Support Specialist
Intenda
Centurion
08.2017 - 09.2019
- Resolved computer and system networking problems to maintain user productivity.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Created user accounts and assigned permissions
- Researched and resolved uncommon flagged system performance issues to expedite patching.
- Monitored system performance to identify potential issues
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Installed and configured operating systems and applications
- Developed and maintained courteous and effective working relationships.
- Configured and tested new software and hardware
Tutor
Tutor Me Pty Ltd
Pretoria
01.2014 - 07.2017
- Facilitated small group and one-on-one tutoring sessions focusing on academic subject areas.
- Conducted tutoring sessions at schools, homes and public spaces.
- Conducted review sessions to help students prepare for tests.
Sales Support Specialist
Mercedes-Benz Financial Services
Pretoria
10.2011 - 06.2014
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Documented customer complaints and completed corrective action requests.
- Contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
- Prepared and presented sales reports and customer profiles to upper management.
- Collaborated with sales and marketing teams to create and execute promotional campaigns.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Kept detailed records of daily activities through online customer database.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Built relationships with customers and community to promote long term business growth.
- Quoted prices, credit terms and other bid specifications.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Survey Statistician
Statistics South Africa
Pretoria
03.1998 - 12.2010
- Evaluated statistical techniques, extracted and cleaned information from research data to provide different ways to assess robustness of research outputs.
- Conducted quality checks on data sources to check for inconsistencies and perform data cleaning activities.
- Developed data tables and databases to create relation between tables to allow efficient data retrieval.
- Manipulated, transformed and analyzed data by reviewing computer reports, printouts and performance indicators.
- Performed data cleaning and data preparation to support high-quality data and catch errors before processing.
- Prepared statistical analysis plans and provided statistical interpretation for graphs, tables and charts.
- Applied statistical methods to solve specific problems and managed assigned deliverables related to study.
- Proven ability to develop and implement creative solutions to complex problems.
- Managed time efficiently in order to complete all tasks within deadlines.
Retail Banker
ABSA
Pretoria
02.1996 - 09.1997
- Offered clients advice and guidance on digital and self-serve options to make banking easy, simple and fast.
- Identified, marketed and recommended bank products and services to achieve individual sales.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Cross-sold credit cards, loans and other bank products.
Education
Bachelor of Economics - Economics And Finance
University of South Africa
Pretoria, South Africa 07.2006 - 09.2009
Skills
Software diagnosis
Timeline
IT Support Engineer
The 9th.tech
10.2019 - Current
System Support Specialist
Intenda
08.2017 - 09.2019
Tutor
Tutor Me Pty Ltd
01.2014 - 07.2017
Sales Support Specialist
Mercedes-Benz Financial Services
10.2011 - 06.2014
Bachelor of Economics - Economics And Finance
University of South Africa
07.2006 - 09.2009
Survey Statistician
Statistics South Africa
03.1998 - 12.2010
Retail Banker
ABSA
02.1996 - 09.1997
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