Gareth Jordaan
It Support
Johannesburg
Summary
I am an outgoing person that works well with others. Hard worker, a fast learner and works well under pressure. Being Observant is key and every new challenge is room for growth. Have a passion for Computers and the Growth of technology. Always researching the newest technology and truly want to be able to design programs and be part of something greater and learn as much as possible in Software Development as well as AWS and Cloud Computing. Have begun learning about Cloud Understanding and Code implementation at the moment and would love the opportunity to learn and develop hands-on. I am confident In myself and my abilities and go the extra mile to get the best results. Strongly believe in teamwork but up to the individual for success.
Overview
13
13
years of professional experience
8
8
Certificates
2
2
Languages
Work History
Technical Support Representative T1/ T2 support
ModSquad inc
Remote work
01.2022 - Current
- QA Game Testing: Conducted detailed QA testing on games, identifying and documenting software bugs and gameplay issues
- Customer Interactions: Provided support by answering tickets, promptly addressing customer inquiries and technical issues
- Collaboration: Worked with the development team, offering valuable feedback to enhance game performance and user experience
- Product Knowledge: Demonstrated deep understanding of the clients products, games, and services to deliver accurate support
- Issue Resolution: Troubleshot and resolved complex technical issues, ensuring customer satisfaction and problem resolution
- Documentation: Maintained meticulous records of troubleshooting steps, known issues, and resolutions for future reference
- Cross-Functional Collaboration: Collaborated with internal teams to address customer concerns and improve support processes.
- Provided clear and concise step-by-step technical support to guide clients.
- Used support tickets to track and speed up incidents.
- Performed in-depth research to answer more complex questions.
- Provided positive customer experiences and enhanced brand reputation through attentive, helpful service..
It Support
TheVisionZA
04.2018 - Current
- Removed malware, ransomware and other threats from laptops and desktop systems
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- IT Support for home and business Upgrading infrastructure and advising businesses for best possible IT Solutions
- Provide training to clients for better understand windows environment
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
Senior IT Support
Jdselections
09.2017 - 11.2020
- 3 years 3 months)
- Software upgrades and installations
- Devised solutions to operations issues related to System and software working closely via phone, email, live chat and web teleconference
- Retained existing clients and developed new accounts by extending high quality and efficient support service
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- IT Support for home and business ,Network installations, Building
- Computers for clients customized to their needs and specifications.
IT Support Engineer
Panda IT Solutions
01.2012 - 05.2018
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Answered and triaged requests for assistance in order to provide top-notch support
- Established, repaired and optimized networks by installing wiring, cabling and devices
- Gareth Jordaan - page 2
- Configured systems according to prescribed software and hardware frameworks
- Printer Setup and Support
- Assisting with Excel and Word issues Setup and installation of base PC's and programs Rolling out new programs and upgrading of OS Fixed all IT-related problems and queries
- Performed maintenance tasks on PCs, networks and mobile devices
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
IT Support/ Analyst
Rentokil
03.2014 - 07.2017
- Project 802 Pty Ltd, Subcontracted.)
- Hardware/Software/Network troubleshooting and support
- Upgrading Network infrastructure
- Mobile smart device Hardware/ Software Support
- Mobile Firmware installations and upgrades with Oden
- Repairs on hard bricked smart devices
- Assisting with Excel and Word issues and installation of base PCs and programs
- Rolling out new programs and upgrading of OS Fixed all IT-related problems and queries
- Coached and trained end-users on functions, features and basic troubleshooting of software such as Citrix and Icabs
- Communicated regularly with customers concerning data exchange and technology integration
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- User Data transfers and backups
- Printer Setup and Support
- Used ticketing systems to manage and process support actions and requests
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance
- Adhered to safety protocols and policies to reduce workplace hazards
- Worked flexible hours; night, weekend, and holiday shifts
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution
- Facilitated best user experience through continuous support, training classes, improvements and communication of system changes
Sales Consultant
Rentokil Initial
Sandton, Jhb
03.2014 - 07.2017
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Cold calling Surveying properties for pest activity Selling pest control to clients Negotiations Finding new business.
- Resolving complaints.
- Quality calls to clients Selling contracts to clients. Retained consistent client base by conducting market research to develop brand strategy.
- Responded to telephone and in-person requests for information.
Junior IT Support
JD SELECTIONS
07.2012 - 12.2013
- Trained users on how to operate Microsoft Office
- Helped streamline repair processes and update procedures for support action consistency
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Completed inventory counts and organized supplies
- Configured hardware, devices and software to set up workstations for employees
- Troubleshot and diagnosed problems to accurately resolve a wide range of technical issues
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices
- Obtained and evaluated information about new systems, peripherals and software technology.
Education
Certificate of Higher Education - ComTIA A+, CompTIA N+
CTU Training Solutions
Certificate of Higher Education - Microsoft Word -Intermediate, Microsoft Excel -Intermediate
Keybase
GCSEs - High School Diploma
CTI Learning Collage
Additional Information
Citizenship in Belgium and in South Africa, hold an ID and Passport for both countries
Certification
CompTIA A+
Timeline
Technical Support Representative T1/ T2 support
ModSquad inc
01.2022 - Current
It Support
TheVisionZA
04.2018 - Current
Senior IT Support
Jdselections
09.2017 - 11.2020
IT Support/ Analyst
Rentokil
03.2014 - 07.2017
Sales Consultant
Rentokil Initial
03.2014 - 07.2017
Junior IT Support
JD SELECTIONS
07.2012 - 12.2013
IT Support Engineer
Panda IT Solutions
01.2012 - 05.2018
Certificate of Higher Education - ComTIA A+, CompTIA N+
CTU Training Solutions
Certificate of Higher Education - Microsoft Word -Intermediate, Microsoft Excel -Intermediate
Keybase
GCSEs - High School Diploma
CTI Learning Collage
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