Garth Grant

• Provided first-line technical support to business customers, troubleshooting and resolving connectivity, telecoms, and IT-related incidents.
• Managed the full lifecycle of support tickets through Zendesk, ensuring accurate logging, prioritization, tracking, and resolution within SLA requirements.
• Delivered exceptional customer service by maintaining regular communication, providing timely updates, and ensuring customer satisfaction.
• Performed initial diagnostics and fault isolation, escalating complex issues to second-line support, vendors, and carriers when required.
• Coordinated and managed telecommunications line faults with service providers to minimize service disruptions.
• Monitored support trends and recurring issues, contributing to proactive problem identification and service improvement.
• Supported Moves, Adds, and Changes (MACs), assessing business impact and communicating planned changes to customers.
• Participated in after-hours support rotations, ensuring continuous service availability and effective incident management.
• Maintained detailed technical documentation, knowledge-sharing resources, and accurate ticket records.
• Continuously developed technical expertise through training, certifications, and staying current with emerging technologies.

My day-to-day tasks included:

• Assigning escalations to fellow Tier 2 agents and myself
• Upskilling the Tier1's and providing them with any assistance they required with their tickets or calls.
• Ensuring I keep constant communication with any clients that I am currently dealing with. This is particularly important especially when I had to escalate an issue to our in-house development team or our System Engineers (Sysops Engineers)

Escalations included:

• Dealing with angry or frustrated clients who have used emotional language which might be on the verge of cancellations or need a more senior agent to assist them.
• Investigating call logs would be via putty and logging into PBX's which are Asterisk based. To read through the asterisk logs of the calls to identify where any issues may be or what happened on the call.
• Escalating any system issues to our development team for their attention and also our Sysops team.
• Going onsite to clients that were having more technical or advanced issues.

Applications that I worked on daily were:

• Google Suite
• Euphoria TMS (Telephone Management System)
• Freshdesk (Ticketing Platform)
• Anydesk
• Teamviewer
• Putty
• Slack and previously Skype (Instant Messaging)

In my role, I was the first line of customer support in terms of receiving inbound calls as well as client queries and requests in the form of tickets. Euphoria is a cloud-based PBX (Private Branch Exchange) that is also developed in-house. The platform makes use of extensions that can be configured on a desk phone, cordless phone, laptop, PC, and mobile device.

During my time in this role my tasks included:

• Diverting of telephone lines
• Configuring Mikrotik router boards which we flashed with VIBE software.
• Configuring new phones
• Installing applications on clients 'PCs (VOIP Application) which allowed them to make and receive calls via their laptop.
• Troubleshooting extensions being offline or phones not being able to make or receive calls
• Change requests, adjusting the inbound routing to ring at a particular extension
• Implementing IVRs (Interactive Voice Response) on clients 'PBXs
• Escalating any tickets or calls that required more investigation to senior technicians.

From time to time I would also be required to go onsite to clients who are having issues with their phones or network.

I also worked on after-hours which occurred once every month for a week period of being the standby support agent our clients could call in the case of an emergency.

I organised and controlled project activities through communication, noticing risks, possible opportunities, and the project's current state until project completion and sign-off.

I closely managed three project engineers and handled all project communication with the client.

During my time I made use of the following applications and portals:

• Autotask
• N-Central
• IT-Glue

I assisted with the following outside of my daily tasks:

• LTE Router setups
• UPS Installations
• Switch and Firewall Installations
• VOIP Installations (Mikrotik Router boards flashed with VIBE software)
• Server Installations
• Server cabinet cleanups
• Unifi access point configuration and installation

Daily tasks in this role included:

• Scheduling client communications
• Drawing up timelines and project phases
• Coordinating project tasks and getting involved in the physical work if needed.
• Managing client's expectations
• Continual billing reviews and project costing reviews
• Consulting with project engineers and onsite resources

As a junior project coordinator, I worked closely with the Project Manager, creating comprehensive plans concerning resources. Budgets and time-frames on the projects.

• Coordinated project timelines and deliverables, ensuring alignment with stakeholder expectations and improving workflow efficiency.
• Facilitated communication among team members, enhancing collaboration and reducing project delays.
• Assisted in the development of project documentation, streamlining processes and ensuring compliance with industry standards.
• Monitored project progress using project management software, enabling timely identification of risks and issues.
• Evaluated potential problems and technical hitches and developed solutions with the Projects Team
• Planned and managed team goals, project schedules, and resource utilization
• Supervised current projects and coordinated all team members to keep workflow on track.
• Managed project-related paperwork, ensuring that all necessary materials are current, properly filed, and stored in the relevant business systems.
• Direct project correspondence by preparing and reviewing project proposals, meeting minutes, and emails.
• Communicated with clients to identify and define project requirements, scope,and objectives.
• Adhered to budget by monitoring expenses and implementing cost-saving measures.

I joined Numata as a student intern fresh out of High School to better understand the IT industry.

During this time I:

• Assisted in the workshop, setting up client laptops and desktops
• Accompanied onsite engineers whilst troubleshooting and assisted with installing hardware

I Worked as a part-time sales assistant during school holidays and weekends.

My responsibilities included:

• Cutting keys
• Remote programming
• Onsite installations of receivers and gate motors
• Client interactions such as advice on security products
• Opening the store as well as the end of day cash ups
• Assisted customers in selecting security products, enhancing their understanding of features and benefits.
• Processed sales transactions accurately and efficiently, ensuring a seamless customer checkout experience.
• Maintained store inventory levels through regular stock checks, ensuring product availability for customers.
• Collaborated with team members to develop promotional displays, effectively increasing customer engagement.