Jacques Janse Van Rensburg
Technical Escalation Manager
Cape Town,WC
Summary
Experienced Escalations Manager and Support Engineer with a robust background in software testing, technical support, and incident management. Proven track record in leading technical support teams, mentoring support engineers, and collaborating with development teams to resolve software defects. Committed to refining workflows and creating knowledge-based resources for improved customer self-service solutions.
Overview
31
31
years of professional experience
2
2
Languages
Work History
Escalations Manager
Redstor
Cape Town, South Africa (Remote)
03.2021 - Current
As the Escalations Manager, my duties included:
- Liaise between the technical support team and the development team.
- Evaluate logged tickets, and confirm any software defects that need to go to development for resolution. Assist technical support engineers in resolving advanced problems for customers.
- Work closely with the development team to identify and resolve defects.
- Mentor and upskill technical support engineers.
- Help developers create analytics on defects frequently encountered in the field.
- Assist the technical support manager in refining processes and procedures to streamline workflow.
- Assist the technical writer in creating knowledge base articles to equip customers to perform self-service problem resolution.
- Help maintain the support website (HTML, CSS).
- Set up and manage the application (GitZen), linking Azure DevOps and Zendesk.
Release Manager
Attix5 / Redstor
Somerset West, South Africa
12.2011 - 03.2021
As Release Manager my duties included:
- Manage the weekly bug triage.
- Gathering and preparing of release notes and bug list for each release.
- Releasing each software release to all partners and updating the partner website with latest release and hotfix/patch info.
- Create and update knowledge base articles.
- Maintain the support website, including appearance and user access.
Support Engineer
Attix5
Johannesburg And Somerset West
07.2002 - 12.2011
As a technical support engineer, my duties included:
- Installation and setup of our developed software on customer environments.
- Technical support for customers, provided via telephone and email (tickets).
- Working closely with the development team to resolve defects and problems encountered in the field.
- Recreating defects and testing.
- Providing onsite training to new customers in Africa and the UK.
- Mentoring of junior support engineers.
Technician
Stewart Scott Incorporated
Pietermaritzburg And Johannesbug
03.1995 - 06.2002
As a technician, my duties included:
- CAD - structural, shop drawings, geometric.
- Draw and prepare bending schedules.
- Geometric design.
- Network administration.
Education
National Diploma - Civil Engineering
Tshwane University of Technology
Pretoria, South Africa 04.2001 -
National Senior Certificate - Gr 12 (Matrix)
Voortrekker Hoërskool
Pietermaritzburg, South Africa 04.2001 -
Skills
Problem-solving
Incident Management
Google Workspace
Microsoft 365
Azure DevOps Services
Zendesk
Freshdesk
HTML5
Cascading Style Sheets (CSS)
Technical Support
Agile Methodologies
Software Testing
AutoCAD
Hobbies
- Movies
- Reading
- Running a small-business ‘passion project’ doing custom branding of shirts, caps etc. to order
- Voortrekkers (Afrikaans youth organization, volunteer)
Timeline
Escalations Manager
Redstor
03.2021 - Current
Release Manager
Attix5 / Redstor
12.2011 - 03.2021
Support Engineer
Attix5
07.2002 - 12.2011
National Diploma - Civil Engineering
Tshwane University of Technology
04.2001 -
National Senior Certificate - Gr 12 (Matrix)
Voortrekker Hoërskool
04.2001 -
Technician
Stewart Scott Incorporated
03.1995 - 06.2002