Jacques Janse Van Rensburg

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.

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.

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.

As a technician, my duties included:

• CAD - structural, shop drawings, geometric.
• Draw and prepare bending schedules.
• Geometric design.
• Network administration.