JC Dormehl - Technical support agent - Letaba Networks

Summary

Technical support agent with 1 year and 9 months of experience at Letaba Wireless Networks, specializing in troubleshooting technical issues ranging from basic to complex. Proficient in diagnosing network faults, configuring routers, and resolving customer inquiries effectively. Experienced in remote and in person customer assistance, with a commitment to continuous learning and skill enhancement in networking. Familiar with MikroTik and other industry standard equipment, consistently seeking opportunities for growth.

Overview

2

years of professional experience

2024

years of post-secondary education

Work history

Technical support agent

Letaba Networks

Tzaneen, Limpopo

2024.06 - Current

Assisted in troubleshooting connectivity issues related to DNS, DHCP, NAT, routing, wireless, and fibre faults to support customers.
Configured various routers remotely and hands on, such as Mikrotik, Reyee, and Tenda, to aid in resolving customer connectivity problems.
Diagnosed network issues and determined whether faults originated from CPE, ISP infrastructure, or outside ISP network.
Provided support to multiple customers experiencing speed and internet connectivity issues.
Resolved PPPoE issues through internal troubleshooting, restoring customer internet access.
Diagnosed faults and escalated to NOC when necessary.
Communicated technical solutions clearly to non-technical and technical customers.
Identified and resolved customer issues with remote troubleshooting.
Mentored team members through resolution of complex technical challenges and escalating customer inquiries appropriately, improving overall team efficiency and service quality.
Troubleshooted and resolved multiple CAPsMAN issues and wireless issues.
Log and update tickets, follows up to ensure customer gets assisted in a timely manner.
Assisted walk-ins where provided the chance.
Advised customers on Wireless/Fibre products, service queries, package pricing and recommendations bandwidth wise within their budget range.

Education

Matric (Grade 12) -

Hoërskool Ben Vorster

Tzaneen, Limpopo

Skills

Networking

TCP / IP troubleshooting
DNS configuration
DHCP configuration and troubleshooting
NAT and port forwarding
ISP infrastructure vs CPE fault isolation
Routing and switching fundamentals
CAPsMAN
Hotspot
VoIP basics

Routing & Wireless
MikroTik RouterOS configuration
Wireless diagnostics (RSSI, SNR, CCQ, interference)
Router setup and diagnostics
PTP / PTMP diagnostics and troubleshooting

Technical
DHCP, Bridge, Port, DNS, Route, Port forwarding, Firewall configuration

Clear and concise customer communication
Fault logging
Adaptive Problem diagnostics and solving
PPPoE troubleshooting
Customer connectivity diagnoses
Network escalation procedures
Ether Link, PoE, antenna, router, cable, ONU fault diagnostics and troubleshooting
Identifying congestion and interference on CPE and ISP equipment
CAPsMAN setup and diagnostics
Hotspot setup and troubleshooting
Bandwidth management and usage, queues, torch
VoIP troubleshooting

Remote Support Tools
AnyDesk / Remote Desktop
MikroTik Winbox / Router Web interface management
Windows CLI / SSH

Additional

Great leadership potential.

Quick thinking.

Polite and direct at resolving issues.

Timeline

Technical support agent

Letaba Networks

2024.06 - Current

Matric (Grade 12) -

Hoërskool Ben Vorster