Kamvalethu Zitho
Johannesburg,Gauteng
Summary
Detail-oriented, organized, and meticulous employee. A results-driven IT Support Specialist and Full-Stack Developer with expertise in customer service, online sales support, and technical troubleshooting. Skilled in resolving customer queries via email, phone, and BMC Remedy while ensuring seamless issue resolution and service optimization. Proficient in SQL, Google Analytics, and UAT, with a strong ability to analyze data, enhance digital customer journeys, and improve operational efficiency. Adept at developing and maintaining web applications, writing SQL scripts, and optimizing backend processes. Passionate about leveraging technology to drive customer satisfaction and streamline digital operations.
. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Full-Stack Junior Software Developer & IT Support
ZERO1 Solutions
03.2023 - Current
- Customer Query Resolution : Provided technical support via email, calls, and BMC Remedy, resolving customer issues with a 95% first-call resolution rate. Assisted with backend SQL updates based on user queries to enhance service quality.
- ERP System Optimization : Investigated and fixed defects on MTN's ERP system, ensuring data integrity and system efficiency through SQL updates and backend modifications.
- SQL Programming : Created and updated tables, views, functions, and stored procedures using HeidiSQL and SQL Server Management Studio to meet user requirements. Wrote SQL scripts, updated reports, functions, stored procedures, and triggers as per user requirements. Created and optimized database structures using HeidiSQL to improve system performance.
- Reporting & Data Analysis : Developed new reports and updated existing ones to provide actionable insights for stakeholders, improving decision-making processes.
- Technical Troubleshooting : Resolved production incidents and operational delivery issues within online channels, ensuring minimal downtime and optimal performance. Assisted with backend SQL updates based on user queries to enhance service quality.
- Stakeholder Collaboration : Worked closely with internal teams to provide input on new products and services based on customer feedback and sales queries.
- Conducted infrastructure support and maintenance for seamless operational delivery.
Customer Support Representative
AFRIMADE Media
08.2022 - 08.2024
- Customer Query Resolution: Handled 50+ inbound customer queries weekly, resolving technical and service issues with a 95% first-call resolution rate, ensuring high customer satisfaction
- Created user accounts and assigned permissions.
- Technical Troubleshooting: Assisted customers with basic IT-related queries, including password resets, software installations, and connectivity issues, achieving a 90% resolution rate
- Customer Interaction Management: Maintained detailed records of customer interactions and feedback in the CRM system, improving response accuracy and enabling data-driven decision-making
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Professional Communication: Delivered professional and empathetic customer service through verbal and non-verbal communication, consistently receiving positive feedback from customers and supervisors
Intern Full Stack Developer
Libertas Group Holdings GH
08.2022 - 11.2022
- Customer-Centric Development : Developed a responsive Cattle Calculator app, resolving 30+ bugs and introducing 5 new features, increasing user satisfaction by 25%.
- Agile Collaboration : Participated in sprint planning and daily standups, improving team communication by 40% and delivering scalable solutions.
- Technical Documentation : Created clear and concise documentation for troubleshooting processes, enhancing team efficiency and knowledge sharing.
- Applied Atomic Design principles to create reusable code, saving 70% of development time
- Improved team communication by 40% through weekly progress updates and Agile collaboration
Education
Software Development Bootcamp -
The Coding Ground
Fourways, South Africa07.2022
Matric -
Emdeni Secondary School
Soweto, South Africa12-2020
Skills
KEY SKILLS & EXPERTISE
- Customer Service & Technical Support
- SQL & Google Analytics for Data Analysis
- Email, Phone & BMC Remedy Ticketing System
- Troubleshooting & Problem Resolution
- Online Sales & Service Optimization
- Data Collection, Reporting & UAT Testing
- Stakeholder Collaboration & Communication
- Agile & Cross-Functional Teamwork
TECHNICAL SKILLS
- Programming: C#, JavaScript, SQL, TypeScript
- Web Development: HTML, CSS, React, Bootstrap, Tailwind CSS
- Databases: MS SQL, MySQL, MongoDB, HeidiSQL
- Analytics & Testing Tools: Google Analytics, SQL, UAT, Manual Testing
- Platforms & Tools: Microsoft Visual Studio, SQL Server Management Studio, Microsoft TFS, SOAP UI, Postman, BMC Remedy, Microsoft Office (Excel, Outlook, Word, PowerPoint)
Certification
- Technical Support Professional Certificate - Google (via Coursera)
- C# for .NET Developers - Coursera
- Responsive Web Design & JavaScript Algorithms - FreeCodeCamp
- Front End Development Libraries - FreeCodeCamp
- JavaScript Algorithms and Data Structures - FreeCodeCamp
- Cisco Cybersecurity Essentials - Cisco
- Cisco Introduction to Cybersecurity - Cisco
- CompTIA A+ (In Progress)
REFERENCES
References available upon request.
Languages
English
Bilingual or Proficient (C2)
Xhosa
Bilingual or Proficient (C2)
Timeline
Full-Stack Junior Software Developer & IT Support
ZERO1 Solutions
03.2023 - Current
Customer Support Representative
AFRIMADE Media
08.2022 - 08.2024
Intern Full Stack Developer
Libertas Group Holdings GH
08.2022 - 11.2022
Software Development Bootcamp -
The Coding Ground
Matric -
Emdeni Secondary School
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