Microsoft Applications
Leonard Nel
Product Specialist
Alberton
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Director of Operations
Dream ICT Services Pty Ltd
Johannesburg
06.2017 - Current
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Mentored and coached team members to foster productive and engaging work environment.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Product Specialist
Vodacom Repairs
Johannesburg
02.2010 - 06.2017
- Continually expanded knowledge of VoIP product line.
- Trained and provided coaching to junior team members.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
Technical Support Representative
Vodacom
Johannesburg
01.2003 - 03.2010
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded promptly to incoming sales leads and requests for technical support.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware and granted system permissions to new employees.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
Education
BBA - Business Management
01.2011 - 12.2014
Operations Management Certificate - Computer Networking And Telecommunications
01.2016 - 12.2016
Skills
Process improvements
Performance Analysis
Staff training/development
Relationship building
Client account management
Budget development
Software
VoIP Platforms
Mobile devices
Timeline
Director of Operations - Dream ICT Services Pty Ltd
06.2017 - Current
University Of Cape Town - Operations Management Certificate, Computer Networking And Telecommunications
01.2016 - 12.2016
University Of South Africa - BBA, Business Management
01.2011 - 12.2014
Product Specialist - Vodacom Repairs
02.2010 - 06.2017
Technical Support Representative - Vodacom
01.2003 - 03.2010