Lucas Molefe

Work History

Technical Support Consultant / ESET Learning Vault Country Coordinator

ESET

Cape Town

07.2021 - Current

Perform troubleshooting and technical support to our users telephonically, via email, zoho service desk tickets, and Microsoft Teams
Identify, track, escalate, resolve, and report internal & external customer queries, ensuring POPIA compliance is adhered to
Support business units in identifying, tracking, and updating systems, business processes and data flows
Test and implement new modules and enhancements
Assist users with tasks and deployments from business to home users
Create and update users on ESET Learning Vault
Assign new learning plans
Assist with password reset
Assist with leaning plans exam reset
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Used ticketing systems to manage and process support actions and requests.
Translated complex technical issues into digestible language for non-technical users.
Assisted customers in identifying issues and explained solutions to restore service and functionality.

Service Desk Analyst

Logicalis SA

Cape Town

11.2020 - 07.2021

Desktop troubleshooting, Network troubleshooting, Citrix , Cayosoft Administration, Windows server
Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Engaged in user support interactions via telephone, chat and email platforms.
Maintained servers and systems to keep networks fully operational during peak periods.
Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.

FTTH Installation Technician

Vodacom

Cape Town

01.2020 - 10.2020

Resolve, repair and install fiber optics systems and ensure that they work properly
Examine and replace faulty and old fiber optic cables and also organize scheduled maintenance routines
Take care of fiber splicing and rectify fiber optic problem areas
Identified issues, analyzed information and provided solutions to problems.
Resolved problems, improved operations and provided exceptional service.
Develop sensor indicators and conduct timely inspections to make sure that faulty fiber optic system does not destabilize its performance
Execute premises cabling and take care of the underground and underwater cabling requirements
Keep track of the signal strength of different devices such as television, telephone to provide adequate performance
Formulate and maintain system records and system designs

Customer Service Representative

iiNet

Cape Town

06.2019 - 12.2019

Manage large amounts of incoming phone calls
Generate sales leads
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Provided primary customer support to internal and external customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collected and analyzed customer information to prepare product or service reports.
Responded to customer requests for products, services and company information.
Answered product and service questions, suggesting other offerings to attract potential customers.
Recommended products to customers, thoroughly explaining details.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Educated customers about billing, payment processing and support policies and procedures.

Help Desk - Tier 1 Technician

Herotel

Cape Town

05.2018 - 05.2019

Offer first and second call resolution support to customers via telephone, WhatsApp, Webchat, Distant-
Desktop, Route-this and e-mail, including escalations from Help Desk Agents
Provide more advanced customer support including common mid-level technical questions such as local systems set-up, local network issues, compliance with data standards and applying technical solutions to issues that have established resolution methods
Assist walk-in clients where applicable
Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required
Log requests through Herotel's ticketing system, manage ticket queue to ensure optimal support, and update ticket status daily or as required
Attempt to resolve the issue permanently on first call and on the same day, including following up and providing regular (minimum hourly, and no less than daily) feedback to customers
Regularly check Microsoft Teams & WhatsApp for messages requiring call backs.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Junior Technician

GRAPPLE IT

Cape Town

01.2018 - 04.2018

Answer user inquiries regarding computer software or hardware operation to resolve problems
Build new workstations and install windows
Perform in person program installation and OS setting changes to programs specifications
Perform setup and maintenance on desktops, notebooks, and deliver on-site
Maintained and repaired technological equipment and peripheral devices such as routers.
Installed and configured hardware and software components as part of desktop and deskside support.
Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.

IT Computer Operator

MMI Holdings

09.2017 - 12.2017

Knowledge of mini/mainframe & desktop computers, including operating systems and hardware operations
Knowledge of Windows, DOS, UNIX etc Operating System Environments
Knowledge of data processing operations
VMS Operating System
Batch Scheduling concepts
Ability to manage issues and alerts
Ability to work with and collaborate with Application Teams and systems admins
Problem management/escalation, verbal and written communications.
Changed and replaced backup tapes regularly and performed detailed server backups.
Generated reports covering details about data, system operation and error monitoring.

Junior IT Support Technician

National Association of Child Care Workers

Cape Town

06.2017 - 08.2017

Provide active directory assistance and answer user inquiries regarding computer software or hardware operation to resolve problems
Build new workstations and install windows
Perform remote assistance on program installation and OS setting changes to programs specifications
Provide support for wireless devices including, desktops, laptops, printers, routers, and modems
Ensure that all PC and network devices are up to date with the most current installations and upgrades.
Worked with customers to understand needs and provide excellent service.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Learned new skills and applied to daily tasks to improve efficiency and productivity.

Summary

Overview

Work History

Technical Support Consultant / ESET Learning Vault Country Coordinator

Service Desk Analyst

FTTH Installation Technician

Customer Service Representative

Help Desk - Tier 1 Technician

Junior Technician

IT Computer Operator

Junior IT Support Technician

Education

No Degree - Automotive Engineering And Technology

No Degree - Higher Certificate in Information Technology: Full-Stack Developer

Skills

Certification

Interests

Additional Information

Timeline

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