Lungiswa Ntshona
Production Support Engineer
Johannesburg
Summary
Currently working as a Production Support Engineer for Ukheshe technologies. My role involves :
Collaborating with development teams to manage code deployments, software updates, and fixes.
Creating and maintaining documentation for support procedures, system configurations, and incident resolutions.
Conducting root cause analysis for production errors and developing long-term solutions to prevent recurrence.
Proactively engage with customers to understand their needs, challenges, and goals
Providing on-call support for critical issues outside of normal business hours, as required.
Working with cross-functional teams to improve product quality through feedback and detailed issue analysis.
Manage and grow relationships with existing clients
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Production Support Engineer
Ukheshe Technologies
6 2023 - Current
- Ensure production systems are available and stable
- Provide production system & customer support within scope of the relevant service level agreements
- Communicate with current and potential customers via telephone, email or WhatsApp chat to resolve any customer/business queries and concerns related to our business
- Create/escalate/follow up on support tickets
- Provide relevant feedback to clients/tenants on incident/customer query status
- Troubleshooting and investigating production system issues to try resolve within SLA
- Facilitating incident/query escalations to the technical team or to 3rd party service providers to resolve where applicable
- Proactive & continuous production system monitoring using dashboards and alerts
- Compiling and notifying customers of any production incidents and maintenance
- Keeping them up to date within SLA till incidents are resolved
- Review of deployment release notes and ensure the system is available and stable after deployments including relevant feedback to tenants/customers
- Manage and maintain the support information confluence space to ensure we have the relevant escalation contacts and process in place for all 3rd party service providers
- Educate and guide L1 tenants to resolve non-technical queries/incidents where needed
- Taking ownership and responsibility for key tasks/areas I am responsible for
- Provide suggestions to improve customer experience and support portals
- Assess incidents and impact in order to provide suggestions to improve system availability and processes
- Drive customers to rate our support service
- Manage & prioritise incidents according to the relevant priority and within SLA
- Capture support related information for purposes of auditing and reporting
- Maintain a courteous and calm manner at all times to de-escalate stressful situations
- Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
- Provide and respond to feedback about any aspect of the job or its duties
- Suggest products and services to clients based on their requests and needs
- Assist with any team member tasks/duties and/or additional functions that the company might fairly require of me
- Compiling of all monthly performance and availability reports
- Ensure relevant security checks are done and evidence captured for PCI DSS purposes.
Customer Consultant
travSIM GmbH
09.2022 - 12.2022
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential plans or services to management by collecting customer information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls, live chats, emails, and social media
- Identify and assess customers' needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team SLA targets
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Greet customers warmly and ascertain the problem or reason for the customer contacting us
- Assist with activations, order enquiries, troubleshooting, refunds, or sim replacement
- Advise customers on company information
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Attempt to persuade customer to reconsider refunds or to review negative feedback on Amazon and other online platforms
- Inform customer of deals and promotions
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts where necessary
- Handle changes in policies, service,s or product offerings.
Executive Assistant
Giesecke & Devrient Mobile Security
04.2017 - 06.2019
- Answering calls and liaising with clients competently
- Planning and organising meetings
- Taking action points and writing minutes
- Sourcing and ordering stationery and office equipment
- Preparing and updating monthly reports
- Travel Arrangement
- Drafting communications on your boss's behalf
- Managing marketing projects
- Arrange Training for staff members
- Diary management
- Planning and organising Team Building, Staff farewell parties etc
- Arrange all Local and International travel ie, flights, accommodation, car hire.
Personal Assistant
T-Systems South Africa
08.2015 - 03.2017
- Answering calls and liaising with clients competently
- Planning and organising meetings
- Taking action points and writing minutes
- Preparing BU Review presentations
- Sourcing and ordering stationery and office equipment
- Checking and sending staff movement Forms to HR for contract extensions
- Preparing and updating the head count report
- Travel Arrangement for CIC Manager.
Technical Support
Tutuka Software
11.2010 - 01.2015
- Familiarize the team with the customer needs, specifications, the development process, design standards, techniques and tools to support task performance
- Assist merchants and developers with implementation queries
- Regular follow up with merchants that had issues transacting
- Practical experience of operating a Postilion transaction processing environment
- Merchant Reporting
- ATM /POS Fraudulent transaction investigation
- ATM / POS Non -disbursement charge back disputes
- Merchant and Terminal Management
- Log Issues and Incidents
- Remote Software Download Management
- Provide any training that team members
- Manage the flow of day-to-day operations
- Create reports to update the company on the team's progress
- Recognize and celebrate team and team member accomplishments and exceptional performance.
Technical Support Agent
Neotel
03.2010 - 10.2010
- Assisting clients install modem drivers
- Assisting clients configure software
- Creating dial up connection
- Setting up router for connection
- Troubleshooting router / connections errors
- Troubleshooting modems errors
- Logging trouble tickets to Networks on sugarCRM
- Configuring outlook email
- Troubleshooting email errors.
Technical support Agent
Vodacom
01.2009 - 02.2010
- Provide exceptional customer service through an Inbound Call Centre environment
- Troubleshoot and provide assistance to all Vodacom Customers with Technical issues
- Assist Internet Connection, Network & Coverage Issues
- Blackberry & I phone Devices setup
- Support Linksys Router
- Configuring outlook email
- Assisting clients install modem drivers.
Customer Service Agent
Merchants (MTN banking)
12.2007 - 12.2008
- Answering inbound calls from MTN Banking mobile money customers as per protocol within in 20 Seconds
- Assisting client with opening of accounts, balance queries, bank statements & the resetting of their bank pin
- Analyse and probe the customers query to identify the specific request in order to achieve first call resolution
- Communicate the action taken by the customer in way that is thoroughly understood by the customer
- Accurately direct customer queries for second tier resolution (MTN Banking back office) where appropriate
- Accurate recording of customers details.
Education
High School Diploma -
Florida Park High
Florida 04.2000 - 04.2004
Associate of Science - Information Technology
CTI
Randburg, GP 04.2001 -
Skills
Troubleshooting (6 years)
Timeline
Customer Consultant
travSIM GmbH
09.2022 - 12.2022
Executive Assistant
Giesecke & Devrient Mobile Security
04.2017 - 06.2019
Personal Assistant
T-Systems South Africa
08.2015 - 03.2017
Technical Support
Tutuka Software
11.2010 - 01.2015
Technical Support Agent
Neotel
03.2010 - 10.2010
Technical support Agent
Vodacom
01.2009 - 02.2010
Customer Service Agent
Merchants (MTN banking)
12.2007 - 12.2008
Associate of Science - Information Technology
CTI
04.2001 -
High School Diploma -
Florida Park High
04.2000 - 04.2004
Production Support Engineer
Ukheshe Technologies
6 2023 - Current
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