Summary
Overview
Work History
Education
Skills
Languages
Horse riding and reading
References
Timeline
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Macaela-lee Talita Govender

Macaela-lee Talita Govender

Howick

Summary

Technology support professional with strong background in troubleshooting, system maintenance, and user assistance. Adept at collaborating with teams to solve complex technical issues and ensure smooth IT operations. Known for adaptive problem-solving skills and reliability in fast-paced environments. Possessing expertise in hardware and software support, network configuration, and customer service.

Overview

11
11
years of professional experience

Work History

Tier 3 Information Technology Support Technician

Coherent Software Solutions (Cosoft)
03.2021 - Current
  • Manage IT support via live chat, providing real-time assistance and troubleshooting for technical issues to ensure prompt resolution and customer satisfaction.
  • Provide Tier 3 support for junior agents, assisting with Nextgen cloud-based counterpos and self-service kiosks.
  • Provide hardware support remotely and
    also recommend hardware upgrades if
    necessary.
  • Troubleshoot, set up, maintain and
    resolve network related issues.
  • Customize customer experiences to
    build brand loyalty.
  • Manage remote assistance, software installations, and Live-chat/email support, utilizing Jira & Confluence for service delivery.
  • Provide Stock and Cash up report
    analysis.
  • Deliver remote demonstrations and
    troubleshooting on customer's
    computers through Anydesk.
  • Accurately log and maintain up-to-date records of customer-reported IT issues, diagnostic steps taken, and solutions implemented, ensuring thorough documentation for internal reference and service continuity.
  • Achieve high customer satisfaction ratings through efficient problem-solving and timely ticket resolution.

Tier 2 Information Technology Support Technician

Coherent Software Solutions (Cosoft)
11.2019 - 03.2021
  • In my role as a Tier 2 Information Technology Support Technician, I oversaw the Online ordering platform and provided training to junior technicians.
  • I collaborated with third-party companies to ensure seamless customer experiences and maintained company software and hardware for optimal performance.
  • I Collaborated with team members to
    achieve target results.
  • Assisted in the successful rollout of new systems and applications by providing user training and support materials.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.

Tier 1 Information Technology Support Technician

Coherent Software Solutions (Cosoft)
07.2018 - 11.2019
  • Installed and maintain company POS software, providing hardware and software support remotely.
  • Monitored and repair databases using SQL commands, troubleshooting windows errors and software.
  • Maximized customer engagement and
    satisfaction by delivering excellent
    customer service.

Administration Assistant

Lee's Auto Repairs
01.2015 - 01.2018
  • In my role as an Administration Assistant at Lee's Auto Repairs, I provided essential support by safely keeping and updating records, managing client correspondence, and handling internal communications.
  • This led to improved organization and streamlined operations within the company.
  • Efficiently managed client correspondence and internal communications.
  • Safely kept and updated records for smooth operations.

Education

Bachelor of Science - BS - Information Technology

Oval international computer education
01.2017

Skills

  • Team Leadership
  • Customer Satisfaction
  • Customer Service
  • Ticketing system proficiency
  • Help desk experience
  • Remote support
  • Software installation
  • Training and mentoring
  • Problem-solving
  • Multitasking Abilities
  • Decision-making
  • Desktop support

Languages

Afrikaans
English

Horse riding and reading

Outside of work, I enjoy church activities, exploring the outdoors, road trips, mountain horseback riding, and reading my favourite literature.

References

Trishen Naidoo (Cosoft) Supervisor +27743843584
Mamello Semoli (Cosoft) Supervisor +27671157532

Timeline

Tier 3 Information Technology Support Technician

Coherent Software Solutions (Cosoft)
03.2021 - Current

Tier 2 Information Technology Support Technician

Coherent Software Solutions (Cosoft)
11.2019 - 03.2021

Tier 1 Information Technology Support Technician

Coherent Software Solutions (Cosoft)
07.2018 - 11.2019

Administration Assistant

Lee's Auto Repairs
01.2015 - 01.2018

Bachelor of Science - BS - Information Technology

Oval international computer education

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Macaela-lee Talita Govender