MARCO GEORGE
Cape Town
Summary
Experienced IT Support and Service Desk professional with over 10 years of experience across first-line, second-line, and technical customer support roles. Strong background in incident management, troubleshooting, remote support, SLA management, and queue control within fast-paced, multi-customer environments. Proven ability to deliver high-quality customer service, accurately document and resolve technical issues, and collaborate effectively with cross-functional teams. Recognised for mentoring new team members, maintaining strong IT security awareness, and consistently adhering to operational processes and standards.
Overview
13
13
years of professional experience
Work History
RDS Analyst
Computacenter
07.2023 - Current
- Provide second line incident management (diagnosis, investigations, escalations, resolution).
- Work with incident management, service desk, other technical teams and the customer as required.
- Be always IT Security conscious.
- Upskill of new team members (Training and completing new hire passports).
- Understanding SLA and monitoring as well as managing tickets.
- Responding to customers queries.
- Managing own workloads.
- Incident queue management (Vetting, assignments, flag incorrect queue assignments, aged or re-occurring incidents and bounce backs).
- Managing mailboxes.
- Scheduling virtual meetings and assisting EUs virtually.
- Knowledge Creation
- -Nexthink
- -Tanium
- -Windows / MacOS - Hardware and Software
- -Microsoft O365
- -Active directory
- -Citrix Administration
- -SCCM Deployments and Manual software Install
- -Basic networking troubleshooting
- -AWS Workspaces
- -Avaya agent and communicator
- -Client Engineering meetings Weekly
First Line Analyst
Computacenter
10.2021 - 06.2023
- Effective contact handling across multiple customers; managing workload (phone, incident/request, web chat, email and self-log).
- Operate between different call logging tools and operate within traditional and NGSD service desk tools.
- Provide a high quality of work and provide professional assistance to users using multiple contact methods.
- Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements.
- Demonstrate a high standard of accuracy when documenting information provided (inclusive of reporting when required).
- Escalate issues in line with company processes to ensure customer demands are met.
- Evaluate and manage escalations and action appropriately to ensure customer demands are met.
- Provide customer service to internal and external customers to ensure consistent experience.
- Provide proactive incident/queue/task management.
- Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
- Identify own development/training needs in line with business objectives and contract knowledge.
- Identify service improvement/knowledge creation opportunities.
- Identify gaps in customer knowledge where applicable across multiple customers, and basic trend analysis.
- Quality reviews on occasion on ticket consistency in white space where applicable.
- Acts as a role model for colleagues with regards to technical and behavioral competencies.
- Provide training support for colleagues/New starters.
- Demonstrate adherence to process and procedure.
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization.
- Act in accordance with and demonstrate an awareness of health and safety policies and processes.
Technical Service Support
S.O.H. Group (Multisensory Branding)
01.2015 - 01.2021
- Logging calls (ticket logging)
- Telephonic support
- Remote Support
- Troubleshooting - faulty Hardware, Installing and Updating Software, monitoring logs.
- Site assessments for new installations
- Service Reports Weekly and Monthly
Technical 24/7 Customer Service agent
RCS Goodwood
01.2014 - 01.2015
- Day shift, handling customer related queries.
- E-Commerce, 24/7 team. Handling technical queries, new applications (capturing), online payment queries, account unlocks and general customer related queries.
- Systems: CSM, Vision Plus, Alpha Plus (data capturing), XDS (Fraud prevention), Alchemy
Multi-skilled Technical Support and Customer Service Agent
Merchants Asda
01.2013 - 01.2014
Education
Azure 900 -
01.2025
Nexthink Certified -
01.2025
Microsoft TM IT Academy (MSITA-Developer) - Web Developer & Adobe TM Creative Design
College of Cape Town Crawford Campus
01.2012
N4 Mechanical Engineering -
College of Cape Thornton Campus
01.2011
Grade 12 - English, Afrikaans, Mathematics, Physical Science, Geography, Life Orientation
Grassy Park High School
01.2010
Skills
- Leadership skills
- Good communication skills
- Analytical/Research skills
- Computer literate
- Problem solving
Languages
English
Custom Section
None
References
- Nevae Naicker, National Service Manager, 0824668248 / 0313120019
- Chene Sinden, Team Leader, 063 109 1897
- Fernando Valentine, Team Leader, 063 367 1210
- Kevin Moche, Team Leader, 082 442 9114
Personal Information
- Dependents: 1
- Health Status: Excellent
Timeline
RDS Analyst
Computacenter
07.2023 - Current
First Line Analyst
Computacenter
10.2021 - 06.2023
Technical Service Support
S.O.H. Group (Multisensory Branding)
01.2015 - 01.2021
Technical 24/7 Customer Service agent
RCS Goodwood
01.2014 - 01.2015
Multi-skilled Technical Support and Customer Service Agent
Merchants Asda
01.2013 - 01.2014
Azure 900 -
Nexthink Certified -
Microsoft TM IT Academy (MSITA-Developer) - Web Developer & Adobe TM Creative Design
College of Cape Town Crawford Campus
N4 Mechanical Engineering -
College of Cape Thornton Campus
Grade 12 - English, Afrikaans, Mathematics, Physical Science, Geography, Life Orientation
Grassy Park High School