Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nelly Molepo

Technical Support Engineer
Johannesburg

Summary

Adept at remote support and problem-solving, I significantly enhanced customer satisfaction at NEC XON by resolving complex technical issues and streamlining support processes. My adaptability and analytical skills, honed across roles from IT Intern to Technical Support Engineer, ensure efficient system configuration and network troubleshooting.

Overview

8
8
years of professional experience
5
5
Certifications

Work History

Level 2 Technical Support Engineer

NEC XON
Pretoria
02.2022 - Current
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Provided clear and concise documentation of customer interactions, maintaining detailed records for future reference.
  • Assisted in developing support resources, such as knowledge base articles and FAQs, for common issues faced by users.
  • Managed multiple tasks simultaneously while maintaining focus on key priorities in a high-pressure environment.
  • To test upgrade procedures and schedule maintenance activities.
  • To test and configure switches and routers.
  • Escalating to vendor support as needed.

TAC Support Engineer

NEC XON
07.2018 - 01.2022
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Log all incidents through the Service Desk tool (SNOW, Jira, Solid, NHD).
  • Track and escalate all calls against SLA.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
  • Provided support to users in a 24/7 uptime environment, often working double shifts to accommodate time zones.
  • Monitor customers' network and take action if needed.
  • Providing follow-ups to the customer.

Technical Learner

Carlysle Human Capital
06.2017 - 06.2018
  • Enhanced customer satisfaction by efficiently addressing and resolving service issues.
  • Identify, categorize, and respond to network issues.
  • Update the internal system, including responding to tickets.
  • Actively participate in training programs, workshops, and self-learning to gain technical knowledge in areas like software, hardware, programming, and networking.
  • Worked alongside experienced team members, shadowing their work and contributing to small projects under supervision.

IT Intern

Department of Defense
06.2016 - 05.2017
  • Supported IT department in handling technology rollout and maintenance.
  • Provided technical support, resolving IT issues for users.
  • Completed assigned tasks ahead of schedule, demonstrating strong time management skills.
  • Run software updates, backups when requested.
  • Assemble desktop PCs and install operating systems.

Education

Bachelor of Science - Mathematics And Computer Science

University Of Limpopo
Limpopo
04.2001 -

Skills

Remote Support

System Configuration

Root Cause Analysis

Knowledgebase updating

Network troubleshooting and understanding routing, switching

Adaptability and Learning

Problem-Solving and Analytical Skills

Certification

JNCIA x 5

Timeline

Level 2 Technical Support Engineer

NEC XON
02.2022 - Current

TAC Support Engineer

NEC XON
07.2018 - 01.2022

Technical Learner

Carlysle Human Capital
06.2017 - 06.2018

IT Intern

Department of Defense
06.2016 - 05.2017

Bachelor of Science - Mathematics And Computer Science

University Of Limpopo
04.2001 -

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Nelly MolepoTechnical Support Engineer