Nicholas Moses
EUC Support Specialist
Johannesburg
Summary
Adept at enhancing customer satisfaction and team performance, my tenure at Liberty Life honed my expertise in technical troubleshooting and fostering team collaboration. Leveraging skills in remote support and empathy, I significantly improved support strategies and service delivery, achieving high satisfaction rates and streamlining processes for efficiency and effectiveness.
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering over 8 years of experience in Information Technology.
Overview
9
9
years of professional experience
Work History
EUC Support Specialist
Old Mutual
Johannesburg
05.2019 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
- Improved team morale and cohesion by initiating regular team-building activities and feedback sessions.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
Team Lead
Liberty Life
Johannesburg
11.2017 - 04.2019
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed effective improvement plans in alignment with goals and specifications.
Administrator
Liberty Life
Johannesburg
06.2016 - 10.2017
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Improved user experience by troubleshooting application issues and collaborating with developers on necessary updates or enhancements.
- Conducted training sessions for staff on new technology implementations, increasing overall adoption rates and productivity levels.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Education
Certificate - MS365 Certified: Modern Desktop Administrator
Microsoft
04.2001 -
Skills
Remote support
Application support
Call management
Support services
Security protocols
Technical solution analysis
Problem-solving abilities
Teamwork and collaboration
Customer service expert
Analytical thinking
Team building
Decision-making
Team collaboration
Call center operations
Attention to detail
Application installations
Timeline
EUC Support Specialist
Old Mutual
05.2019 - Current
Team Lead
Liberty Life
11.2017 - 04.2019
Administrator
Liberty Life
06.2016 - 10.2017
Certificate - MS365 Certified: Modern Desktop Administrator
Microsoft
04.2001 -
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