Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nomcebo Silindokuhle Makhanya

Technical Support
Midrand,GP

Summary

Dynamic Technical Support Engineer and adept Sales Person with a proven track record at XET SOLUTIONS and Sanlam Insurance. Excelled in enhancing customer satisfaction and boosting sales through expert problem-solving and exceptional customer service. Skilled in technical troubleshooting and fostering teamwork, consistently achieving and surpassing set goals.


Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

6
6
years of professional experience

Work History

Technical Support Engineer

XET SOLUTIONS
05.2022 - Current
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Updated and maintained current customer support database.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Gathered trend data from customer calls and interactions.
  • Monitored system performance to identify potential issues.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Tested new software and hardware prior to deployment.
  • Created user accounts and assigned permissions.
  • Helped streamline repair processes and update procedures for support action consistency.

Sales Person

Sanlam Insurance
02.2019 - 11.2021
  • Worked to build relationships with customers and built potential for additional sales.
  • Increased sales and customer satisfaction through personalized servicing.
  • Improved customer service and telecommunication skills to build lasting relationships.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Developed relationships with clients for increased loyalty and repeat business.
  • Provided product benefits and advantages and discussed pricing with interested parties.
  • Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
  • Listened to clients and introduced solutions to satisfy business and personal needs.
  • Managed customer from initial contact to closing with attention to detail to build loyalty.
  • Exceeded monthly targets by diligently following up on leads and closing deals promptly.
  • Provided exceptional customer service, resulting in numerous positive reviews and referrals.
  • Enhanced product knowledge by attending training sessions and staying current with industry trends.
  • Networked within community to build and nurture successful relationships with new and long-term customers.
  • Expanded customer base through targeted prospecting and networking efforts.
  • Negotiated contracts skillfully, securing favorable terms for both company and client.
  • Set yearly quotas for individual account executives, implementing attainable benchmarks that motivated the entire team.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Set and achieved company defined sales goals.

Education

Certificate - End User Computing NQF Level 3

MarbleTech Academy
Johannesburg, South Africa
04.2001 -

Certificate - Tourism And Hospitality Management

IQ Academy
Durban
04.2001 -

Certificate - Intermediate Computer Literacy

Avuxeni Computer Academy
KZN
04.2001 -

High School Diploma -

Ophongolo High School
Pongola
04.2001 -

Skills

Technical Support

Technical Troubleshooting

System Troubleshooting

Problem-Solving

Teamwork and Collaboration

Application installations

Remote Support

Ticket management

System Configuration Changing

Customer Support

Customer Service

Hardware Configuration

Software Updates

Training and mentoring

Windows Servers

Backup and recovery

Technical fault tracking

Remote Diagnostics

Server maintenance

Service Calls

Timeline

Technical Support Engineer

XET SOLUTIONS
05.2022 - Current

Sales Person

Sanlam Insurance
02.2019 - 11.2021

Certificate - End User Computing NQF Level 3

MarbleTech Academy
04.2001 -

Certificate - Tourism And Hospitality Management

IQ Academy
04.2001 -

Certificate - Intermediate Computer Literacy

Avuxeni Computer Academy
04.2001 -

High School Diploma -

Ophongolo High School
04.2001 -

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Nomcebo Silindokuhle MakhanyaTechnical Support