Odwa Siyakuxola Mpofu
Technical Support Representative
Gqeberha
Summary
Experienced Technical Support Representative with strong problem-solving skills and deep IT knowledge. Skilled in resolving technical issues, delivering excellent customer service, and communicating clearly. Committed to enhancing user experience and contributing technical expertise to organizational success.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
8
8
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT REPRESENTATIVE
NTT DATA
Port Elizabeth
01.2022 - Current
- At NTT DATA, I managed and resolved service tickets across multiple support channels, including phone, portal, email, and chat.
- I handled project-related tasks from the PMO team, ensuring thorough planning and execution.
- My role involved maintaining accurate reporting through internal tools, delivering professional communication to clients, and consistently meeting performance targets such as KPIs and SLAs.
- I also built strong collaborative relationships within the Service Desk and Managed Services teams to ensure high levels of customer satisfaction.
TECHNICAL SUPPORT AGENT
Vodacom
01.2021 - 01.2022
- As a Technical Support Engineer at Ison in Port Elizabeth, I ensured stable connectivity by monitoring and maintaining line performance and configuring customer-premises equipment such as LTE and FTTH routers.
- I provided first-level support for Vodacom SIM card issues, assisted customers with billing and account queries, and delivered effective troubleshooting for internet, voice, and related services.
TECHNICAL SUPPORT
WNS TELKOM CAMPAIGN
01.2018 - 01.2021
- As a Technical Support Engineer at Ison in Port Elizabeth, I was responsible for monitoring and maintaining line stability to ensure reliable connectivity.
- I configured various customer-premises equipment, including LTE and FTTH routers, and provided first-level support for Telkom SIM card issues.
- My role also involved assisting customers with billing and account-related queries, while delivering technical support and troubleshooting for internet, voice, and other services.
Education
Grade 12 -
SAKHISIZWE HIGH SCHOOL
01.2009
National CERTIFICATE - IT & COMPUTER SCIENCE
PORT ELIZABETH FET COLLEGE
01.2012
Certificate - Microsoft Certified: Azure Fundamentals
CTU TRAINING SOLUTIONS EASTERN CAPE
Port Elizabeth, South Africa 04.2001 -
Skills
Demonstrated understanding of cloud concepts and SaaS benefits within Microsoft 365 Proficient in core Microsoft 365 services including Teams, SharePoint, OneDrive, and Outlook Knowledge of security, compliance, identity, and governance within Microsoft 365 environments Familiar with Microsoft 365 licensing models, pricing structures, and support options Ability to explain business value and productivity benefits of Microsoft 365 solutionsStrong knowledge of cloud computing concepts including IaaS, PaaS, and SaaS Familiar with Azure core services: compute (VMs, containers), storage, networking, and databases Understanding of Azure identity, security, and compliance tools (Azure AD, RBAC, encryption) Skilled in Azure governance, monitoring, and cost management practices Knowledge of pricing models, SLAs, and lifecycle management for Azure resources
undefinedCertification
Microsoft 365 Certified: Fundamentals, 93B952E3188BCBBF, 9D6A12-2EB85V, 2025-08-29
Personal Information
- ID Number: 9011065574087
- ID Number: 9011065574087
Tax Information
1431996188, 275131042, 2018-05-24, 0800 00 SARS (7277), www.sars.gov.za, Alberton, 1528
References
- Lauren Hendricks, Supervisor, NTT Data, 0614490677, lauren.hendricks@global.ntt
- Nosiphiwo Nikani, Supervisor, Vodacom, 0710686286, n/a
- Viginaira Janse, Supervisor, WNS Telkom Campaign, +27 73 779 1856, 073naya@gmail.com
Timeline
TECHNICAL SUPPORT REPRESENTATIVE
NTT DATA
01.2022 - Current
TECHNICAL SUPPORT AGENT
Vodacom
01.2021 - 01.2022
TECHNICAL SUPPORT
WNS TELKOM CAMPAIGN
01.2018 - 01.2021
Certificate - Microsoft Certified: Azure Fundamentals
CTU TRAINING SOLUTIONS EASTERN CAPE
04.2001 -
National CERTIFICATE - IT & COMPUTER SCIENCE
PORT ELIZABETH FET COLLEGE
Grade 12 -
SAKHISIZWE HIGH SCHOOL