Java
Ofentse Ranamane
Support Engineer
Pretoria
Summary
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. Throughout the past five years, diverse expertise were cultivated through engagements with three distinct companies. The roles have encompassed a spectrum of responsibilities, notably in customer support, networking, and the resolution of complex technical inquiries. Currently pursuing further knowledge and skill enhancement through enrollment in online courses, including AWS Cloud Practitioner and Java full stack development
Overview
8
8
years of professional experience
2
2
Languages
Work History
Helpdesk Support Technician
Proagrica
07.2023 - 01.2024
- Monitor client adapters and conduct daily system health check.
- Message transformation.
- Customer support averaging 19 closed tickets per day.
- Performed client onboarding tasks.
- Investigating message failures.
- Delivered training sessions on new software applications and IT best practices, improving customer proficiency and reducing support requests.
Network Support Technician
Fibre Suburb Networks (Atec)
11.2020 - 06.2023
- Maintaining and controlling connection process via internal portal set out by operations manager.
- Control boundaries with ISP set out in the process.
- · Monitoring network management systems, reporting any outages, saturation, link flapping and dips to relevant upstream providers.
- Client premise equipment (CPE) configuration, firmware update, port forwarding. Common CPE: Tilgin Routers & ONTs, Mikrotik Routers & ONTs.
- Switch Port Link speed and status.
Helpdesk Support Technician
Proagrica
03.2019 - 10.2020
- · Provide support to customers via telephone, email and helpdesk application.
- · Incident Logging on helpdesk application and System monitoring.
- · Ensure that customers are always kept up to date and reply within SLA
- Supported onboarding of new clients, providing training on internal systems, ensuring a smooth transition with using our products.
ICT Facilitator
Vastratech
01.2016 - 12.2016
- Evaluated participant progress through ongoing assessments to ensure mastery of course objectives before concluding each session.
- Provided constructive feedback to educators during debriefing sessions, fostering personal growth and skill development.
- Streamlined workshops with educators for computer literacy, improving overall attendee satisfaction and participation.
- Weekly reports to my manager regarding my daily tasks
Education
Bachelor of Science - Information Technology
Tshwane University of Technology
Pretoria 04.2001 -
Skills
Software
HTML
CSS
JavaScript
SQL
Linux OS
Timeline
Helpdesk Support Technician
Proagrica
07.2023 - 01.2024
Network Support Technician
Fibre Suburb Networks (Atec)
11.2020 - 06.2023
Helpdesk Support Technician
Proagrica
03.2019 - 10.2020
ICT Facilitator
Vastratech
01.2016 - 12.2016
Bachelor of Science - Information Technology
Tshwane University of Technology
04.2001 -
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