Paul Classens
Parklands,WC
Summary
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.
Work History
Point of sale Installation support
Ken Kay Services
- Build and setup of client Systems prior to installation on site, Assist with installation on sight
Manager
Snacks Mobile CC
- Daily Banking, Debtor &Creditor Control, Customer Service and Sales, Deliveries when Required, Cashing Up and Finalizing Of Daily Sales, Order Placement and Stock Control
Owner manager
Island Take Aways
- Day To Day Running of Business Operations, Staff Management, Ordering Of Stock and Stock Control Daily Banking, Cashing Up and Finalizing Daily Sales
Plant manager
Soda King Franchising
- Management of production side of business operations.
Service Desk Engineer (FCR)
EOH
- Ensure the Resolved Status SLA is not breached by resolving tickets timeously, Hold (Valid/Invalid): Ensure that tickets are updated in line with the Process (With approval from the customer and a valid reason)
- Ensure that tickets are acknowledged before they breach the Ticket Acknowledgement SLA
- Quality Assurance Management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality
- Performance Management: Achieve specified daily target (Individual Monthly Minimum average = 5/day resolved Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls
- Effective Time keeping: Ensure that the team leader is informed an hour before start of shift of absence or late coming and adhere to (Tea/Comfort, Lunch) To provide comprehensive desk side support to all EOHMS PS Contractual Clients within the Operational Service Agreement (On – Site)
Desktop Engineer
Logicalis South Africa (PTY)LTD
- All task pertaining to remote IT support across multiple clients including tasks such as user account creation and termination, Email setup and office installations, Printer support such as installation and configuration of network printers and or removal if required, all general troubleshooting and resolution on general Issues faced daily by clients either by myself or escalated to necessary support teams where required and then also management of ticketing and email queues to ensure SLA requirements are met daily across all clients designated to me.
Customer Excellence Agent
BRSK South Africa (PTY)LTD
- Customer support for all incoming calls as well as emails and any social media chats, liaising with all other teams to assist customer with inquires as efficiently and quickly as possible and ensuring customers have the best possible help experience from the Company.
Education
Diploma in IT Netwrking - Information Technology
04.2007
Skills
- Reliability and punctuality
- Customer Service
- Problem-Solving
- Honest and Dependable
- Reliable and Responsible
- Team Collaboration
- Team Leadership
- Creative Thinking
- Microsoft Office
- Customer Engagement
- Customer Assistance
- Training and mentoring
Profile
Hard Working
Able to work under pressure
Goal, deadline and detail orientated
Always willing to learn new skills and improve existing skills
Quick to own up to mistakes made.
Secondary Academic Achievements
Sunningdale Private School, Matric 2003, English, Afrikaans. Mathematics, Computer Studies, Science ,Business Economics
Tertiary Academic Achievements
- Varsity College, PC Engineering, 2004
- Varsity College, Diploma In IT Networking, 2005-2007
Biographical Information
Full Name : Paul Andrew Classens
ID number : 8501315157080,
Primary language : English
Secondary language : Afrikaans
Drivers License : Code A and B( Motorcycle and Car)
Training
- PC Engineering
- Computer Literature
- A+
- N+
- MS Office
- Business Practice and Entrepreneurship
- Introduction to Programming
- Introduction to Web development
- Helpdesk
- Internet and Email
- IT Networking
- MCSE 2003
- Linux
- Novel
- ITIL Foundation 4 Introduction Course
- Amazon Web Services Cloud based Services
Hobbies and Interests
In my spare time over the last few years I have been learning how to trade forex and stocks, I mainly spend time with my son but I also enjoy taking long scenic motorcycle trips with friends. Im also very keen on travelling to various destinations across the world as soon as I am able to do so. if Im not out with my son or friends I also enjoy watching series and some gaming when there is time.
Timeline
Point of sale Installation support - Ken Kay Services
Manager - Snacks Mobile CC
Owner manager - Island Take Aways
Plant manager - Soda King Franchising
Service Desk Engineer (FCR) - EOH
Desktop Engineer - Logicalis South Africa (PTY)LTD
Customer Excellence Agent - BRSK South Africa (PTY)LTD
Varsity College - Diploma in IT Netwrking, Information Technology
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