Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Rameez Adams

Rameez Adams

Cape Town

Summary

I am a logical thinker with top problem-solving abilities. I can communicate well with non-technical audiences for speedy resolutions.

I am a well-trained IT worker skilled with hardware and software. Analytical thinker in investigating problems, tracing root causes and correcting routine or serious issues.


I am an enthusiastic Customer Service representee with in-depth knowledge of sales, account management and training, providing superior customer service and resolve all issues quickly and with positive attitude.


Overview

8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Customer Support Specialist

Amazon
Cape Town
08.2023 - 12.2024
  • Handled in-person, email and mailed correspondence.
  • Completed transactions to replace or exchange defective items.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Upsold new products and accessories to customers, capturing significant increases in add-on sales.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Maintained excellent client satisfaction by providing in-depth technical support for the Amazon fire TV/ Alexa devices.
  • Listened actively to offer accurate information and best solution to their needs.

Customer Service Representative

Sage
Cape Town
11.2020 - 05.2023
  • Adhered strictly to policies and procedures for continued company compliance.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Obtained feedback from customers to improve service experience.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
  • Coordinated advanced help for complex Sage 300 and Sage 50 accounting issues.
  • Offered current, accurate advice on optional solutions for concerns.
  • Implemented customer follow up to uphold service standards.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Handled in-person, email and mailed correspondence.
  • Assisted customers with varying questions using product knowledge and service expertise.

Customer Advisor

Iinet
Cape Town
09.2019 - 03.2020
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Maintained up-to-date product and service knowledge by attending regular training opportunities.
  • Set up appointments for customers and entered work tickets to obtain needed services for clients.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Actioned customer feedback to enhance contact centre service provisions.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Recorded and processed customer data accurately.

Help Desk Technician

Simplified IT
Cape Town
01.2018 - 06.2018
  • Tracked computer system and network performance to identify root causes of issues.
  • Installed new software for users and monitored version and patch update requirements.
  • Completed investigations to check on reported errors, reproduce problems and trace faults.
  • Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
  • Scanned systems, diagnosing and correcting equipment failures and performance issues.
  • Investigated and diagnosed customer's technical and product queries.
  • Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
  • Maintained internet and intranet websites to maximize reliability and usability.
  • Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
  • Carried out new hardware installations and updates, keeping systems functional and secure.
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
  • Acquired, set up and configured hardware and software to meet specific customer requirements.
  • Organised workspaces for employees with computer, monitors and associated cabling or equipment.
  • Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
  • Offered technical expertise to contribute to 2nd and 3rd line of support.

Trainee IT Technician

Visualize IT
Cape Town
02.2017 - 08.2017
  • Prepared equipment for staff use, installing cables, operating systems, and software.
  • Tracked computer system and network performance to identify root causes of issues.
  • Installed new software for users and monitored version and patch update requirements.
  • Followed manufacturing instructions and design specifications when completing repairs.
  • Supported loading of peripheral equipment with selected materials.
  • Executed tasks adhering to documented procedures and processes for all activities.
  • Provided proficient 2nd Line in-house support for diverse IT challenges.
  • Scanned systems, diagnosing and correcting equipment failures and performance issues.
  • Tested function of peripheral equipment and completed quality repairs.
  • Carried out new hardware installations and updates, keeping systems functional and secure.
  • Documented repairs in log book to maintain accurate records.
  • Setup, configured, and troubleshot Microsoft 365 applications.
  • Liaised with customers on operations issues and requests, providing efficient support.
  • Arranged computers, routers and printer to achieve proper workstation.
  • Contributed to infrastructure projects, collaborating with external vendors for successful outcomes.
  • Evaluated hardware, mouses and keyboards to determine performance.
  • Established and troubleshot network and data communications systems.
  • Completed investigations to check on reported errors, reproduce problems and trace faults.

Education

Certificate of Higher Education - Information Technology

Master Grade IT
Cape Town, WC
12.2023 -

Certificate of Higher Education - mathematics, physics, English, Afrikaans, Geography

Spine Road High School
Cape Town
01.2010 - 12.2015

Skills

Dispute Resolution

undefined

Certification

CompTia A+

Timeline

Certificate of Higher Education - Information Technology

Master Grade IT
12.2023 -

CompTia A+

12-2023

Customer Support Specialist

Amazon
08.2023 - 12.2024

Customer Service Representative

Sage
11.2020 - 05.2023

Customer Advisor

Iinet
09.2019 - 03.2020

Help Desk Technician

Simplified IT
01.2018 - 06.2018

Trainee IT Technician

Visualize IT
02.2017 - 08.2017

Certificate of Higher Education - mathematics, physics, English, Afrikaans, Geography

Spine Road High School
01.2010 - 12.2015

Similar Profiles

CREATE PROFILE
Rameez Adams