Salusiwe Mtikitiki
East London
Summary
A bright, talented and ambitious employee with a strong technical and office work background who possesses self-discipline and the ability to work with the minimum of supervision. Having exposure to a wide range of working environment and able to play a key role in diagnosing problems and to ensure that the ability to organize and present complex solutions clearly and accurately
Overview
4
4
years of professional experience
16
16
years of post-secondary education
Work History
Technical Support Technician
Easttel
East London
03.2019 - 01.2020
- Gave first line support to clients who are having problems with internet connection and Voip
- Did installation of new phones to new clients and do configurations
- Sorting paperwork and make sure it is filed.
- Documented support interactions for future reference
- Responded promptly to incoming sales leads and requests for technical support
- Used ticketing systems to manage and process support actions and requests
Incident Management Agent
Altron
Port Elizaberth
09.2018 - 02.2019
- Assisted in assigning calls to technicians and managing calls
- Phoned customers for arrangement and setting ETA of when problem can be resolved in call Centre
- Assisted in filling
- Rerouting calls to appropriate people
- Answered about work that needed to be done
- Monitoring SLA and fixing it where necessary
- Assisting in getting parts from stores and make arrangements to get them from remote areas
- Communicating with csr and clients to arrange ETA.
- Administration
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customer inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly
Admin Assistant/Support Tech
Littlepig cc
East London
03.2016 - 08.2017
- Office Admin (answering phone, communicating with clients, sorting files)
- Monitoring server logs
- Connecting and configuring routers and switches for clients
- Designing Network structure for clients
- Creating and configuring VLAN for clients
- Setting up new desktops
- Installing Software
- Ubiquity- Installed for Wi-Fi extension and for separate access for visitors.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Applied effective time management techniques to meet tight deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organizational skills through working on group projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Cultivated interpersonal skills by building positive relationships with others
Education
Grade 12 -
Mida School
Idutywa 01.2011 - 12.2011
Enduser certificate -
MSC Business College
East London 01.2012 - 12.2012
A+ certificate -
MSC Business College
East London 01.2013 - 12.2013
CISCO certification -
University of Fort Hare
East London 01.2014 - 12.2015
CCNP Routing certified -
Online Study
East London 11.2015 - 11.2015
Scrum master certificate -
International Scrum Institute
Online 01.2017 - 06.2024
NOSA College SHE Representative
East London01.2021
High Certificate in LAW - LAW
UNISA
East London 04.2001 -
LLB
UNISA
East London 06.2020 - Current
Skills
CommunicationTeam work and leadershipTime managementEmail systemsCoordinating Conference calls and routing callsEnglishIsiXhosa
Personal Information
- ID Number: 9102121166081
- Date of Birth: 12/02/1991
- Nationality: South African
- Driving License: C1
Volunteer Experience
DEPARTMENT OF HEARLTH CALL CENTER EASTERN CAPE, 07/01/14, 02/01/16, I assisted and supported the department in NETWORKING PROBLEMS and technical problems on Computers, help troubleshoot Mitel problem as they were using it on the call Centre.
Configuration of spanning tree protocol on the switches.
Helped the Call Centre agencies who were using CRM, HR people who were working on the department.
Personal Development
- Exercising and traveling, 08/01/17, 08/01/17
- Fortinet NSE 1,2,3, Online studying, 07/01/17, 09/01/17
- Higher Certificate in LAW, UNISA, 06/01/19, 06/01/20
References
- Roslind Tomlinson, Regional Customer Service Manager, Altron, 0113734044, 0824461906
- Blessing Rwodzi, Easttel, 0853005000, 0743252700
Reason For Leaving
- Looking more life challenges, gaining of more experience and use the skills that I have and for personal growth.
- Retrenchment
Disclaimer
I hereby declare that the above written information is true to the best of my knowledge.
Timeline
LLB
UNISA
06.2020 - Current
Technical Support Technician
Easttel
03.2019 - 01.2020
Incident Management Agent
Altron
09.2018 - 02.2019
Scrum master certificate -
International Scrum Institute
01.2017 - 06.2024
Admin Assistant/Support Tech
Littlepig cc
03.2016 - 08.2017
CCNP Routing certified -
Online Study
11.2015 - 11.2015
CISCO certification -
University of Fort Hare
01.2014 - 12.2015
A+ certificate -
MSC Business College
01.2013 - 12.2013
Enduser certificate -
MSC Business College
01.2012 - 12.2012
Grade 12 -
Mida School
01.2011 - 12.2011
High Certificate in LAW - LAW
UNISA
04.2001 -
NOSA College SHE Representative