Shaheed Martin
End User Support Team Leader
Cape Town
Summary
I see myself as a people manager who guides and supports my employees in achieving their goals and fosters a positive work environment. I am responsible for overseeing the progress of a team, resolving conflicts, and ensuring that employees feel valued and motivated in their roles. I am the mental health first aider, providing employees with support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
End User Support Team Leader
Computa Center
07.2020 - Current
- Achieved consistently high customer feedback scores through diligent follow-ups on case resolutions.
- Analyzed support data to identify trends and recommend proactive measures for addressing recurring issues.
- Championed process improvements that led to significant time savings without compromising service quality.
- Reduced staff turnover by implementing employee engagement initiatives and recognizing outstanding performance.
- Bulk Recruitment Drive Monthly
- Mental Health First Aider
- Assist with New Projects
- Mentor New team leaders
- Attend or participate in a disciplinary hearing
- Yearly increase reviews
- Conduct customer meetings
End User Support Lead Analyst
Computa Center
03.2019 - 07.2020
Senior Service Desk Analyst
Computa Center
08.2017 - 03.2019
Junior Service Desk Analyst
Computa Center
03.2016 - 08.2017
IT Technician
Bytes Managed Solutions
02.2012 - 02.2016
Education
Management Course
Computacenter
Cape Town 12.2019
National Certificate in Information Technology:
Bytes People Solutions
Cape Town, South Africa11.2011
Skills
Customer Relationship Management
Helpdesk operations
Activity Planning
Incoming Call Management
Customer Needs Assessment
Customer Service
Delivery Management
Project Coordination
Continuous Improvement
Teamwork and Collaboration
Analytical Thinking
Decision-Making
Certification
Mental Health Aider
Timeline
Mental Health Aider
01-2024
End User Support Team Leader
Computa Center
07.2020 - Current
End User Support Lead Analyst
Computa Center
03.2019 - 07.2020
Senior Service Desk Analyst
Computa Center
08.2017 - 03.2019
Junior Service Desk Analyst
Computa Center
03.2016 - 08.2017
IT Technician
Bytes Managed Solutions
02.2012 - 02.2016
Management Course
Computacenter
National Certificate in Information Technology:
Bytes People Solutions
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