Sharon Mashimbyi
Support Consultant
Ivory Park
Summary
Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within an IT role. Works well independently or in a group setting. Skilled in providing customer and end-user help desk support. Excellent communication and presentation capabilities.
Professional with solid expertise ready for this consulting role. Skilled in problem-solving, client communication, and technical support. Known for strong collaboration, adaptability, and delivering results. Adept at navigating complex issues to provide effective solutions. Dependable team player with focus on continuous improvement and customer satisfaction.
Overview
10
10
years of professional experience
2037
2037
years of post-secondary education
5
5
Languages
Work History
Support Consultant
Isometrix RSA
06.2023 - Current
- Managing support tickets via internal system
- Ticket classification
- Replication of issues
- Customer fixes and liaison
- Monitoring Support Dashboard and escalating issues as they arise
- Process and system improvement in conjunction with Support Service Manager and Account Managers
- Mobile application support
- Functioning as first point of contact for customer call logging
- Logging and updating of all calls
- Responding to customer queries via email or telephone
- Following up with customers to ensure full resolution of issues
- Provides user support and customer service on company applications and platforms
Support Coordinator
Isometrix RSA
03.2022 - 06.2023
- Provide administrative duties to the Support Coordinator
- Logging of support calls via internal system
- Call classification
- Maintaining and keeping up to date the support calls through customer and IsoMetrix support systems
- Monitoring Support Dashboard and escalating issues as they arise
- Process and system improvement in conjunction with Team Lead, Customer Services Manager and Customer Success Managers
- Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
Help desk Intern
Leading Edge Solutions
08.2019 - 09.2020
- Management of all tickets within the prescribed SLA and customer satisfaction
- Ability to troubleshoot, diagnose and resolve technical problems (over the phone and via email)
- Correctly logging incidents and faults, categorizing them in line with team processes, and proactively keeping the customers informed of the progress
- Ensuring all faults are correctly escalated to internal and external teams where required
- Respond and manage platform tickets and notifications immediately
- Telephonic first line support to users
- Management of email inbox
- Logging of calls on the helpdesk management call logging system
- Follow up on issues logged until resolved on a daily basis
- Making sure priority issues are resolved quickly
- Providing reports of calls logged and resolved on a daily and weekly basis
- Implemented solutions to recurring problems, reducing help desk ticket volume over time.
- Resolved software and hardware issues for improved system performance and user experience.
- Increased first-call resolution rate by consistently following established procedures and guidelines.
HTML Intern Developer
NetFlorist
09.2017 - 08.2018
- Develop Email Campaigns using HTML5 and CSS3
- Convert JPG/Photoshop designs into HTML template by slicing images and coding the template
- Manages the sending of emails using Everlytics email Campaign System
- Monitor NetFlorist Website
- Update and Upload Website's Navigation, Email Banners, Product banners and site banners
- Develop and update Existing Email templates
- Microsoft SQL server management
Web Development Intern
Sci-Bono Discovery Centre
03.2015 - 01.2016
- Developing and managing the content of websites
- Designing and developing webpage layout using HTML5, CSS3, PHP, JavaScript and MySQL database
- Know HTML, CSS, JavaScript, PHP, and other relevant web design coding languages and test applications for websites
- Collaborate and present design specs
- Work with graphics and other designers
- Troubleshoot website problems
- Maintain and update websites
- Monitor website traffic
- Stay up-to-date on technology
- Enhanced user experience by developing responsive website layouts and implementing cross-browser compatibility.
- Collaborated with the design team to create visually appealing websites, ensuring a consistent and cohesive brand image.
Education
Bachelor of Science - Advanced Diploma Computer Science
Tshwane University of Technology
Soshanguve, South Africa 04.2001 - 01.2015
Bachelor of Science - Technical Applications
Tshwane University of Technology
Soshanguve, South Africa 04.2001 - 01.2015
High School -
Shigamani Secondary School
Malamulele12-2009
Skills
HTML
undefinedTimeline
Support Consultant
Isometrix RSA
06.2023 - Current
Support Coordinator
Isometrix RSA
03.2022 - 06.2023
Help desk Intern
Leading Edge Solutions
08.2019 - 09.2020
HTML Intern Developer
NetFlorist
09.2017 - 08.2018
Web Development Intern
Sci-Bono Discovery Centre
03.2015 - 01.2016
Bachelor of Science - Advanced Diploma Computer Science
Tshwane University of Technology
04.2001 - 01.2015
Bachelor of Science - Technical Applications
Tshwane University of Technology
04.2001 - 01.2015
High School -
Shigamani Secondary School
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