Tears Nkosi
Technical Officer- Help Desk Support
Pretoria
Summary
I'm a mature, trustworthy individual with a good character and personality. I am keen and willing to accept new challenges and also very responsible and capable of working independently. I work well under pressure and have a high stress tolerance.
Overview
20
20
years of professional experience
2002
2002
years of post-secondary education
Work History
Technical officer / Helpdesk support
TELKOM SA (OPENSERVE)
01.2009 - 05.2023
- First line support to internal and external customers
- Receiving and logging of all service outages or interruptions
- Troubleshoot calls logged on a call logging system on faults reported by clients
- Supply customers with general information regarding their Wireless, Fibre,PABX,ADSL and Metro Ethernet Services
- Follow up on the status of any logged and escalated outages
- Ensure customers are always given feedback in a timely manner
- Provide network support / service to Telkom wholesale clients
- Fault reporting / acceptance - receive, classify, test and diagnose faults
- Dispatching technicians to site
- Remotely monitoring faulty line progress
- Managing, maintaining and ensuring the accuracy of the monitoring systems
- Correlate trouble tickets to network failure or to planned work, and escalate as per the SLA and KPI requirements
- Testing of (Adsl, Metro Ethernet, Martis and Fibre) customer lines and advise ISP of possible corrective measures they can take in order to resolve their line problem
- Close all tickets that are resolved
Tech Officer (Contractor)
TELKOM SA
Centurion
01.2006 - 01.2009
- Attending and resolving customer queries
- Responsible for tasking orders as to clients application form and ensure data quality of ADSL clients information
- Follow up on orders tasked and ensuring the ADSL line is activated from the exchange
- Scheduling customer appointments and dispatching of technicians to the clients site
- Track and update orders on Websat/Servact
- Completing orders that are activated from the customers side
Administrative Assistant
VIRTUAL MED
Pretoria
01.2005 - 12.2006
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Credit Associate (Customer Service)
EDCON GROUP (EDGARS)
01.2003 - 01.2005
- Front desk teller
- New account opening
- Handling client disputes
- Inventory control
- Credit associate desk
Education
Matric -
Pretoria College
Personal Growth and Counselling - undefined
Lifeline Pretoria
Skills
- Computer Literacy
- Team work
- Problem solving
- Effective Communication
- Customer service
- Networking
- Troubleshooting
- Administrative support
- Technical help desk procedures
Accomplishments
- Fundamental Art of Communication
- Fundamentals of People Skills
- Fundamentals of Systems Thinking
- Customer Service
- Telkom Network: Introduction
- Next General Network Overview
- TELLABS 8100: Test Centre Operation
- X Factor 4 Growth Learning Path
Supervisorcontact
Openserve
Sagie Govender 081 317 3432
Virtual Med
Nomsa Matlala, 061 335 0199
EDCON
Jerry Kumba, 073 232 2986
Techniques
- Incident Management
- Tracking and Analytics
- Customer Feedback
Timeline
Technical officer / Helpdesk support
TELKOM SA (OPENSERVE)
01.2009 - 05.2023
Tech Officer (Contractor)
TELKOM SA
01.2006 - 01.2009
Administrative Assistant
VIRTUAL MED
01.2005 - 12.2006
Credit Associate (Customer Service)
EDCON GROUP (EDGARS)
01.2003 - 01.2005
Personal Growth and Counselling - undefined
Lifeline Pretoria
Matric -
Pretoria College
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