Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TEMOGO MIKA

Randburg

Summary

Dynamic professional with extensive experience at MULTICHOICE, excelling in customer journey monitoring and network operations. Proven problem-solver skilled in optimizing service levels and enhancing customer satisfaction. Adept at coordinating resources and communicating effectively, leveraging strong organizational skills and technical expertise to drive continuous improvement and mitigate risks.

Overview

11
11
years of professional experience
7
7
Certifications

Work History

Customer Journey Monitor

MULTICHOICE
Randburg
07.2024 - Current
  • Monitor all aspects of the customer journey: identify issues Log incidents – resolution and escalations within Service Level Agreements.
  • •
  • Effectively allocate resources using Unified Command and Control - Administration , profile changes and optimizing of exceptions
  • •
  • Coordinate all unplanned exceptions that may arise within the agreed guidelines and based on resource availability
  • •
  • Suggest corrective actions to mitigate any observed risks
  • •
  • Provide real-time support on Business accepted communication mediums
  • •
  • Provide timeous feedback to stakeholders
  • •
  • Report on all incidents and problems impacting Service Levels by issuing daily, weekly and monthly reports
  • •
  • Formulate and communicate the plan for the day to all stakeholders
  • •
  • Effectively feedback any workforce optimization suggestions based on real time observations on the floor
  • •
  • Track agent adherence and service level performance
  • •
  • Coordinate and implement crisis and problem management processes and procedures for Customer Group
  • •
  • Monitor dashboards to proactively support Customer Care operations to enhance Customer Experience
  • •
  • Coordinate User access
  • •
  • Analyze available data points in real time to proactively identify customer needs and incidents
  • •
  • Proactively coordinate customer demand through the use of social media and IVR messaging

NOC ANALYST

MULTICHOICE
Randburg
04.2018 - 06.2024
  • Reduced network downtime by proactively monitoring and troubleshooting system issues.
  • Contributed to continuous improvement efforts within the NOC environment by identifying areas of opportunity and proposing innovative solutions.
  • Identified potential security threats through continuous monitoring of network traffic, mitigating risks in a timely manner.
  • Participated in on-call rotation schedules, maintaining availability during critical periods or high-impact incidents.
  • Maintained strong relationships with key stakeholders across departments to foster collaboration on network initiatives.
  • Improved incident response times by streamlining the communication process within the team.
  • Increased customer satisfaction by providing prompt technical support for reported incidents and service requests.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, PRTG, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.
  • Supported infrastructure upgrades by assisting project teams with implementation plans and execution steps.

DIGITAL SERVICE TECHNICIAN

JCDECAUX
Bryanston
04.2017 - 11.2017
  • Inspected equipment to diagnose operational issues.
  • Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
  • Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Established strong relationships with vendors, facilitating the procurement of high-quality parts at competitive prices.

DESKTOP ENGINEER

TESUCO TELECOMMUNICATION
Kempton Park
06.2016 - 03.2017
  • Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
  • Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
  • Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
  • Set up and updated equipment for customer use in line with company standards and procedures.
  • Configured VoIP phones according to company standards.
  • Served as a liaison between the IT department and end-users, effectively communicating complex technical concepts in understandable terms.
  • Enhanced system performance by optimizing desktop configurations and implementing software updates.
  • Collaborated with IT team to design, implement, and maintain secure network infrastructure for optimal desktop performance.

DESKTOP SUPPORT TECHNICIAN

PCS GROUP
Park Town
04.2015 - 05.2016
  • Purchased, setup and installed new computers.
  • Streamlined ticket resolution process, leading to faster problem-solving for end-users.
  • Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
  • Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure.
  • Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
  • Contributed to selection and implementation of endpoint protection tools, reducing risk of malware infections.
  • Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.

DESKTOP TECHNICIAN INTERN

ALEXANDER FORBES
Sandton
10.2014 - 03.2015
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.

Education

BTEC HND in Information Technology -

CTI
Pretoria
06.2010 - 06.2010

Skills

Verbal and written communication

Coordination and teamwork

Problem-solving abilities

Microsoft office

Teamwork

Problem-solving aptitude

Decision-making

Organizational skills

Certification

MS 900 -MICROSOFT 365 FUNDAMENTALS

Timeline

Customer Journey Monitor

MULTICHOICE
07.2024 - Current

NOC ANALYST

MULTICHOICE
04.2018 - 06.2024

DIGITAL SERVICE TECHNICIAN

JCDECAUX
04.2017 - 11.2017

DESKTOP ENGINEER

TESUCO TELECOMMUNICATION
06.2016 - 03.2017

DESKTOP SUPPORT TECHNICIAN

PCS GROUP
04.2015 - 05.2016

DESKTOP TECHNICIAN INTERN

ALEXANDER FORBES
10.2014 - 03.2015

BTEC HND in Information Technology -

CTI
06.2010 - 06.2010

Similar Profiles

CREATE PROFILE
TEMOGO MIKA