Thabo Matsemela Moloi

• Remote support for all Avaya system Avaya system daily Morning checks for Innovations Group, Presence system Health checks for Bank of Windhoek. Maintenance on Avaya system for Innovations Group Create user access for users on the system Daily faults logged by Innovation Group. Ensure all system passwords are in place Ensure customer’s site file is in order. Calls logged updating and resolving Maintenance on Avaya system for DHL, Create user access for on the system Daily faults logged by DHL Create Avaya agent logins and stations for agents. Create user pin codes Add user stations, agents and pin codes on the TMS system Calls logged updating and resolving Raising change control for customers, when there are changes to be done on the system.

• Worked on the following systems Avaya Aura Systems Manager (versions 7, and 8)
• Avaya Aura Session Manager (versions 7, and 8)
• Avaya Aura Communication Manager (versions 7, and 8)
• Avaya One-X Attendant Avaya One-X Agent Softphone
• Avaya One-X Agent, Hardphone, Avaya One-X Communicator Softphone

• Worked on the following systems Presence Dialler Opengate System OpenSip Phone Presence Recorder

Worked on the following systems:

• Avaya Aura Systems Manager (versions 7, and 8)
• Avaya Aura Session Manager (versions 7, and 8)
• Avaya Aura Communication Manager (versions 7, and 8)
• Avaya Aura Media Servers
• Avaya Media Gateways
• Avaya Breeze
• Avaya One-X Attendant, Avaya One-X Agent Softphone and Avaya One-X Communicator Softphone

• Resolving incidents and service requests for Call Centre on Remedy system Management of AVAYA system for the entire Call Centre Daily problem resolution and First line support Installation of new phones Configuring of new users on the system Telephone extension moves Facility Changes for call centres Telecommunications system support; Management of the Voice Mail Database Management of Voice Loggers Resolution of all problems logged with the telephone Helpdesk within the SLA
• Telephone support within the Groups offices Enabling system backups

• Remotely supporting all FNB branches (with the Avaya PBX system) Fault resolving Adding and Removing extensions Changes that needs to be done on the system Faults resolving on the service desk system Liaise with 3rd party external suppliers and vendors

• Taking calls from customers Responding to customers emails Faults Reporting using the following systems: Service desk Advanced Field Solutions (AFS) Netsuite Making follow ups with engineers on faults reported Customer Surveys Closing calls resolved by engineers

• Assisting customers with Products and Price tagging products sold in store

• Arranging payment with the customers
• Conclusion of payments Trace customers information