Theodora Matseke
Pretoria
Summary
Proactive IT Technical Support Specialist with nearly a decate expertise in resolving technical issues, reproducing software bugs, and implementing cybersecurity measures. Adept at managing MDM systems, troubleshooting hardware and software, and providing exceptional customer support. Skilled in maintaining high customer satisfaction through effective communication and solution-oriented strategies.
Overview
7
7
years of professional experience
Work History
IT Technical Support Specialist
Growrk
08.2023 - Current
- Delivered end-user support for software, hardware, and network-related issues, achieving timely and effective resolutions
- Reproduced and diagnosed customer-reported issues to identify root causes and support resolution
- Managed Mobile Device Management (MDM) tools to secure devices and data effectively
- Supported beginner-level cybersecurity measures, including risk identification and user education
- Collaborated with internal teams to provide process improvement recommendations based on customer feedback
Customer Service Representative
Man With A Wrench
12.2022 - Current
- Company Overview: Canada
- Resolved technical and customer service inquiries via phone and email with high accuracy and efficiency
- Organized and scheduled appointments for field personnel, ensuring seamless operations
- Offered actionable feedback to management to enhance customer satisfaction and optimize processes
- Canada
Technical Support Specialist
Amazon
09.2020 - 12.2022
- Diagnosed and resolved issues for Alexa-enabled and Google Home-compatible devices
- Consistently achieved high customer satisfaction scores and exceeded performance metrics
- Monitored technological advancements to provide recommendations for system updates and upgrades
- Partnered with management to address recurring customer challenges and improve service quality
Real Estate Sales Agent
Halbe Properties Real Estate
01.2018 - 09.2020
- Designed and executed marketing strategies to promote real estate listings
- Maintained ethical and professional standards in client and colleague interactions
- Prepared and managed transaction documents with accuracy and timeliness
Education
Bachelor of Education -
University of Pretoria
National Diploma - Information Systems
Boston College
01.2025
Skills
- IT Support and Troubleshooting
- Mobile Device Management (MDM)
- Beginner-level Cybersecurity
- SaaS and B2B Operations
- Zendesk
- Trello
- Microsoft Office
- AWS
- Critical Thinking
- Solution-Oriented Approach
- Effective Communication
- Attention to Detail
- Multitasking
Timeline
IT Technical Support Specialist
Growrk
08.2023 - Current
Customer Service Representative
Man With A Wrench
12.2022 - Current
Technical Support Specialist
Amazon
09.2020 - 12.2022
Real Estate Sales Agent
Halbe Properties Real Estate
01.2018 - 09.2020
Bachelor of Education -
University of Pretoria
National Diploma - Information Systems
Boston College
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