Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Vusimuzi Nxumalo

I C T S U P P O R T T E C H N I C I A N , C U S T O M E R S E R V I C E A S S O C I A T E , V I R T U A L A S S I S T A N T
Maitland

Summary

Customer Service Specialist and ICT Support Technician with over 4 years of experience in customer support, IT troubleshooting, and technical advisory roles. Skilled in resolving complex issues, coordinating maintenance and installations, and delivering exceptional customer experiences across telecommunications, IT, and e-commerce industries. Strong communicator with proven ability to manage escalations, improve customer satisfaction, and implement effective technical solutions.

Overview

6
6
years of professional experience

Work History

Technical Advisor

2nd Line Technical Advisor
10.2024 - Current
  • .Investigate and resolve escalated technical issues requiring advanced troubleshooting.
  • Communicate with customers, providing clear updates and solutions in non-technical language.
  • Document resolutions, identify recurring problems, and escalate to higher-level teams when needed.
  • Enhanced system performance by conducting thorough technical assessments and providing expert recommendations.

Event Organizer

Miss Joz, Johannesburg
01.2020 - Current
  • Planned and executed events, increasing business growth by 14% through customer engagement and marketing.
  • Oversaw logistics, vendor management, and event execution to enhance brand awareness.
  • Increased event attendance by strategically marketing and promoting events through various channels.
  • Successfully managed a team of volunteers to provide exceptional support during events, fostering a positive work environment and efficient task completion.

Amazon CSA

Amazon CSA
10.2022 - 01.2024
  • Delivered customer support across multiple channels, resolving issues related to orders, payments, and returns.
  • Issued return labels and QR codes, simplifying the return process for customers.
  • Processed exchanges for defective items, ensuring prompt replacements and maintaining customer satisfaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

Junior IT Technician

Moshate Communications, Brayton
01.2020 - 12.2021
  • Managed user accounts, shared mailboxes, and security permissions.
  • Troubleshot and resolved common printer issues, minimizing downtime.
  • Administered ESET antivirus licensing and renewals for end-user devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.

Billing Agent

Merchants SA, Johannesburg
01.2022 - 04.2022
  • Offered cost-saving packages tailored to customer needs, improving retention.
  • Dispatched technicians for installations and troubleshooting, ensuring timely service delivery.
  • Upsold additional services while managing support tickets and coordinating repairs.
  • Bolstered customer retention rates by addressing and resolving billing inquiries in a timely and professional manner.

Education

Bachelor of Arts - Marketing Management

University of South Africa
04.2001 -

Associate of Arts - Virtual Assistance

ALX Africa
01.2022

Higher National Diploma - IT Network Security

The GISA
Johannesburg, South Africa
01.2019

Associate of Arts - Information And Computer Systems

Gijima Technology People
Johannesburg, South Africa
04.2001 -

High School Diploma - undefined

Kgomotso High School
01.2016

Skills

  • Customer support
  • Technical support triage
  • Risk management
  • Tech-Savvy
  • Hardware maintenance
  • Cross-functional communication
  • Data modeling skills
  • Best practice implementation
  • IT troubleshooting
  • Operational documentation editing

References

  • Danny, Nokwane,

     0797843374, Moshate Communications

  • Kiran, Naidoo,

     0727432853, Merchants SA

  • Aisha Mwomba

     0794760051, Concentrix

Timeline

Technical Advisor

2nd Line Technical Advisor
10.2024 - Current

Amazon CSA

Amazon CSA
10.2022 - 01.2024

Billing Agent

Merchants SA, Johannesburg
01.2022 - 04.2022

Event Organizer

Miss Joz, Johannesburg
01.2020 - Current

Junior IT Technician

Moshate Communications, Brayton
01.2020 - 12.2021

Bachelor of Arts - Marketing Management

University of South Africa
04.2001 -

Associate of Arts - Information And Computer Systems

Gijima Technology People
04.2001 -

High School Diploma - undefined

Kgomotso High School

Associate of Arts - Virtual Assistance

ALX Africa

Higher National Diploma - IT Network Security

The GISA
Vusimuzi NxumaloI C T S U P P O R T T E C H N I C I A N , C U S T O M E R S E R V I C E A S S O C I A T E , V I R T U A L A S S I S T A N T