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 Africa01.2019
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