Vuyani David Biyana
Cape Town
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Tier 2 Technical Support Representative
MWEB
Cape Town
04.2008 - Current
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Analyzed code to assist support team in finding solutions and workarounds to problems.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Learnership
Quality Solutions in Partnership with MWEB
Cape Town
04.2007 - 03.2008
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Served customers and followed outlined steps of service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Food Service Team Member
KFC
Cape Town
05.2004 - 06.2006
- Sanitized tables, high chairs and drink fountain areas after customer use and periodically throughout day.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Prepared food orders to support waitstaff and other team members.
- Distributed food during busy peak periods to drive customer satisfaction.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
Education
Matric
ID Mkize Senior Secondary School
Cape Town2000
Skills
- Technical Support Services
- User Technical Support
- Delivering Technical Support
- Phone Technical Support
- Technical Support Background
- Email Technical Support
- Fibre setup
- Voip Setup
Certification
Cisco Academy
- Introduction to IoT
- Cybersecurity Essential, with Sisco Academy
- Introduction to Cybersecurity
- Network Basics
- Cybersecurity Pathway
Microsoft
- SC-900 Microsoft Security, Compliance and Identity Fundamentals
- Microsoft 365 Certified: Fundamentals
- DP- Microsoft Azure Data Fundamental 900:
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Azure AI Fundamentals
- Google IT Support Certificate
Amazon
- AWS Certified Cloud Practitioner
Alison
- CompTIA A+ 100- Part 2
- CompTIA A+ 100- Part 1
- Computer Network – Local Area Network and OSI Model
Timeline
Tier 2 Technical Support Representative
MWEB
04.2008 - Current
Learnership
Quality Solutions in Partnership with MWEB
04.2007 - 03.2008
Food Service Team Member
KFC
05.2004 - 06.2006
Matric
ID Mkize Senior Secondary School
References
MWEB
Mr. H Johannes
Team Manager
Mobile: 0837575498
Email: hjohannes@mweb.com
MWEB
Mr. N Salie
Team Manager
Mobile: 0828651100
Email: nsalie@mweb.com
Quality Solutions
Mrs. Audrey Knight
Facilitator
Mobile: 0837717603
Email: theknights@mwebbiz.co.za
References
MWEB
Mr. H Johannes
Team Manager
Mobile: 0837575498
Email: hjohannes@mweb.com
MWEB
Mr. N Salie
Team Manager
Mobile: 0828651100
Email: nsalie@mweb.com
Quality Solutions
Mrs. Audrey Knight
Facilitator
Mobile: 0837717603
Email: theknights@mwebbiz.co.za
Similar Profiles
Sandisiwe GaladaSandisiwe Galada
Customer Service Administrator at MwebCustomer Service Administrator at Mweb
Rowan RowanRowan Rowan
Call Center Agent at MWEBCall Center Agent at MWEB
Lizo LetselebeLizo Letselebe
Sales Agent Representative at MWEBSales Agent Representative at MWEB