Yurone Bachoolall
IT Analyst
Durban
Summary
Experienced IT Support professional with five years in the field, currently serving as a Senior Support Desk Analyst. Recently completed A+ & N+ qualifications have further enhanced technical skills and knowledge. Expertise in troubleshooting complex technical issues, providing excellent customer service, and ensuring smooth IT operations. Dedicated to delivering efficient solutions and contributing to team success.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
I.T Helpdesk
Outworx
10.2023 - Current
- Helpdesk Support: Provide responsive helpdesk support to end-users, resolving technical issues promptly.
- Utilize and maintain helpdesk tracking software to log and manage customer queries.
- Monitor the Service Desk for assigned tickets and prioritize them based on urgency.
- Escalate complex issues to IT management for timely resolution.
- Assign users and computers to proper groups in Active Directory.
- Perform hardware and software upgrades on workstations as required.
- Ensure all computers comply with company-established parameters.
- Set up new user accounts, profiles, and address password-related issues.
- Assign Licencing to new users.
- Provide user training when necessary.
- Undertake IT projects as instructed by IT management.
- Perform additional responsibilities as requested by IT management.
- Onsite, Offsite User Support.
Financial Advisor
Sanlam
03.2022 - 10.2023
- Sourcing, Selling, giving advice & servicing clients within the long- & short-term insurance industry.
- Being able to manage my own time efficiently and timeously.
- Having excellent command of the English language & being always professional in my character.
- Sourcing & contacting clients to set up meetings, either within an office environment or in client's homes or business premises.
- In-depth reviews of clients' financial circumstances, current provision, and future aims.
- Analyzing information and preparing plans best suited to individual client's requirements.
- Completing a full risk analysis for every client.
- Researching the marketplace and providing clients with information on new and existing products and services.
- Designing financial strategies Assisting clients to make informed decisions.
- Reviewing and responding to clients changing needs and financial circumstances.
- Promoting and selling financial products to meet given or negotiated sales targets.
- Providing relevant and appropriate financial advice, Gaining complete understanding of the customer's personal and financial circumstances and their goals or dreams for the future.
- Developing strong interpersonal and communications skills to build solid relationships which are fundamentally important.
I.T Helpdesk
Bamboo Beat Media
03.2020 - 01.2023
- Helpdesk Support: Provide responsive helpdesk support to end-users, resolving technical issues promptly.
- Utilize and maintain helpdesk tracking software to log and manage customer queries.
- Monitor the Service Desk for assigned tickets and prioritize them based on urgency.
- Escalate complex issues to IT management for timely resolution.
- Assign users and computers to proper groups in Active Directory.
- Perform hardware and software upgrades on workstations as required.
- Ensure all computers comply with company-established parameters.
- Set up new user accounts, profiles, and address password-related issues.
- Assign Licencing to new users.
- Provide user training when necessary.
- Undertake IT projects as instructed by IT management.
- Perform additional responsibilities as requested by IT management.
- Onsite, Offsite User Support.
- Monitoring & Managing 600+ Stores.
- Responsibilities include providing technical support including acknowledgement, diagnosis, troubleshoot and resolve entry level and advanced issues assigned to the support department.
- Adhere to company policies & defined operating procedures.
- Updating of relevant ticketing systems to record customer interactions, technical steps taken, comments & complaints.
- Develop and manage effective professional working relationships with all regional managers & store managers.
- Respond after-hours to emergency/urgent requests as needed.
- Respond, resolve, or escalate all service requests and incidents following established procedures and SLA agreement.
- Monitor stores & confirm online status using software such as Isenzo, TeamViewer, Yodeck, BrightSign, SureMdM, 42 Gears & Asana.
- Logging and progressing service desk support tickets (Incidents, Service requests & changes) through FRESHDESK.
- Calling the store & liaising with the Manager to Troubleshoot and resolve hardware & software related incidents based on Microsoft systems.
- Confirming store information E.g. Store Address, Store email address, Store Number, Managers name.
- Sending Email correspondence to the store letting them know the issue has been resolved.
- If the issue was not resolved via the basic troubleshooting steps inform the manager that a technician will be dispatched & confirm a suitable time.
- Send email correspondence that a technician will be dispatched to the site as per contracted SLA.
- Liaise with 2nd tier support on the reason for a technician visit and Information required from the site.
- Merge completed job cards with the ticket created for the store.
- Capture all information received on the Job cards E.g. T.V serial numbers, Wi-Fi router information, Sim card information.
- Produce detailed information reports weekly too all customers.
- Updating and maintaining store names and asset information via ASANA.
- Managing company business WhatsApp line and responding to all queries from customers.
Education
Matric - undefined
Grove - End Secondary School
01.2012 - 04.2014
Microsoft Office Advanced Course - undefined
KZN Computer Training Centre
03.2015 - 05.2015
NQF level 3 - Contact centre & BPO support
People Solutions
A+ & N+ - IT
Careers IT
Durban03.2025
Skills
A & N Qualified
IT Support Professional
BPO support
Communication skills
Leadership Skills
Helpdesk support
Active Directory
Hardware upgrades
Software troubleshooting
Ticket management
User training
Technical documentation
Project management
Client relationship management
Incident escalation
Teamwork and collaboration
MS office
Personal Information
Date of Birth: 03/12/97
Certification
A+
Timeline
A+
03-2025
N+
03-2025
I.T Helpdesk
Outworx
10.2023 - Current
Financial Advisor
Sanlam
03.2022 - 10.2023
I.T Helpdesk
Bamboo Beat Media
03.2020 - 01.2023
Microsoft Office Advanced Course - undefined
KZN Computer Training Centre
03.2015 - 05.2015
Matric - undefined
Grove - End Secondary School
01.2012 - 04.2014
NQF level 3 - Contact centre & BPO support
People Solutions
A+ & N+ - IT
Careers IT