Summary
Overview
Work History
Education
Skills
Personal Information
Websites
Timeline
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Yushri Allie

Technical Support Engineer
Cape Town

Summary

Experienced IT professional with over 9 years of experience in the field of IT managed services. I am a result oriented driven person with superior problem solving and critical thinking skills, as well as a meticulous attention to detail and skilled in tackling problems in unique ways to develop innovative solutions. I am hard working, dedicated, respectful, and trustworthy. My aim is giving my best possible work and reach my full potential. Personable and technically adept with strong foundation in troubleshooting and problem-solving. Possesses knowledge of computer systems and networks, coupled with proficiency in software diagnostics and hardware configuration. Able to deliver impactful solutions and enhance user satisfaction through efficient technical support. Skilled technical professional with experience in providing high-quality technical support. Adept at troubleshooting, problem-solving, and delivering effective solutions. Strong emphasis on team collaboration and adaptability to changing needs. Proficient in customer service, technical documentation, and system maintenance. Known for reliability and consistent achievement of results.

Overview

10
10
years of professional experience
6
6
years of post-secondary education

Work History

Technical Support Analyst

DigiCert
Cape Town
01.2024 - Current
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
  • Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements.
  • Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Deliver world-class customer service to resolve customer concerns and retain customers
  • Build successful long-term relationships with external clients to ensure customer loyalty Partner with technical support engineers to resolve issues reported by customers
  • Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
  • Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
  • Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
  • Gather accurate information and document customer issues in our CRM tool Remain up to date

Senior Service Desk Analyst

Key IT Digital (Acora)
Cape Town
03.2023 - 05.2023
  • Acting as a point of contact for technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
  • Managing incidents, requests and problems
  • Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
  • Ensure the highest level of trouble shooting is applied to every customer contact made using agreed scripts and processes
  • Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
  • Providing 1st and 2nd line remote support
  • Recording and maintaining the knowledge and known error database
  • Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
  • Following agreed processes and contributing to their continual improvement

NOC FTTX Technical Support

Nexio (Vodacom)
Cape Town
11.2020 - 01.2023
  • Diagnosed and troubleshoot FTTX Network
  • Provide critical incident response
  • Ensure deployment of field technicians and assist with troubleshooting on the Network
  • Liaise with third party NOC engineers and High-Level Support where necessary to seek support on network faults
  • Consistently meet deadlines and requirements for all production work orders
  • Manage, track and update open incidents with regional technicians and third parties
  • Drive and resolve any logistical concerns with regional technicians and third-party network
  • Continuous real-time monitoring of network applications, alarms and system failures
  • Liaise with NOC engineers and Support teams to resolve network faults and restore services
  • Event monitoring and dispatching of tasks to relevant teams
  • Service dashboard monitoring to detect outages or degradation of services
  • Manage, track and update open incidents with field technicians and/or third parties
  • Drive incidents to resolution
  • Use/Analyze current available reports to resolve network faults
  • Provide First Line Maintenance information and Root Cause Analysis

Technical Support Engineer

Nexio (Vodacom)
01.2015 - 11.2020
  • Diagnosed and troubleshoot computer problems
  • Provide critical incident response
  • Advocated for end-users to perform testing and problem analysis for desktop support
  • Ensured system and data availability and integrity through preventative maintenance and upgrades
  • Consistently meet deadlines and requirements for all production work orders
  • Provided continued maintenance and development of bug fixes and patch sets for applications
  • Provide documentation on start-up, shut down and first level troubleshooting of processes to help desk staff
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access
  • Analyze data trends on previous reported incidents, customer contacts, and network issues to identify potential issues
  • Active Directory Administrator and Exchange Administrator
  • Provide application support within agreed SLA
  • Continuous real-time monitoring of application and system failures
  • Mentored junior members of the team on best practices in issue resolution techniques.

Education

Higher National Certificate - System Development, Principles of Computer Programming, Computer Programming, Information Systems, Systems Analysis & Design, Networking, Electronics, Hardware and Software, Office Data Processing, Data Communication

College of Cape Town
Cape Town, Western Cape
01.2012 - 11.2014

High school diploma - English (HL), Afrikaans (AL), Life Science, Mathematics, Social Science, Technology

College of Cape Town
Cape Town, Western Cape
01.2012 - 11.2014

Skills

Active Directory

Microsoft Exchange Administration

Microsoft Teams Administration

Microsoft Office 365 and Cloud Services

Microsoft Identity Manager

Azure Administrator

Microsoft 365 Admin Center

Citrix Administration

ServiceNow

Remedy

Remote support

Software installation

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Personal Information

  • Date of Birth: 07/04/94
  • Nationality: South African
  • Driving License: Code B
  • Marital Status: Single

Timeline

Technical Support Analyst

DigiCert
01.2024 - Current

Senior Service Desk Analyst

Key IT Digital (Acora)
03.2023 - 05.2023

NOC FTTX Technical Support

Nexio (Vodacom)
11.2020 - 01.2023

Technical Support Engineer

Nexio (Vodacom)
01.2015 - 11.2020

Higher National Certificate - System Development, Principles of Computer Programming, Computer Programming, Information Systems, Systems Analysis & Design, Networking, Electronics, Hardware and Software, Office Data Processing, Data Communication

College of Cape Town
01.2012 - 11.2014

High school diploma - English (HL), Afrikaans (AL), Life Science, Mathematics, Social Science, Technology

College of Cape Town
01.2012 - 11.2014

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Yushri AllieTechnical Support Engineer