redPanda Software

-Provide client support via email, chat, or remote access to resolve software-related issues and answer queries.
-Investigate and diagnose software issues, identifying root causes and implementing effective solutions.
-Maintain comprehensive and accurate records of client interactions, support requests, and issue resolutions.
-Develop a deep understanding of our software products and stay up-to-date with updates and features.
-Conduct product training sessions for clients to ensure effective software usage.
-Collaborate with development and quality assurance teams to resolve complex technical issues.
-Regularly report on support performance, client satisfaction, and support request trends.
-Stay current with industry best practices and emerging technologies to enhance support services.

Software Support Analyst

Computacenter South Africa

2nd Line Analyst

Construct

•	Validate and clarify the issue described in tickets
•	Ensure what the user is describing is “real” and not a misunderstanding or user errors
•	Answer all how-to questions
•	Fix all end-user issues that are resolvable through the learning Management System User Interface (UI)
•	For simple bugs, reproduce and document reproduction steps before escalating
•	Identify which tickets are better suited to a Level 2 Analyst and escalate accordingly
•	Maintain both high efficiency and high quality of work

L2 Software Support Analyst 

Experian

•	Administer Mimecast
•	Service Level Agreement
•	Requisitions for Quotes, Purchase orders and handling IT infrastructure Budgets
•	Creating Users on Active Directory / Microsoft Exchange
•	Creating Mailboxes on Microsoft Exchange
•	Supporting RDS web / Users with connection to company environment
•	Software Asset Management
•	Assisting with the LAN Refresh Projects / WAN
•	Asset Management
•	Log Changes with the business and facilitate
•	Front end management of all Cisco APN’s and granting WI-Fi access to users

IT Network Support

PMI Connect (Pty)Ltd

•	Windows operating system troubleshooting
•	Asset Management (Hardware)
•	User setup on new machines (Manual imaging or Windows Deployment)
•	Printing Setup
•	Hardware repairs / replacements
•	Adhering to the Service Level Agreement
•	SAPGUI Installations / Setup of the company in house training
•	Responding to incidents and service requests (ITSM)
•	Repairing or swapping of Hardware components on Computers
•	Hardware and software troubleshooting plus repairs
•	Assisting users that are working remotely

Desktop Support Technician

I am a self-motivated, goal orientated, driven and an individual who believes in lifting and empowering others, through the knowledge i have acquired, and experiences gained overtime.
I am always prepared to put my knowledge and abilities to deliver the best results in everything that i do, while gaining immeasurable experience and skills to advance in his career pursuit.

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