Jun 2024 – Aug 2025 · 1 yr 2 mos · City of Cape Town, Western Cape, South Africa · On-site

• Identify architecture specific opportunities to focus on annually (tech changes, campaigns)
• Develop messaging for customer and lead information sessions
• Lead and organize meetings to answer specific technical questions and become trusted advisors
• Carry out proof of concept and demos
• Build customer technology roadmap aligned with target customer outcomes
• Lead discussion on expansion opportunities when deep technical expertise is required.

Apr 2022 – May 2024 · 2 yrs 1 mo · Johannesburg Metropolitan Area · Hybrid

• Ensuring that correct procedures are followed for all equipment handed in for testing.
• Isolating problems with faulty equipment.
• Compiling Lab Tests Reports for all equipment tested.
• Updating all spreadsheets as may be required from time to time.
• Loading all working tested equipment with latest firmware and configuring the same with default IP addresses and in factory default configuration
• Ensure vendor specific RMA process are being followed.
• Effectively communicating with vendors/repair agents to be informed of where specific equipment is in the RMA process and be able to report on this at any given point.
• Keeping all test equipment and test area in serviceable and neat condition
• Ensure Comsol H&S is always adhered to.
• Ensure technical abilities are always to company standards
• Accepts orders via Comsol’s work-flow management system.
• Converts customer and/or pre-sales requirement to telecommunication provisioned circuits.
• Allocates IP and VLAN scheme for the circuits to be provisioned.
• Configures radio equipment.
• Configures routers and switches.
• Updates all relevant data bases and monitoring systems.
• Provides tier-2 fault escalations.

Dec 2021 – Apr 2022 · 4 mos · Cape Town, Western Cape, South Africa

• System analysis and Testing
• Evaluate Call and Ticket quality
• Create quality measurements to track improvement in services.
• Developing quality assurance standards and company processes.
• Adhering to industry quality standards.
• Ensuring services meet customer expectations and demand.
• Creating reports documenting errors and issues for fixing.
• Working closely with the relevant stakeholders to improve existing service

Jan 2021 – Nov 2021 · 10 mos · Cape Town, Western Cape, South Africa

• Allocating daily tasks to the team
• Perform special projects
• Handing escalations
• Creating processes for the department

Jan 2020 – Nov 2021 · 1 yr 10 mos · Cape Town, Western Cape, South Africa

• Provision data circuits and premise gear for new services on the network, coordinating with field service teams during installs.
• Assign IP addresses for customer use, premise gear management, and maintain the IP database.
• Troubleshooting network issues, determining the best repair approach with the least amount of interruption to the network.
• Providing status updates to managers and applicable parties, keeping them informed of order progress.
• Acting as a technical point of contact for sales engineers and implementation team, performing demonstrations of equipment as necessary.
• Perform special projects and other duties as assigned.
• Configuration of Calix and Ubitiqui ONT devices
• MikroTik devices configuration and troubleshooting

Mar 2020 – Dec 2020 · 9 mos · Johannesburg Metropolitan Area

• Fibre support (Fixing offline Fibre network, Logging Faults to Fibre providers, Troubleshooting Fibre, making sure that all fibre projects are complete)
• Troubleshooting DSL
• Fibre and Mobile Broadband Services,
• Voice Services,
• Web Hosting (CPanel)
• Fixed Line Services (Installations, Faults, etc).
• Responding promptly to customer inquiries.
• Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Feb 2014 – Jun 2018 · 4 yrs 4 mos · Randburg

• Manage all client disputes and queries
• Advise team managers regarding team operational requirements
• Upgrade client accounts
• Activating and on-going management of overdraft facilities for prospective clients
• Manage daily transaction limits and advise clients of the risks thereof
• Managing debit order transactions
• Transfer funds between accounts
• Provide account related information to clients
• General banking queries
• Inbound Product Sales
• Practical training of new staff joining the team