Ncedisa Combo

Experience

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  Bytes Technology Group Mozambique, Ltd

  Aug 2005 - Feb 2006

  IT Support Technician

  Created User Accounts.Managed passwords for End-Users.Hardware installation and configuration.Software installation and configuration.Managed User Accounts.Managed Group and Computer Accounts.Administered Group Policy for Corporate Policy.Managed Software with Group Policy

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  City of Cape Town

  Mar 2006 - Mar 2007

  Support Technician

  First Line Helpdesk support.Logging and resolving of tickets.Fault Progress and Follow up.Hardware installation and configuration.Network configuration, small LAN’s setup.Supporting the smart cape project, (libraries and clinics)Monitoring the Network using Nagios MRTG.

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  Telkom

  Mar 2007 - Dec 2015

  Provide technical / desktop support to internal and external broadband, end-users and customers of Telkom’s data Network services including internet service providers / E-businessAssisting clients with internet orders telephonically and via emailTroubleshooting technical queries telephonically and via emailAttending to billing queries via email and telephonicallyEnsuring timeous resolutions regarding queries within SLA service levels Relieve 1st level support when necessaryLogging calls systematicallyEscalate to 3rd level support if necessary Assigning priority of callsResponsible for the follow up & closure of calls Ensuring satisfactory turnaround times regarding queriesMonitor links, connections and hardware, Beta and acceptance testing, network outages update, reports fault to internal divisions and suppliers, monitor systems for illegal access, report suspected Network outages to NNOC Products: ISP services, broadband services ADSL, WCDMA (FLLA and 3G), WiMAX, VSAT, VPN Lite, ISP platforms, SAIX platforms, e-commerce services and broadband services. Show less Attend client meetings and assist with determination of project requirements.Build relationships with relevant stakeholders.Ensure clients’ needs are met in a timely and cost effective manner.Effectively and accurately communicate relevant project information to the project team.Communicate ideas for improving company processes with a positive and constructive attitude.Keep the Project Manager and others informed about project status and issues that may impact client relations.Drive implementation of solutions.Monitor and measure success. Show less Managed escalations from teams on the floor.Handled the most complex customer complaints and inquiries.Monitored queue and tracked inbound calls, keeping teams aware of inbound calls, waiting calls and abandonment rate.Kept track of attendance, daily statistics, paid time off, sick time, etc.Identified, planned and executed training sessions for the teams.Trained internal and external clients on escalation procedures.Monitored random calls to improve quality, minimize errors and track operative performance.Listened to live and recorded telephone calls for quality assurance.Took part in design of call monitoring formats and quality standards.Report on performance and productivity to respective line managers Show less

  • Tier 2 Support

    Jul 2008 - Dec 2015

  • Project Coordinator

    Dec 2012 - Mar 2014

  • Support Team Lead

    Jul 2010 - Dec 2012

  • Ops Specialist

    Mar 2007 - Jun 2010
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  Vodacom

  Feb 2017 - Sept 2017

  Technical Support SME
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  BCX

  Oct 2017 - now

  Project Manager

  Responsible for the implementation of Access & Data services, SDWAN.Plan and oversee the execution of telecommunication projects from initiation to closure, ensuring they are completed on time, within budget, and to the satisfaction of stakeholders.Develop and maintain detailed project plans, including tasks, timelines, resource allocation, and risk management strategies.Coordinate with cross-functional teams, including network engineering, operations, sales, and vendors to ensure project deliverables are completed.Manage project budgets, financial forecasts, and actuals to ensure accurate tracking and reporting of project expenses and revenue.Identify and manage project risks and issues, developing mitigation and contingency plans as necessary.Build and maintain positive relationships with internal and external stakeholders, including customers, vendors, and partners. Show less