Mabona Boqo

Experience

• 

  Dinersclub SA

  Apr 2006 - Apr 2007

  Credit Administrator

  Recover money outstanding on clients accounts, Impound misused credit cards, Negotiate re-payments, Effective electronic diary management

• 

  Telesure Group Services

  May 2007 - Apr 2008

  Advanced Recoveries Administrator

  Ensure internal SLA’s are metEnsure SQA rating is at an acceptable standardProvide appropriate and timeous solutions Remain up to date with changes to knock-4-knock AgreementsBuild effective working relationships with insurance Companies, service providers and attorney firms

• 

  SABC

  Apr 2010 - May 2012

  Call Center Agent

  Account Enquiries,Account Updates, Product Information, Billing Enquiries, Call LoggingAdministration, Provide service via phone, email and fax

• 

  Vodacom

  Sept 2014 - Mar 2015

  Cisco Network Engineer

  1st Line Support Troubleshooting BGP, MPLSManage Core LinksManage customer LinksManage CPE devices

• 

  Three6five Network Technologies (Pty) Ltd

  Apr 2015 - May 2015

  Systems Engineer

  Configuring devices in according to clients requestGoing to clients site and installing clients device (cabling and racking included) Installation of client’s server Troubleshooting / maintaining clients NetworksSetting IP Sec Tunnels to clients firewallSetting Policies on clients FirewallVerbal and Written client communication

• 

  Echo Service Provider (Echo)

  Aug 2016 - Apr 2020

  • Tier 2 Network Team Leader

    Oct 2018 - Apr 2020

  • 2ns tier supprt engineer

    Apr 2018 - Sept 2018

  • 1st tier support engineer

    Aug 2016 - Apr 2018
• 

  TENDAI ICT

  Apr 2020 - Mar 2024

  Senior Network Engineer
• 

  Echo Service Provider (Echo)

  Apr 2024 - now

  Operations – Support Service Desk Manager

  Managing the performance of Level 1 and Level 2 services & support team of 20 support engineers (Network (NOC), Security (SOC), Cloud), to clients and ensure service levels are achieved ensuring that customer expectations are met or exceededResponsible for ensuring the engineering team meets and exceeds expectations in regards to performance, meets defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirementsAccountable for the efficient and comprehensive resolution of incidents, problems, events and requestsResponsible for hiring of new staff, complete performance appraisals, and ensure engineers meet KPIsHandling major support escalations and outagesReport to the Operations Manager, and collaborate with the Chief Technology Officer and Managing DirectorEnsure business growth and deliver exceptional service to clients Show less