Zizo Sibozo

Experience

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  T-Systems

  Feb 2012 - Dec 2012

  Technical Support Intern

  • Installing windows XP and window7 operating systems.• Downloading software upgrades for different software packages that are running on the computers.• Running information backups and maintaining emails using outlook• Installing antivirus and updating antivirus software.• Fixing laptops and desktop computers• Connecting printers and troubleshooting printers• Hardware and Software Technician• Connecting networks using a switch and router.• Connecting wireless local area networks Show less

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  T-Systems

  Feb 2013 - Dec 2013

  Network Administrator

  • Establishing networking environment by designing system configuration, directing system installation, defining, documenting, and enforcing system standards.• Design and implement new solutions and improving resilience of the current environment.• Maximizing network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.• Support and administration of firewall environments in line with IT security policy.• Configuration of routing and switching equipment.• Configuration of hosted IP voice services.• Basic configuration of firewalls.• Remote support of on-site engineers and end users/customers during installation.• Remote troubleshooting and fault finding if issues occur upon initial installation.• Capacity management and audit of IP addressing and hosted devices within data centers.• Speaking with customers via email and phone for initial requirement capture. Show less

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  Ukuvuma Solutions

  May 2014 - Mar 2015

  Information Technology Help Desk

  • Providing clients with First line Support and first call resolution on queries.• Handling high volume of calls and providing technical support.• Logging and updating calls using the Internal Systems. • Managing the internal CRM systems, updating information and documenting all interaction with clients using the system. • Interacting with clients via live chat support using MS Lync. Attending to logged technical queries, assisting with advice and pointing the clients in the right direction to their needs.• Documenting the types of queries dealt with on a daily bases.• Follow-up on client inquiries that are not resolved immediately.• Support the company’s clients remotely, telephonically, through email/Lync and in person. • Provide a monitoring service and ensure that the clients experience is worry and hassle free. Show less

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  Webhelp SA

  Aug 2015 - Sept 2016

  • Answering Inbound Calls from South African Clients• Follow and provide feedback to customers through making outgoing calls and emails• Manage and Understand customers Billing Related Queries• Recording can capture customer information and details on all calls• Escalate and manage customer queries to secondary departments for further investigations• Enforce Electronic Communication Act of 2002 & Data Security Laws and Consumer• Protection Act on calls• Established Call Handling Procedures• Soft Sales Referral to our Sales & Retentions Teams• Promotions of Self-Service Options on Calls• Call customers back to provide them with feedback regarding their query Show less

  • Real Time Analyst

    Jun 2016 - Sept 2016

  • Customer Service Agent

    Aug 2015 - Jun 2016
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  Conduent

  Dec 2016 - Mar 2018

  Workforce Management Analyst

  • Contact point for customer service representative / customer advisor regarding WFM problems.• Communicating changes, such as approach, strategy, and schedules, along with the centralized WFM Real Time Adherence (RTA) and scheduling team.• Knowledge exchange on local WFM-related regulations and developments with centralized WFM RTA and planning team.• Report system problems, perform local coordination and actions of the centralized WFM RTA team, and participate in the GNOC (Global Network Operations Control) / IT Bridge (WFM General Failure SOP).• Operationalization and communication of the WFM RTA (Service Level Management) strategy and strategic changes in capacity allocation and schedule adjustments.• Communication and monitoring of efficiency metrics, d. H. Schedule adherence, processing time and utilization.• Contact person for team leaders and CSR for questions and answers.• Performs all other tasks as assigned. Show less

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  Blue Label Telecoms

  Sept 2018 - Jul 2022

  Technical Specialist

  • Provide first line support to field technicians and company’s stakeholders.• Troubleshoot and resolve technical issues experienced by customers.• Respond to emails and calls simultaneously in a timeous manner. Configuration of APN settings and troubleshooting network connection issues. Compile weekly reports that show issues experienced by clients and finding ways of simplifying procceses and ways of working.• Record and update customer information and details on all interactions and CRM.• Manage and Understand customers Billing Related Queries.• Identify customer needs and provide them with personalized solutions. • Neutralize challenging or escalated customer situations.• Show empathy for customers’ problems and resolve issues by taking appropriate action; research and resolve customer disputes and inquiries.• Use proactive listening skills and probing techniques to better understand the customers’ perspectives, behaviors, and motivations in order to provide suitable and personalized solutions and suggestions.• Balance quality and quantity; provide information accurately and professionally in a timely fashion, while being proficient at it in order to meet AHT and QA.• Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard. Show less

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  THINKTANK

  Aug 2022 - Mar 2024

  Cloud and Cybersecurity Trainee

  • Deploying, configuring and managing cloud services and resources using AWS, such as EC2, S3, Lambda, VPC, IAM, CloudFormation and more.• Implementing and enforcing security policies and best practices for cloud environments, such as encryption, firewall rules, access control, logging and monitoring.• Troubleshooting and resolving cloud-related issues and incidents using AWS tools and services, such as CloudWatch, CloudTrail, SNS, SQS and more.• Learning and applying the fundamentals of cybersecurity, such as threat modeling, risk assessment, vulnerability scanning, penetration testing, incident response and forensics.• Obtaining and maintaining industry-recognized certifications from Amazon Web Services and Fortinet NSE 1 to 4, demonstrating my knowledge andproficiency in cloud and cybersecurity domains Show less

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  Umdoko Internet

  Mar 2024 - Jul 2024

  Cloud Software Engineer

  Deployed and managed cloud services using AWS (EC2, S3, Lambda, VPC, IAM) Implemented advanced security policies for data encryption and access control Automated workflows to enhance operational efficiency and reduce manual interventions