Andile Moyo

Experience

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  Self employed

  May 2017 - Nov 2017

  Network Technician
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  Telco Zimbabwe

  Jun 2018 - Feb 2020

  Network Engineer

  Champions the upgrade of new and existing telecom equipment, hardware, and softwarePerforms assessment aimed at resolving technical issues with respect to computer, server, network, and voice in a timely mannerMaintains data, voice, and video network hardware and systemsConducts research aimed at isolating, analyzing and resolving errorEvaluates and updates older networks as required in accordance with specified plansProvides escalated Tier-2 and Tier-3 technical support on voice, data, or video networksResponds to technical questions; recommends and Implements approved course of actionGet network applications installed on network servers or voice equipmentPerforms data or voice network configurations and configuration changes of various voice or data equipment to enhance performanceInstalls version control and backups for all voice networking equipmentMonitors systems for required capacity planning and performance adjustments as necessary and acts upon findingsMonitors the company’s landscape for potential network or server vulnerabilitiesEnsures the company operates at a supported level of code for all voice equipmentDocuments recovery for semiannual testing of network disaster recovery of the telecom environment at offsite facilitySets up new international locations and integrates them into core systemSets up backup and recovery of all network and phone equipmentProactively monitors network performance, phone line reliability, and connectivity to all remote sites for daily operationsProactively inspects all hardware and ensures that all identified hardware issues are addressed immediatelyDevelops phone and network administration standardsResponsible for documenting and distributing operational standardsAccountable for all voice and data wiring and cabling for the entire network, including remote sites, communications closets, and data centerResponsible for purchasing, bill payment, tracking, and reporting for voice and data network providers. Show less

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  ZOL Zimbabwe

  Feb 2020 - Nov 2021

  Technical Support Engineer

  Actively listen to customers to understand their issues or concernsInterview clients to gather information useful in providing recommendations and solutions to a technical problemInstall, configure, and troubleshoot computer systems, servers, and network issuesProvide daily technical support services for information technology establishmentsReceive customer calls to provide step-by-step guidelines for the resolution of a technical issueDocument and track customer issues using a ticketing system to ensure quick resolutionMaintain the security and integrity of company database by setting access controlsExplain highly technical details to customers using simple understandable termsParticipate in development of information technology and infrastructure projectsEnsure compliance with service agreements to evade legal issuesGuide and direct the activities of less experienced tech support personnelMaintain an up-to-date knowledge of company products and servicesStay abreast with technological developments and trendsEducate customers on the features of company products/services to minimize technical challengesFollow-up on customers to ensure their issues are completely resolvedProduce periodic reports of technical support operations to company management. Show less

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  Liquid Intelligent Technologies

  Nov 2021 - now

  Customer Service Team Lead

  Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfactionCreate better modes of operations to make customer service easier for both team members and customersMake provision for a change of mode of operation when the existing one isn’t yielding maximum resultsGive detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposesObserve performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wantingProvide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coachingEnsure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactionsStep in to attend to customers that are proving difficult to team members and resolve their complaintsDelegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of laborCreate and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standardsServe as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work. Show less