About
Highly committed and people-centered IT Support Specialist with over six years of hands-on experience in telecom and enterprise environments. Expertly bridges the gap between technology and user needs, leveraging strong communication and calm under pressure to deliver effective, reliable solutions. Drives high-performing support operations by prioritizing system reliability, empathetic user guidance, and continuous alignment with evolving technologies.
Work
Beirut, Lebanon
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Contract
Summary
Led technical support operations for MTN SA, ensuring high system availability and efficient resolution of complex issues within stringent SLA agreements.
Highlights
Provided critical technical support to MTN SA, proactively managing daily system health checks and troubleshooting complex issues to ensure optimal performance and stability of telecom systems.
Diagnosed and resolved intricate hardware, software, and network-related issues, consistently maintaining high service availability and minimizing operational disruptions.
Managed a high volume of customer requests, meticulously documenting, tracking, and resolving issues to consistently meet or exceed stringent SLA agreements.
Leveraged SQL queries for advanced troubleshooting and generated insightful customer reports, enhancing data-driven problem identification and resolution.
Collaborated cross-functionally to escalate and resolve complex technical challenges, while also developing and delivering comprehensive system training for Apliman products to improve user proficiency.
Johannesburg, Gauteng, South Africa
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Summary
Programmed and managed clinical database systems, ensuring data integrity and supporting analytical needs for internal and external clients.
Highlights
Programmed, tested, and documented clinical databases using Base SAS, ensuring strict adherence to programming standards and validation procedures for high data quality.
Coordinated the end-to-end lifecycle of clinical database systems, from design and development to implementation and user support, ensuring analytical integrity.
Executed complex database manipulation and data transfers for internal and external clients, facilitating seamless data exchange and reporting.
Collaborated effectively with project teams to organize timelines and deliverables, consistently meeting project objectives and specifications for clinical data management.
Bloemfontein, Free State, South Africa
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Summary
Managed online product merchandising and e-commerce operations, optimizing product visibility and sales performance through data analysis and cross-functional collaboration.
Highlights
Managed the full lifecycle of online stock items, including uploading, updating, and deletion, ensuring accurate product availability and presentation on the e-commerce platform.
Optimized product visibility and sales by monitoring performance, ensuring accurate categorization, and managing all website content (images, descriptions, pricing).
Analyzed website traffic and sales metrics to identify key trends and opportunities, informing merchandising strategies and contributing to revenue growth.
Coordinated cross-functionally with warehouse, inventory, marketing, and sales teams to align online content and stock levels with strategic goals and promotional campaigns.
Ensured 100% compliance of all product listings with company standards through routine audits, maintaining accuracy, branding consistency, and an optimal user experience.
South Africa, South Africa
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Summary
Provided essential administrative and technical support, ensuring smooth daily operations and efficient document management.
Highlights
Provided comprehensive administrative and technical support to the manager, enhancing daily operational efficiency.
Streamlined document management by systematically retrieving, organizing, and managing scanned client files and office records.
Delivered essential technical support to staff, resolving issues related to printer setup and email configurations to ensure seamless workflow.
Contributed to enhanced office efficiency by implementing basic technical solutions and optimizing file organization.
South Africa, South Africa
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Summary
Delivered front-line technical support to customers, resolving common computer issues and enhancing digital literacy.
Highlights
Assisted customers in diagnosing and resolving everyday computer issues, including slow performance and basic errors, ensuring rapid resolution.
Configured and troubleshoot email accounts across diverse platforms and guided clients in managing social media accounts, enhancing digital connectivity.
Provided comprehensive support for document-related services, including printing, faxing, and emailing, ensuring seamless communication for clients.
Translated complex technical concepts into clear, user-friendly explanations for non-technical users, significantly improving their computer literacy and confidence.
Maintained a consistently high level of customer service, resolving queries quickly and efficiently to ensure client satisfaction.
Education
Languages
Sesotho
Conversational
English
Proficient
Certificates
Skills
Technical Support
System Troubleshooting, Hardware Diagnostics, Software Diagnostics, Network Troubleshooting, Customer Support, SLA Management, Service Availability, System Health Checks, Telecom Systems (SIM, Billing, Voice Systems, IVR, VM), Operating Systems (Windows, Linux).
Database Management & Programming
SQL, Base SAS, Database Design, Database Development, Database Implementation, Database Maintenance, Data Manipulation, Data Transfer, Clinical Systems.
Cloud Computing
Azure Data Fundamentals, Azure AI Fundamentals, Oracle Cloud Infrastructure (OCI), Cloud Operations, Cloud Architecture, Cloud Development.
IT Infrastructure
Server Infrastructure (Windows Server 2012), MCSE, IT Fundamentals.
Data Analysis & Reporting
Data Analysis, Reporting, Microsoft Power BI, Website Traffic Analysis, Sales Metrics.
Integration Tools
REST, SOAP, Postman.
Project Management & Methodologies
Project Management, Agile Methodologies, Timeline Management, Deliverable Coordination.
E-commerce Operations
Product Merchandising, Online Store Management, Inventory Coordination, Website Content Management, Promotional Campaigns, Compliance Auditing.
Soft Skills
Client Service, Communication, Problem-Solving, Detail-Oriented, Innovative Thinking, Leadership, Remote Work, Cross-functional Collaboration, Training & Mentoring.