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Erin Wallace

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About Erin Wallace:

My name is Erin Wallace, and I am a junior IT technician, I acquired my qualifications through CTU Training Solution Roodepoort. I am seeking an junior position with the potential to grow in the IT industry. I have 2 years experience working in IT support and 2 years of studying in the same field. I am a fast learner and willing to relocate for work.

Experience

1. CASTIGROUP (06/2021 - Current)

  • Diligently resolved service requests within SLA targets.
  • Logged all actions via the ticketing system.
  • Assisted in resolving alerts.
  • Performed pro-active maintenance tasks.
  • Managed service ticket lifecycle and proactively escalated issues.
  • Ensured service tickets were fully updated.
  • Maintained client communication and system integrity.
  • Processed time entries and followed policies and processes.
  • Reported service outages, mistakes, and client dissatisfaction.
  • Provided technical support, including on-site support and hardware/software installation.
  • Analyzed and tracked problems to resolution.
  • Conducted technical talks with clients.
  • Participated in testing/trialing new systems, hardware, or software.
  • Performed data maintenance and documentation setup.
  • Attended training and ensured unparalleled customer service.

2. VRDPO TECHNICAL SUPPORT (03/2020 – 02/2021)

  • Conducted CRMP analysis.
  • Reviewed and branded documentation.
  • Utilized various software tools (PowerPoint, Excel, Word, MindManager, Publisher).

3. Tiffindell Ski Resort Receptionist (06/2018 – 09/2018)

  • Checked in/out guests and addressed their needs.
  • Managed lift passes and indemnity forms.
  • Informed guests about resort department schedules.
  • Handled queries and switchboard operations.

4. The Dance Palace Frontline Receptionist (12/2016 – 03/2018)

  • Managed switchboard and conveyed accurate messages.
  • Booked appointments with dance instructors.
  • Welcomed and maintained a clean reception area.
  • Followed up on outstanding fees and resolved client queries.

Education

Tertiary Education Year 2 (Feb 2021 – Aug 2022)

  • Program: Cloud Solutions Administrator
  • Covered Modules:
    • Fiber Optics
    • AZ-900 (Microsoft Azure Fundamentals)
    • Windows Server 70-740
    • Windows Server 70-741
    • Windows Server 70-7412

Tertiary Education Year 1 (Feb 2020 – Nov 2020)

  • Program: Technical Support
  • Covered Modules:
    • CompTIA A+
    • MD-100 (Windows 10)
    • MD-101 (Managing Modern Desktops)
    • CompTIA N+ (Network+)

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