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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