Zolisa Klaas

I regard myself as a highly motivated individual with exceptional multi-
tasking capabilities. I can work in a target driven and busy service support
environment. I am a hard-worker with excellent attendance and punctuality record who can
work equally well alone and as part of a team. I can communicate effectively with people
from diverse backgrounds and would be an asset to an employment where previous and
current skills could be used in advantage of meeting the business targets or given tasks.
I am keen to find a challenging position within an ambitious employer where I will be
able to grow my work experience & develop my abilities.

● Working with users to identify computer problems and advising on the
solution logging tickets and keeping records of user’s queries
● Installing and configuring computer systems, diagnosing hardware and software
faults and solving technical problems, either over the phone, or face to face.
● Analyzing call logs so I can spot common trends and underlying problems
● Updating self-help documents so users can try to fix problems themselves
● Working with field engineers to visit users if the problem is more serious
● Testing and fixing faulty equipment

● Making sure if the issue reported by the system user is not resolved
At 1 st contact, the adequate information needed by the senior support/developers
Is provided timeously
● Logging and closing calls within an SLA that was agreed on with the client
● Attending to all priority matters and get manager or supervisor involved always
● Update each log with a root cause detail for future referencing
● Investigating reason for errors/bugs and solves/escalate them for clients
● Contacting or following up on the client to ensure whether they are happy
With the service provided to the query they had

CompTIA A+

SAQA ID: 78964 | Further Education
and Training Certificate: Information
Technology: Technical Support

Microsoft MCSD

SAQA ID: 48872 | National Certificate:
Information Technology: Systems Development