Dct Clan Dct

Oversees the full support function for the organisation's educational technology platform. Manages a support team and coordinates ticket resolution. Monitors service performance to ensure a high-quality user experience.

SUPPORT LEAD at REFLECTIVE LEARNING (2024-06 – Present)

• Oversees the full support function for the organisation's educational technology platform.
• Manages a support team and coordinates ticket resolution.
• Monitors service performance to ensure a high-quality user experience.
• Supports schools, teachers, learners, and internal stakeholders.
• Analyses support trends and identifies areas for improvement.
• Develops and maintains support documentation.
• Collaborates with product and development teams to resolve system issues.
• Drives service excellence and continuous improvement.

SOFTWARE SUPPORT ANALYST at REDPANDA SOFTWARE (2023-06 – 2024-06)

• Troubleshot software issues and delivered technical support.
• Created SQL scripts for troubleshooting and reporting.
• Maintained and updated internal databases.
• Collaborated with developers to resolve complex issues.

HELPDESK TECHNICIAN at REDPANDA SOFTWARE (2023-01 – 2023-06)

• Provided first-line IT support.
• Diagnosed hardware, software, and network issues.
• Installed and configured computer systems and peripherals.

IT TECHNICIAN at WEBHELP SA (2022-02 – 2022-11)

• Installed and configured desktops, laptops, and servers.
• Supported Windows, Linux, and macOS environments.
• Performed hardware upgrades and network troubleshooting.

CUSTOMER SERVICE ADVISOR at CAPITA (2017 – 2021)

• Managed escalations and supported team members.
• Trained and assisted new recruits on systems and processes.

Information Technology – Systems Development – RedAcademy (2022 – 2023)

Information Technology – Computer Networking – College of Cape Town/Cisco Academy (2021 – 2021)