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.

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.

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

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