Mpho Moroentse

I consider myself to be a motivated and ambitious individual with a proactive and optimistic mindset. I possess strong analytical skills and am highly driven to excel in any role I am assigned. My current aspiration is to advance within the IT Industry.

Data Capture - Norton Lambiranos Attorneys

(2009-08 - 2013-02)

Senior Help Desk Technician - Techora Pty Ltd

(2013-03 - 2026-02)

• Diagnose and resolve technical issues related to hardware, software, and network systems.
• Perform troubleshooting steps to identify the root cause of problems and implement effective solutions.
• Provide remote support to users via phone, email, or remote desktop tools
• Assist users with software installations, configurations, and usage.
• Provide basic training and guidance on IT systems and applications to end-users.
• Ensure that systems and software are up to date with the latest patches and updates.
• Perform regular system maintenance tasks to prevent issues and ensure optimal performance.
• Assist in data backup and recovery operations.
• Assist users with network connectivity issues, including wired and wireless connections.
• Configure and troubleshoot network issues
• Work collaboratively with other IT team members to resolve complex issues.
• Participate in IT projects, such as system upgrades and deployments.
• Communicate with vendors for support and warranty services.
• Monitor IT systems for performance issues and outages.
• Generate and maintain reports on help desk activities, ticket resolution times, and common issues.
• Analyze trends in support requests to identify recurring issues and areas for improvement.

Dialer Administrator - Techora Pty Ltd

(2013-03 - 2026-02)

During my current years at Techora for client Norton Lambrianos

• Set up and configure dialer systems according to the needs of the call center.
• Ensure the dialer system is running smoothly and perform regular maintenance and updates.
• Integrate the dialer system with other software and systems used by the call center
• Create and configure calling campaigns, including setting up dialing rules, call scripts, and schedules.
• Monitor campaign performance in real-time to ensure targets are being met.
• Adjust dialing strategies based on performance data to optimize campaign outcomes.
• Work with dialer system vendors for support, upgrades, and issue resolution.
• Evaluate and recommend new dialer technologies and vendors as needed.
• Collaborate with other departments, such as IT, operations, and quality assurance, to ensure seamless operations.
• Gather feedback from call center agents and managers to improve dialer system performance and usability.
• Document dialer configurations, procedures, and best practices.
• Keep documentation up to date with system changes and new processes
• Provide technical support for dialer issues, including troubleshooting and resolving system problems.
• Train call center staff on the use of the dialer system and best practices for campaign management.

Dialer Administrator - Smit Jones & Pratt Incorporated

(2026-03)

• Set up and configure dialer systems according to the needs of the call center.
• Ensure the dialer system is running smoothly and perform regular maintenance and updates.
• Integrate the dialer system with other software and systems used by the call center
• Create and configure calling campaigns, including setting up dialing rules, call scripts, and schedules.
• Monitor campaign performance in real-time to ensure targets are being met.
• Adjust dialing strategies based on performance data to optimize campaign outcomes.
• Work with dialer system vendors for support, upgrades, and issue resolution.
• Evaluate and recommend new dialer technologies and vendors as needed.
• Collaborate with other departments, such as IT, operations, and quality assurance, to ensure seamless operations.
• Gather feedback from call center agents and managers to improve dialer system performance and usability.
• Document dialer configurations, procedures, and best practices.
• Keep documentation up to date with system changes and new processes
• Provide technical support for dialer issues, including troubleshooting and resolving system problems.
• Train call center staff on the use of the dialer system and best practices for campaign management.

Matric - Residensia Secondary School (2013)

End User Computing - Xtensive ICT Academy (2007)