Pumla Maphumulo

IT support professional with 9+ years of experience serving as the first point of contact for technical issues, resolving hardware, software, network, and connectivity problems, and documenting cases clearly in ticketing systems. Diploma in Information Technology (NQF Level 6) covering networking, programming, and database systems. Currently providing remote Level 1 helpdesk support for a UK broadband provider, diagnosing issues, escalating complex cases with clear notes, and keeping clients informed throughout resolution.

Strong typing and communication skills, fluent in English, with a track record of fast, accurate uptake of new systems and a calm, professional manner in challenging customer interactions. Available immediately.

IT Helpdesk Agent - Trooli

(2026-06)

• Handle incoming IT support requests from UK-based clients by phone, email, and chat, troubleshooting hardware, software, and connectivity/login issues as first point of contact.
• Log and manage support tickets clearly, providing timely status updates to keep clients informed throughout resolution.
• Escalate complex, multi-system issues to senior technicians with clear, detailed notes to support fast follow-up.
• Set up accounts, devices, and system access for new starters as part of onboarding support.

Appointment Setter - Forefront Dermatology

(2025-12 - 2026-06)

• Adopted a new clinical scheduling system within the first week with zero booking errors during transition, demonstrating fast, accurate uptake of unfamiliar software.
• Provided first-point-of-contact remote support across multiple clinicians while maintaining accurate digital records.

Technical Support Specialist - Frontier Communications

(2025-04 - 2025-11)

• Troubleshot hardware, software, and connectivity/login issues for residential customers by phone and remote channels, achieving consistent first-call resolution on standard technical issues.
• Logged and tracked support cases clearly, keeping customers informed throughout resolution and reporting recurring issues to the team.
• Wrote plain-language troubleshooting documentation for recurring issues, reducing average handling time for the broader support team.
• Escalated complex, multi-system issues to engineering teams with detailed fault summaries, accelerating resolution timelines.

Customer Service Representative - Edgars

(2016-05 - 2025-03)

• Acted as primary point of contact for account enquiries and escalated complaints over a 9-year tenure, resolving issues through active listening and client-focused, solution-oriented communication.
• Trained and mentored junior staff on customer handling procedures, escalation protocols, and POS system operation, including new-starter onboarding.
• Championed POS system enhancements at branch level that improved checkout efficiency, showing initiative in driving technical process improvements.

Diploma - Information Technology - Richfield Graduate Institute of Technology (2016)

National Senior Certificate - Matric - Umalusi (2010)