Refilwe Khunoane

Act as a technical advisor for customers and internal stakeholders, providing guidance on service implementation, activation, and troubleshooting. Manage complex technical issues through investigation, root cause analysis, and resolution while maintaining a high level of customer satisfaction. Collaborate with engineering, operations, and product teams to resolve technical challenges and improve service delivery.

Tier 2 Technical support engineer at Ripple Fiber USA and Hyper Fiber USA (2023 – 2026)

• Act as a technical advisor for customers and internal stakeholders, providing guidance on service implementation, activation, and troubleshooting.
• Manage complex technical issues through investigation, root cause analysis, and resolution while maintaining a high level of customer satisfaction.
• Collaborate with engineering, operations, and product teams to resolve technical challenges and improve service delivery.
• Support customer onboarding, service activation, and integration-related processes across networking and cloud-based environments.
• Coordinate escalations and communicate technical solutions to both technical and non-technical stakeholders.
• Create and maintain technical documentation, troubleshooting procedures, and knowledge resources to improve operational efficiency.
• Drive process improvements that reduce resolution times and enhance the customer experience.

Technical support agent at Reflex Solutions (2023 – 2026)

• Provide technical support for both internal employees and external ISP customers, resolving hardware, software, network, and connectivity issues through phone, email, chat, remote support, and ticketing platforms.
• Support Microsoft 365 environments, including Outlook, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and related collaboration tools, ensuring employees maintain seamless access to business-critical systems.
• Perform user provisioning, account management, password resets, access control, onboarding, offboarding, and Multi-Factor Authentication (MFA) administration across Microsoft 365 and Active Directory environments.
• Support both Windows and macOS users by troubleshooting operating system issues, software installations, application access, device configurations, and endpoint-related incidents.
• Assist employees with email configuration, mailbox troubleshooting, Teams collaboration issues, SharePoint permissions, file-sharing concerns, and Microsoft 365 licensing management.
• Manage incidents, service requests, and escalations through Jira, Slack, and helpdesk platforms while maintaining SLA compliance and high customer satisfaction.
• Act as an escalation point for complex technical issues, collaborating with engineering, development, vendors, and cross-functional teams to drive timely resolution and service improvements.
• Monitor, troubleshoot, and support telecommunications and network infrastructure, including MPLS, GPON, routing, switching, fibre, and carrier services.
• Perform remote diagnostics and fault resolution using monitoring and management tools, ensuring maximum network availability and operational efficiency.
• Create and maintain technical documentation, knowledge base articles, troubleshooting guides, and standard operating procedures to support both employees and customers.
• Deliver user training and technical guidance to employees, improving adoption of Microsoft 365 tools and reducing recurring support requests.
• Contribute to process improvement initiatives, knowledge sharing, and technical training programs while supporting operational excellence in a fast-paced remote environment.

Territory Sales Manager at School basics (2025)

• Develop and maintain strong relationships with schools, districts, and educational institutions within the assigned territory.
• Actively prospect and secure new business opportunities through outreach, referrals, and territory networking.
• Present and promote a range of school apparel, classroom supplies, event essentials, and custom merchandise solutions.
• Prepare and deliver tailored sales proposals, quotes, and product recommendations based on client needs.
• Conduct regular follow-ups on quotes, orders, and client inquiries to ensure customer satisfaction and repeat business.
• Identify sales opportunities for special promotions, fundraising campaigns, and custom product offerings. Provide the management with sales reports on a weekly/monthly basis.
• Collaborate with internal teams, including marketing and production, to coordinate orders, artwork approvals, and delivery schedules.
• Maintain up-to-date records of client accounts, order history, and sales activities using CRM tools.
• Monitor competitor activities, market trends, and customer feedback to provide insight and recommendations for growth strategies.
• Meet and exceed monthly and quarterly sales targets, contributing to overall business development goals.

Technical support agent at Afrihost (2018 – 2021)

• Responded to customer inquiries and provided technical assistance via phone, email, and live chat.
• Diagnosed and resolved network connectivity issues, hardware problems, and software conflicts.
• Collaborated with the sales team to ensure seamless onboarding of new clients and resolve pre-sales technical queries.
• Conducted training sessions for customers to enhance their understanding of products and services.
• Maintained a high level of customer satisfaction through effective communication and problem resolution
• Close deal, ultimately developing growth in the company through increased sales and customer acquisition and retention

Technicial support certification – T-systems ICT academy

– Hoerskool voorttrekker