Thabang Moloi

Fault Diagnosis: Troubleshooting connection drops, slow speeds, and optical signal loss using remote management tools and line testing.

Ticket Management: Logging, prioritizing, and updating client queries via ticketing systems within agreed Service Level Agreements (SLAs).

Customer Communication: Providing first-line and second-line support via phone, email, and chat with clear instructions and professional etiquette.

FTTH Level 1 Technical Support Engineer at Vox (2024-09 – Present)

• Fault Diagnosis: Troubleshooting connection drops, slow speeds, and optical signal loss using remote management tools and line testing.
• Ticket Management: Logging, prioritizing, and updating client queries via ticketing systems within agreed Service Level Agreements (SLAs).
• Customer Communication: Providing first-line and second-line support via phone, email, and chat with clear instructions and professional etiquette.
• Router & ONT Configuration: Helping clients configure home routers, Wi-Fi settings, and Optical Network Terminals (ONT).
• Field Escalations: Dispatching and coordinating with field technicians or infrastructure partners when on-site repairs, cable splicing, or line replacements.

Registry Clerk at Department of Public Service and Administration (2022-09 – 2024-05)

• Maintained and updated registry records with high accuracy and attention to detail.
• Processed and filed official documents, ensuring compliance with organisational protocols.
• Coordinated communication between departments to facilitate efficient registry operations.
• Monitored and ensured the confidentiality and security of sensitive registry information.
• Assisted in the preparation and distribution of statutory reports and documents.
• Managed retrieval and dispatch of documents within required timeframes to support operational needs.

Administrator (Receptionist) at Mediclinic (2021-03 – 2022-09)

• Managed front desk operations, providing a professional and welcoming environment for patients and visitors.
• Coordinated appointment scheduling and efficiently handled incoming calls and enquiries to support smooth hospital operations.
• Maintained accurate patient records and ensured confidentiality in line with healthcare regulations.
• Assisted in the preparation and organisation of patient documentation and hospital administrative tasks.
• Handled financial transactions including billing and processing of payments, ensuring accuracy and compliance.
• Maintained and organised patient admission and discharge procedures, ensuring compliance with hospital policies.

Software Quality Assurance Analyst at Dynamic Visual Technologies (2016-09 – 2018-11)

• Developed and executed comprehensive test plans and test cases to ensure software functionality meets client requirements and specifications.
• Collaborated closely with software development teams to identify, document, and track defects using bug tracking tools, ensuring timely resolution.
• Conducted root cause analysis of recurring software issues and implemented corrective actions to improve system reliability and performance.
• Generated detailed quality assurance reports and documentation to communicate testing progress and results to stakeholders.

NQF Level 6 in Database Development – CTU Training Solutions (2016-02 – 2016-11)

NQF Level 5 in Systems Development (MCSD) – CTU Training Solutions (2013-02 – 2013-11)