Victor Mhlaba
Technical Support Engineer | Customer Representative | Helpdesk Technician | Cybersecurity
About
Detail-oriented Technical Support Engineer and Customer Service Specialist with strong experience in troubleshooting, system support, network configuration, and client communication. Skilled in resolving hardware/software issues, managing tickets, maintaining customer satisfaction, and supporting business technology environments. Brings 4+ years combined experience across IT Support, Customer Service, and Insurance Call Centre environment.
Holds
CompTIA Security+ and Microsoft SC-900, with ongoing training in CompTIA A+. Adept at handling high call volumes, translating technical problems into simple language, and delivering fast and accurate solutions. Known for professionalism, problem-solving, and a strong ability to adapt, learn quickly, and improve service delivery.
Experience
IT Support Technician - NDEMBA TECHNOLOGIES CC - Johannesburg
(2022-12 - 2024-10)
- Provided remote and on-site technical support to users, resolving hardware, software, and network issues.
- Troubleshot Windows OS, printers, connectivity, system updates, and application errors, reducing downtime and improving workflow.
- Logged and managed support tickets, ensuring SLA compliance and timely follow-ups.
- Installed, configured, and maintained desktops, laptops, and network devices.
- Performed preventive maintenance, updates, and asset management to keep systems secure and fully functional.
- Communicated technical issues clearly to non-technical users, improving resolution speed and customer satisfaction.
- Collaborated with IT teams to optimize support processes and identify recurring issues.
Customer Representative – Discovery Insure (Insurance) - Shared Value - Johannesburg
(2021-03 - 2022-11)
- Delivered high-quality customer support for Discovery Insure at Shared Value department.
- Made outbound sales and service calls, including cold-calling qualified leads.
- Used Microsoft Dynamics 365 CRM to record interactions, track leads, and manage customer data.
- Resolved complex customer concerns with empathy and professionalism.
- Adapted quickly to insurance product updates, compliance rules, and new system changes.
- Ensured strict adherence to confidentiality, POPIA standards, and data protection guidelines.
Customer Service Representative – Telecommunications - iTalk International - Johannesburg
(2018-02 - 2020-04)
- Provided customer support for telecom products, account inquiries, and service activations.
- Managed large volumes of inbound and outbound calls for acquisition, upselling, and retention campaigns.
- Maintained accurate documentation using Zoho CRM, meeting key performance targets (KPIs).
- Collaborated with technical teams and QA to resolve escalations and improve service processes.
- Assisted in implementing telephony system updates, CRM integrations, and recording systems.
Education
IT System Support - IT System Support - Uconomy (2024)
IT Technical Support - IT Technical Support - Uconomy (2021-11 - 2022-11)
Matric - Grade 12 - Reasoma Secondary School (2010-01 - 2014-07)
