Google Suite
Thabani Mpofu
IT Support Engineer
Auckland
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
1
1
Certification
1
1
Language
Work History
Service Desk Analyst
Barfoot & Thompson
12.2021 - Current
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Service Desk Analyst
Datacom New Zealand
08.2019 - 11.2021
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Customer Service Representative
Concentrix
12.2018 - 07.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Food Waiter
Albert Post
01.2018 - 11.2018
- Collaborated with kitchen staff to ensure accurate order preparation and timely delivery of dishes.
- Increased table turnover rate by promptly taking orders, serving food, and addressing any customer concerns.
- Enhanced customer satisfaction by providing timely and efficient food service with a friendly attitude.
- Handled customer complaints diplomatically by listening attentively to concerns and working towards a satisfactory resolution.
- Gained extensive knowledge of menu items, enabling informed recommendations based on guest preferences or dietary requirements.
- Efficiently managed reservation system, ensuring minimal wait times for walk-in guests while honoring reservations made in advance.
Kitchen Prep Cook
Ostro Brasserie & Bar
01.2018 - 07.2018
- Showcased creativity by suggesting innovative ideas for daily specials based on available ingredients.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
Education
Diploma - Systems Administration
Whitecliffe
Auckland, AUK 04.2001 -
No Degree - Electronic Engineering
National University of Science And Technology
Bulawayo, Zimbabwe 04.2001 -
Skills
Technical Support
Customer Service
Data Entry
Problem Resolution
Appointment Scheduling
Customer Relationship Management (CRM)
Software
MS Suite
Intercom
Service Now
Cherwell
Call Centre
Vaultre CRM
Agentbox CRM
Console Cloud
Active Directory
Certification
New Zealand Diploma in Systems Administration (Level 6)
Interests
Politics, Foreign Policy, Neo Colonialism and Spirituality
Hiking, Snorkelling
Mother Nature to me is simply so beautiful & often while hiking I find myself so saddened by the fact that there are so many people out there who will never experience such beauty.
I feel like while hiking Mother Nature has a way of changing up landscapes right when you’re about to get bored. When you reach the alpine zone of a Forrest it is simply so magical.
I also find that the deeper into the woods you go the more vibrant + alive everything around you becomes. The colors are just..wow. The trees+ plants all look so healthy.. & it is only something you can experience out there. You can never find that sort of vibrancy in cities or suburbs. It is a kind of beauty completely untouched by man.
whenever I get to the summit of a mountain & I look around, I’m always so filled with joy… like THISS. This is what God wanted his people to experience .. THIS.
It just breaks my heart that so many people in this world.. will never experience that moment bc they are too glued to their phones.
Timeline
Service Desk Analyst
Barfoot & Thompson
12.2021 - Current
Service Desk Analyst
Datacom New Zealand
08.2019 - 11.2021
New Zealand Diploma in Systems Administration (Level 6)
06-2019
Customer Service Representative
Concentrix
12.2018 - 07.2019
Food Waiter
Albert Post
01.2018 - 11.2018
Kitchen Prep Cook
Ostro Brasserie & Bar
01.2018 - 07.2018
Diploma - Systems Administration
Whitecliffe
04.2001 -
No Degree - Electronic Engineering
National University of Science And Technology
04.2001 -
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