MR G.
Mid-Level IT Support Specialist
Open to offersNew to PlatformAbout
Gomolemo M. is a highly skilled professional with extensive expertise in the IT and telecommunications sectors. His career encompasses roles such as a Network Agent at Rain and CEC in Bryanston, where he demonstrated strong abilities in assisting customers with network-specific queries and troubleshooting complex network issues. He maintained high productivity and quality standards and contributed to process improvement initiatives. At Multichoice, he served as a Service Desk Analyst, adeptly responding to IT support queries and providing support for standard desktop applications. Additionally, in his role as a QA Consultant, he was instrumental in monitoring and evaluating customer interactions to enhance agent performance and service quality. His technical proficiency includes Salesforce, Amazon Connect, and expertise in using tools like Clarity and Excel. Gomolemo is committed to operational excellence and continuous improvement, leveraging his solid background in network support, quality assurance, and customer service.
Experience
Network Agent
Rain / CEC · 2020 — 2024Directly reported to the Head of Department while assisting customers with network-related questions through various communication channels. Engaged in troubleshooting network issues using multiple systems and maintained high productivity along with quality standards according to established guidelines. Actively contributed to initiatives aimed at process improvement and remained informed about process knowledge.Estate Agent
Keller Williams · 2019 — 2020Focused on achieving customer satisfaction by efficiently managing client relationships and expanding the listings portfolio. Notably increased client referrals and successfully closed deals for high-profile clients while achieving competitive asking prices.Service Desk Analyst
Multichoice · 2013 — 2015Handled incoming calls, emails, and service requests related to IT support. Logged incidents and service requests accurately within the ticketing system and diagnosed technical hardware and software issues. Addressed complex problems by escalating them as necessary and monitored open tickets to assure timely resolution. Provided user support for standard desktop applications and facilitated user onboarding and offboarding processes.QA Consultant
MultichoiceMonitored and assessed customer interactions to evaluate agent performance relative to quality standards. Utilized quality scorecards for scoring interactions and provided detailed feedback to improve communication and compliance. Compiled performance reports and participated in calibration sessions to maintain consistency in evaluation standards while collaborating with other teams to tackle performance challenges.
Skills & Expertise
Education
- Network EngineeringIT Academy, Randburg, Johannesburg
- Grade 12Brebner High School
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