Introduction
TECHNICAL SUPPORT ENGINEER
As a customer engagement specialist, I leverage my expertise to design, develop, and implement innovative strategies and tools that enhance customer interaction and satisfaction across multiple channels such as email, phone, and chat. My passion for creating exceptional customer experiences drives me to constantly seek out new and effective technical support solutions, which not only streamline workflows but also make my work enjoyable.
About Me
Biography
As a Technical Support Technician, I excel at finding creative solutions to complex problems. With over a decade of experience in the technology industry, I have honed my skills to deliver efficient and reliable results while collaborating seamlessly with a diverse team. Throughout my career, I have cultivated a high level of expertise in resolving issues, managing projects, and completing tasks promptly. I understand that success in this field is built on a foundation of proficiency, and I consistently strive to improve my skills to stay ahead of the curve. I am passionate about sharing my knowledge with my colleagues and devising new ways to help the team develop their skill sets. I am committed to finding ways to streamline the support process and mitigate escalations that can lead to delays for our customers. My customer-centric mindset ensures that I am always striving to provide the best possible service and exceed expectations.
| Name | Siduduzo Nyawo |
|---|---|
| Address | Cape Town, Western Cape, South Africa |
| Send me one. | |
| Siduduzo.Nyawo | Skype | live:siduduzo_1 |
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DigiCert, Inc
(December) 2019 - (April) 2023Technical Support Engineer
As a skilled professional, I possess a broad range of expertise in managing Directory Service (Database), APIs, Azure PowerShell, cloud, AD, and Key Vault Integration, Automation - ACME, SAML SSO, AWS SSM agent on EC2 Instances, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and Networking protocols. Additionally, I have extensive experience in managing support tickets via email, phone, and chat.
My expertise also includes the installation of Certificates, windows server, firewalls, Linux, Apache, Tom Cat, Cisco AS500, AWS loader balancers, and an introduction to Support Desk platforms and workflows, including ServiceNow, JIRA, and many more.
In my previous roles, I remained fully aware of the availability of all aspects of the SSL certificate products to meet our customer's needs promptly. Additionally, I have extensive experience in managing support tickets, email, phone, and chat. I have received inbound customer emails/calls and placed outbound follow-up emails/calls during scheduled hours, always providing an excellent customer experience.
My dedication to delivering excellent customer service has enabled me to resolve customer concerns and retain customers effectively. I have consistently achieved productivity-related targets, including support tickets processed, average response time, the average time to close, etc.
Furthermore, I actively contribute to Web self-help by using Knowledge-Centered Support (KCS) principles, which has resulted in high levels of customer satisfaction.
I am confident that my skills and experience make me an ideal candidate for any position that requires a strong focus on managing support tickets, email, phone, and chat while delivering excellent customer service. -
Mustek Limited
(July) 2018 - (November) 2019IT Technician (Repairs & Assembly)
Repair/Test PCs, Printers, notebooks, servers, tablets, UPSs, Monitors ensuring they are functional to the client’s satisfaction. Providing 1st/2nd line support to clients. Follow up with clients on repair quotes done by me. Assembly PCs, notebooks, servers, tablets as per client’s order/invoice.
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Toki Technologies
(October) 2014 - (June) 2018Field Service Engineer
Diagnosis of desktop, printers, application, networking, and infrastructure issues. Provide customer support, either by telephone or at the front desk. Maintain work rate at above 90% of SLA. Report customer feedback and potential product requests. Purchase all IT Equipment. Record technical issues and solutions in logs.
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MLK Architectural Services
(January) 2011 - (March) 2014IT Helpdesk Technician & Systems Administrator
Providing full stack support to Architectural Technologists in the office, work from home users and all of their devices and applications. Microsoft Windows & Office technologies (Desktop, Server, Cloud). Address user tickets regarding hardware, software, and networking. Guide users with simple, step-by-step instructions. Customize desktop applications to meet user needs. Record technical issues and solutions in logs. Help create technical documentation and manuals.
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AMAZON WEB SERVICES (AWS) TRAINING & CERTIFICATION
( 2023 — Enrolled )AWS Certified Cloud Practitioner
Learning in progress for the (CLF-C01) Exam
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CompTIA
( 2018-Q1 — 2018-Q3 )CompTIA IT Operations Specialist (CIOS)
CompTIA A+ | CompTIA Networking+
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Tisand Technical High School
( 2004 — 2007 )Business/Commercial Studies
Mathematics, IsiZulu, English, Accounting, Business Economics, Economics.
During my leisure hours, I enjoy utilizing my expertise in designing and developing custom services that cater to clients with diverse business sizes. My primary objective is to create modern and aesthetically pleasing websites, web services, and online stores that effectively capture and retain users' attention. I value my free time and strive to make it both meaningful and productive.
LinkedIn Learning Certificate of Completion
Cloud Native Projects: AWS Serverless
LinkedIn Learning Certificate of Completion
Cloud Native Projects: AWS Serverless
AWS Skill Builder Course Completion Certificate
Amazon EC2 Basics
AWS Skill Builder Course Completion Certificate
Amazon EC2 Basics
AWS Skill Builder Course Completion Certificate
AWS Cloud Practitioner (CLF-CO1)
AWS Skill Builder Course Completion Certificate
AWS Cloud Practitioner (CLF-CO1)
LinkedIn Learning Certificate of Completion
Windows Server 2019 - Install and Configure Active Directory
LinkedIn Learning Certificate of Completion
Windows Server 2019 - Install and Configure Active Directory
References
“ Digicert Inc. | Phone: (+27) 21 819 2201 | 1.877.438.8776 | Email: aphiwe.nyangule@digicert.com ”
Aphiwe Nyangule
US Technical Team Lead & Mentor
“ Mustek Limited | Phone: (+27) 21 413 3000 | Email: jeanm@mustek.co.za ”
Jean Mostert
Technical Manager
“ Toki Technologies | Phone: (+27) 82 425 5156 | Email: admin@tokitech.com ”
Siphesihle Mdlalose
Operations Manager
“ MLK Architectural Services | Phone: (+27) 76 473 8485 | Email: admin@mlkarch.com ”
Malibongwe Khumalo
Director
Contact
Get In Touch
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