Brigitte Kratz

Contact- (Mobile)- www.linkedin.com/in/brigitte-kh1r3m3 (LinkedIn) Top Skills Brigitte Kratz Professional Freelancer - Design / Illustration / Editing / Writing / Teaching / Captioning / Transcribing Cape Town Area, South Africa Summary Graphic Design IT Support Technical Staff Management Languages Afrikaans German English Certifications Bachelor of Fine Art I started working at the age of 13 because my parents said that if I wanted to wear clothes that they didn't approve of, I had to use my own money. From selling car stickers, professional face painting, packing party favours, data capturing, teaching, waitressing, bartending, designing tattoos, and countless other jobs finally led me to my first corporate job as a receptionist. From there, I entered the world of IT and my 15-year career exploded. From customer service, management, coaching, teaching, design and more, I found my passion. Unfortunately, my worsening disability meant the end to my office career, but now I work from home doing whatever I can to keep a roof over my head. From design to writing, transcribing, editing, counselling and everything in between, Most of my training has come from being thrown in the deep end and learning to use in-house software, as well as programs such as WordPress, Zendesk, Asana, Harvest, Magnetic, Moodle and others. Where there are gaps in my working experience, I quickly learn what is needed, which has made me a great all-rounder for a position that calls for a multiple of skills. I am a part-time caregiver and therefore seek work that has flexible hours. Experience Page 1 of 6 Self-employed Designer July 2016 - Present Western Cape, South Africa Titan Customer Support Consultant February 2016 - June 2016 (5 months) Sea Point Titan Digital SA (Pty) Ltd Key Responsibilities Administration: -Capture and tracking of requests for technical and administrative assistance. -Verification and triage of support requests. -Specification of user requirements. -Scheduling appointments. -Time management -Manage assigned tasks to meet deadlines and minimize turnaround time. Administrative Support: -User administration -Administrative queries - e.g. provide status reports and advise on procedures. Technical Support: -Troubleshooting technical queries; -Resolving or referring queries to the required teams; -Offer solutions with the objective of retaining customers’ and clients’ business; -Domain administration; -Email administration and support; -Content Management i.e. publishing, editing and modifying content, organizing and deleting content, as well as maintenance; Which sometimes included: Coding in HTML and CSS Creating full page mock-ups using Photoshop -Provide users with training on the WordPress editor role -Compiling helpful user documentation in a knowledge base Page 2 of 6 A few examples of websites I have worked on http://www.amlequip.com.au/ http://www.huntress.net.au/ http://www.evolution-mma.com.au/ http://www.shopping-online.net.au/ http://www.altocapital.com.au/ GetSmarter (Pty) Ltd Senior Technical Support Officer February 2015 - February 2016 (1 year 1 month) Observatory, Cape Town Key responsibilities: -First line of technical support for students with a 2 hour SLA, 100% coverage and 100% satisfaction rating. -Provide effective technical support and communication in response to student queries. -Draft and produce student assistance documentation and assistance resources. -Proactively manage the use of data and metrics in measuring and driving an efficient workload. -Continually seek ways to present better technical assistance and solve problems. -Complete weekly structured and unstructured tasks or responsibilities assigned by the Head of Technical Support and Learner Performance Manager. -Work closely with relevant Course Coaches to ensure operational efficiency. -Assume responsibility for own productivity, remain up to date on company projects and ensure that company and departmental objectives are met. -Participate in continuous personal and team development training. Additional responsibilities: Create Support Centre documentation. Create templates for associates. Create new Support Centre. Amazon Technical Support Specialist Page 3 of 6 July 2011 - July 2014 (3 years 1 month) Cape Town Area, South Africa Amazon Development Centre (South Africa) Pty Ltd Provide telephonic and email support for customers with queries relating to all Kindle devices,apps and software. Also provide support for digital queries for mp3, Amazon Instant Video and apps sold by Amazon. Promotion to Seasonal Lead:December 2011 – February 2012 Job Description:Seasonal Lead for North American market Responsibilities:Provide technical support to all Customer Service Agents within the Digital Dept. Provide training and contact coaching for areas of opportunity Provide training and contact coaching regarding statistical goals within the network average Create games,competitions and rewards to raise morale and improve performance Liaise between Technical Department and agents Resolve escalated queries from customers Report to manager weekly with progress reports LC Networks (Pty) Ltd Technical Helpdesk Manager March 2010 - July 2011 (1 year 5 months) Sea Point, Cape Town First contact for clients - via phone and email Scheduling appointments for Technicians PR follow-up reports with clients Managing of schedule for collections and deliveries of hardware sales Sales assistant to director Submitting daily and monthly reports to directors Re-design of company logo, signature and promotional T-Shirts Team-building coordinator Statistic reports for technicians MASKEW MILLER LONGMAN Editor August 2009 - July 2010 (1 year) Cape Town Area, South Africa Page 4 of 6 Head editor and graphic designer for school textbooks. Subjects included English Language and Mathematics for Grade 2 and Grade 3. Moonmoth Interactive Internship as Content Manager January 2009 - March 2010 (1 year 3 months) I worked as in intern as a: Content manager and administrator, by updating client websites,client data and other in-house online applications, using html, CSS and Photoshop for design work. Hetzner (Pty) Ltd Technical Administration August 2006 - January 2009 (2 years 6 months) Durbanville High performance advanced administrative support including: telephonic and email support Domain Control: transferring, registering & creating accounts A and MX record pointing & duplicate zone repair Restructuring accounts & pointing of websites to specific URL's Setting-up of accounts & email accounts, sales queries and SSL set-up Dedicated server client support & disk and traffic over-usage inquiries Updating client information and updating nameservers Knowledge of KonsoleH (Hetzner's control panel) Basic troubleshooting-email,DNS, FTP, CMD prompt Education University of Cape Town Bachelor of Fine Arts (BAFA) and BA in English Language and Poetry, Graphic Design and English · (1998 - 2001) Learning 247 This course is preparation for the exam, Adobe Photoshop · (2014 - 2015) Fairmont High School Matric Exemption, Graphic Design · (1995 - 1997) TEFL Professional Development Institute Page 5 of 6 TEFL Certification , Teaching English or French as a Second or Foreign Language · (2018 - 2018) Page 6 of 6