Curriculum Vitae
Of
Damion Darren
Fouten
PERSONAL INFORMATION
Name/s: Damion Darren
Last Name: Fouten
Address: Cape Town | South Africa
Contact Details:
Mobile – (-
Email --Nationality: South African
Gender: Male
D.O.B: 02 September 1989
Home Language: English
Second Language: Afrikaans
Dependent/s: 1
Fully Bilingual: Yes
Disability: None
About Me
Experienced Software Support Specialist with a focus on providing customer service and quality
assurance in the information technology industry. Proficient in account management, stakeholder
coordination, and client relationship management, with expertise in driving growth through.
Extensive B2B and end customer interaction, emphasizing relationship-building and satisfaction.
Recognized for versatility and practical global experience, currently handling technical product
support, platform management, and bug tracking. Engages in day-to-day activities such as customer
interaction, consultation, documentation, technical troubleshooting, and bug management. In
summary, my experience in Call Center and Customer Support roles within the SaaS domain has
honed my communication skills, technical acumen, and customer-centric approach. I am well-versed
in navigating the challenges of providing support in a dynamic and technology-driven environment,
and I am confident in my ability to contribute effectively to any customer support team.
CRM SYSTEMS I’M FAMILIAR WITH:
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• Salesforce
• Zoho
• Microsoft Dynamic 365
• Avaya
• Zendesk
• Freshdesk
• Jira
• Charles Debugging System
• Slack
• Service Now
Core competencies include:
Project Management | Product and Account Management | Strategic Partnership Development |
API/Web Services Integration | Cloud Migration | Information and Data Management | SaaS, IaaS,
PaaS Training | Implementation Network Administration | Cloud Computing | Enterprise Software |
Disaster Recovery | Virtualization | Management | Troubleshooting | Technical Support | Security
Storage | Networking | IT Service Management
Technical Proficiencies & Expertise:
Microsoft Server | MS LDAP | Python | Microsoft Windows 10/11 | SSO | XML Microsoft SQL Server
| SSL | Linux | Restful -API | HTML | JavaScript
EDUCATION & TRAINING
ISTQB Foundation Certificate – (iLab) 2019 Software Testing and QA
Bachelor of Commerce / 378 Credits (Cornerstone Institute) – 2019
Subjects: Business Management, Accounting, Economics, Industrial Psychology and Marketing
Management
New Business Development Program (Career Junction) - 2018
Project Management Training (Cloud Direct) – 2018
Bubbling Under Team Leader Program - 2016/2017 Direct Axis Call Centre
Diploma in IT – 2011 Studies (360 credits)
Damelin College
Mowbray Campus
Subject: Network Administration, Data Processing, Web Development, Programming, IT Project
Management, Systems Analysis and Design
Supply Chain, Logistics & Marketing Program – 2009 Two Oceans Marketing Supply Chain
Management Certificate - 2010 Two Oceans Marketing
International Certificate in Microsoft - 2009 Two Oceans Marketing
Microsoft Word 99%
Microsoft Excel 97%
PowerPoint 92%
Grade12 Matric Certificate - 2008
Steenberg Secondary School
Subjects: Mathematics, English, Afrikaans, Economics, Business Studies, Accounting, Computer
Literacy.
WORK EXPERIENCE
Software Support Analyst (100% Remote) ROLLER (Aug 2021 - Current)
Current Salary: ZAR 35 000 = ($1900 P/M)
As a level 1/2 technical product support specialist, I provide expert assistance to customers
globally, with a focus on the UK, North America, and APAC regions. I am the first point of
contact, handling calls, tickets, and live chat inquiries, troubleshooting remotely via
TeamViewer. My role involves extensive B2B and end customer interaction, emphasizing
relationship-building and satisfaction.
I consult with clients, create, and update help center content, and possess practical skills in web
and media production. Recognized as the "support Ninja," I have in-depth knowledge of the
ROLLER platform and hands-on experience in hardware troubleshooting. Additionally, I actively
contribute to bug tracking using JIRA and perform various administrative duties, ensuring
consistency within the global team.
How I triage Software Bugs:
L2 Software Support Analyst (100% Remote) Construct (Aug 2020)
Current Salary: ZAR 29 000 = ($1550)
As an L2 Software Support Analyst it's crucial of understanding Learning Management Systems
such as Canvas, Moodle, edX, etc. Understanding of how the internet and World Wide Web
work, exposure to working with browsers e.g., Chrome, Internet Explorer or Firefox. I also assist
users, troubleshoot, and resolve technical issues effectively using my years of experience as a
Help Desk Support / 1st & 2nd line support specialist. I maintain a sharp level of attention to
detail, ability to build and maintain good relationships, including developing trusted advisor
relationships. Juggling multiple tickets/ clients / stakeholders at a time, driving continuous
improvement in the quality of products and services.
Responsibilities include: * Validate and clarify the issues described in tickets. * Ensure what the
user is describing is "real" and not a misunderstanding or user errors Answer all how-to
questions. * Fix all end-user issues that are resolvable through the Learning Management
System User Interface (UI). * For simple bugs, reproduce and document reproduction steps
before escalating. * Identify which tickets are better suited to a Level 3 Analyst and escalate
accordingly Maintain both high efficiency and high quality of work.
Technical Support Specialist (100% Remote) Time Doctor (Aug 2020 - Current)
Current Salary: ZAR 25 000 = ($1350)
As a Technical Support Specialist, I will act as a trusted advisor to Time Doctor’s clients by
enabling them to use our products to achieve their business objectives.
I partner with customers to develop and execute success plans: organizational, programmatic,
and technical strategies to meet their business objectives and stakeholder goals.
I work with customers to remove organizational and technical barriers and identify
opportunities to help customers expand their use of our products. I will also act as a customer
advocate for product features and requirements. Working across customer-facing teams to
ensure that a customer’s experience with Time Doctor exceeds their expectations.
Responsibilities:
Always maintain high-quality customer service and professionalism.
Deal directly with customers and employees who have technical problems with our software,
recommending and performing corrective actions.
Working with our developers to resolve technical issues as well as working with our QA team to
verify and confirm quality of the product and issue resolution.
Do call-backs regarding product inquiries and technical issues.
Create invoices, Issue refunds and process payments.
Work with the customer success team to assist in resolving customer issues.
Updating our self-help documents so that customers and employees can attempt to fix
problems themselves.
Assist on-boarding team with technical knowledge during customer calls.
100% Remote Customer Success Manager HighLevel (Jan 2020 - Oct 2023)
Current Salary: ZAR 20 000 = ($1050)
Core Responsibilities: Responsible for fielding and servicing all direct customer inquiries and
requirements, working in conjunction with the internal teams to increase sales of HighLevel
products and services to customers in accordance with agreed strategies and business plans.
Get new customers' setup on the HighLevel platform.
Respond to daily telephone and email inquiries from customers regarding requirements that
include product information, pricing, services, and delivery information.
Provide customer service on small to midsized accounts of moderate complexity.
Educate our clients on WHY we do what we do and share relevant insight into the user
experience.
Setup, manage and execute onboarding training sessions.
Forms relationships and develops mindshare with internal departments.
Ability to address and resolve customer conflict in an effective professional approach.
Liaise with colleagues throughout all HighLevel departments to drive a common strategy.Core
Responsibilities Responsible for fielding and servicing all direct customer inquiries and
requirements, working in conjunction with the internal teams to increase sales of High Level
products and services to customers in accordance with agreed strategies and business plans.
Get new customers' setup on the HighLevel platform. Respond to daily telephone and email
inquiries from customers regarding requirements that include product information, pricing,
services, and delivery information. Provide customer service on small to midsized accounts of
moderate complexity. Educate our clients on WHY we do what we do and share relevant insight
into the user experience. Setup, manage and execute onboarding training sessions. Forms
relationships and develops mindshare with internal departments. Ability to address and resolve
customer conflict in an effective professional approach. Liaise with colleagues throughout all
HighLevel departments to drive a common strategy.
Skills: Networking · Firewalls · Zendesk · Software as a Service (SaaS) · Customer Relationship
Management (CRM) · Product Management · Microsoft Azure · Customer Service · Internet ·
Online Lead Generation
Software Support and QA Specialist LightSail Education Apr 2019 - Aug 2020
Current Salary: ZAR 17 000 = ($905)
As a Software Support Specialist, I am responsible for providing remote technical support to
clients and assisting with minor development tasks (HTML, JavaScript) as well as QA to support
internal and client-driven projects completing Regression & Sanity testing pre- and postdeployment. My role also includes handling client issues on a global scale via phone, email,
chats, support requests via Zoho ticketing CRM and working closely with the development team
to diagnose and resolve any issue with the LightSail platform. Testing various system actions on
test servers; or even dev debugging items (e.g., Charles network logger) and assisting with the
delivery and implementation of test plans for new product releases and updates.
• Provide external and internal support for software queries.
• Maintain software components and ensure the reliable deployment of new features.
• Test, deploy, maintain, and improve the software.
• Taking ownership of software issues, QA testing and working with our Development
Teams to resolve more advanced issues when necessary.
• Documenting, troubleshooting and problem resolution step independently.
• Responsible for collaborating with a variety of individuals and teams at all levels within
the organization.
• Perform advanced root cause analysis on bugs and databases.
• Configure and maintain in house scripting.
• Automate and implement processes.
As a Software Support Specialist, I am responsible for providing remote technical support to
clients and assisting with minor development tasks (HTML, JavaScript) as well as QA to support
internal and client-driven projects completing Regression & Sanity testing pre- and postdeployment. My role also includes handling client issues on a global scale via phone, email,
chats, support requests via Zoho ticketing CRM and working closely with the development team
to diagnose and resolve any issue with the LightSail platform. Testing various system actions on
test servers; or even dev debugging items (e.g., Charles network logger) and assisting with the
delivery and implementation of test plans for new product releases and updates.
• Provide external and internal support for software queries.
• Maintain software components and ensure the reliable deployment of new features.
• Test, deploy, maintain, and improve the software.
• Taking ownership of software issues, QA testing and working with our Development Teams to
resolve more advanced issues when necessary.
• Documenting, troubleshooting and problem resolution step independently.
• Responsible for collaborating with a variety of individuals and teams at all levels within the
organization.
• Perform advanced root cause analysis on bugs and databases.
• Configure and maintain in house scripting.
• Automate and implement processes.
Skills: Firewalls · Quality Assurance · Zendesk · Customer Support · Software Testing · Software as
a Service (SaaS) · Customer Relationship Management (CRM) · Agile Testing · HTML · JavaScript ·
JIRA · Charles Proxy · Chrome Developer Tools · Customer Service · ESS · Internet · Edtech
REFERFERENCES
Joseph D’Apuzzo / Senior Support
ROLLER
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-Calli-Anne Dirks / Trainer Direct Axis Group
--Cornelius / Senior Support
Construct Education
--Samantha Carter / HR
LightSail Education
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Haley Viljoen / Manager Cloud Direct
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Carenza Crowe / Team Leader Career Junction
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Devon Johnston / Business Unit Leader Direct Axis Group
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