Noel Damon

Noel Dale Damon - /-/ https://www.linkedin.com/in/noel-damon/ / Cape Town, South Africa, 7405 Summary Helping clients solve technical issues and knowing that I've had a positive impact on someone each day is highly rewarding and motivating to me. During my previous employment at Crossover/Trilogy, I specialized in helping customers resolve a wide variety of technical issues. Over the course of my two-year employment, I received high ratings from clients, and I helped increase customer satisfaction from 82% to 96%. I was praised for being highly versatile, and I was one of a select group of techs who were available to assist customers in online chats, via email and over the telephone. I enjoy building a relationship with each client and ensuring that they receive the ultimate customer support. I am also certified as a computer support specialist and undergo additional training regularly to maintain and update my skills. Thank you for taking the time to consider my resume. Customer service is always my top priority, and it is my goal to provide the best customer support available for each client while becoming a valuable asset to the organisation . If you wish to learn more about my experience and skill set, please contact me at any time WORK EXPERIENCE Crossover for Work L1 Customer Support Engineer May 2018 - Present Working full time 40 hours per week remotely from home. Provide phone support which included both inbound and outbound calls in English. Troubleshoot and Solved customer issues communicated through Zendesk. Asses type of client issues, typically whether it is a bug, configuration error or user error and escalate to the appropriate team in necessary. Obtained certification to support 15 SaaS products with a weekly issue resolution rate of 0.8 tickets per hour which allowed me to outperform 90% of my peers. Key Achievements: I am currently ranked in the top 10% of our 70-person team for issue resolution and customer satisfaction. GO Health Club Group IT Project Manager April 2017 – May 2018 Developed, maintained and tracked project management plans and schedules. Facilitated steering committee and working sessions, plus provide regular updates to senior executives. Managed all implementation processes including resource allocation and on time delivery within budget constraints. Successfully implemented the various project phases, including planning, build, testing, Go-Live deployment and normalization. Managed program risks and issues, as well as changes to project’s plan and deliverables Key Achievement: I was able to facilitate the building and successful opening of 3 high tech, technology driven health clubs. Lipco Group IT Project ManagerJune 2016 – April 2017 Work with all stakeholders and senior management to develop multi prong implementation project plans. Collaborated with impacted departments and SMEs to conduct a current state vs target state gap analysis. Managed and successfully rolled out the target states. Investigated and identified key regulatory, operational and processing gaps. Managed the on-time delivery of projects within budget constraints. Key Achievements: I was able to oversee the successful delivery on a MPLS network spanning 5 regions and 10 unique sites across the country as well as the upgrade, testing and implementation of a modern 400 user call centre. Senior Desktop Support Technician Canon Business Centre Cape TownJuly 2014 – June 2016 Operating in a controlled environment, I was responsible for the training and managing of Junior Technicians. Identify and troubleshoot process, material or equipment problems to minimize downtime and recommend permanent solutions. Administering the company’s IT policies and procedures. Maintaining a log of problems detected and system backups Streamlined the process for project work such as new builds. Monitor, troubleshoot and correct network problems EDUCATION Degree in BSc. Computer Science – Unisa. Completed ½  Bachelor’s requirements. Majoring in Computer Science. Expected graduation 2021. Grade 12 / Matric in Senior Certificate – Western Cape Education Department. Electronics Engineering Certificate in N1-N2 – College of Cape Town. A+ Support Technician – College of Cape Town. Cisco CCNA – College of Cape Town. SKILLS Analytical Empathetic Adaptability Attentiveness Reliability Active listener Web Support Troubleshooting SaaS product support Technical Support Ticketing Systems End User Support Product Support Customer Facing interactions Basic HTML FTP, Google Drive, Basic HTML & CSS Entry Level JavaScript References:Available on request