Elly Hao-doms
Windhoek
Summary
Goal focused professional seeking to contribute positively to the Company. I can prioritise and operate proactively to ensure a smoothly operating department.
Overview
26
26
years of professional experience
Work History
Call Desk Administrator
Business Connexion
06.2016 - 08.2022
- Call logging and follow-up of service requests on Remedy Programme
- Refer request to appropriate engineer to attend to
- Update request in Remedy when we receive completed job card
- Do quotes on Quotewerks for cash clients
- Follow-up on quotes send to clients
- Upon receiving of approved quote log new request
- Process invoice on SAGE Pastel for completed job of cash clients
- Work closely with BCX SA, giving status updates on different customer request here in Namibia
- Retrieve and printing of monthly incentive timesheets from Remedy Programme for the Engineers to be paid
- Do Service reports for contract customer Weekly meeting.
HELP DESK Administrator
SALT ESSENTIAL IT
09.2004 - 05.2016
- Acquire and update new SLA client information on Ambercat and M-files
- Call logging and follow-up of service requests on Ambercat programme
- Receive request from customer, acquire personal information of client and update data in Ambercat
- Refer request to appropriate engineer to attend to
- Logging calls and follow-up with vendors/suppliers regarding repairs
- Unpack and label new equipment and update in Ambercat
- Keep records and report on back-up stock to be ordered
- Do regular stock control and stocktaking
- Ensuring that there is back-up stock for Contract clients
- Maintain records of equipment send in for repairs in AmberCat
- Do monitoring of digicon, broadband, ADSL network links to third party service providers (Telecom and Paratus)
- Report disconnected network links to third party service provider
- Follow-up on reported links and give status update to customers
- Keep control of IT Department standby schedule and update regularly
- Do Service reports for customer monthly meetings every month.
Helpdesk Administrator
NAMWATER (PTY) LTD
01.1997 - 01.2004
- Call logging and follow up of service requests
- Receive queries from customers; get all information of customer; refer call to other staff - Support Officers/Business Systems Support Officers/Systems administrators
- Follow-up if calls were responded to and finalized by sending out questionnaires via e-mail
- Keep records on outstanding service request and reasons for incompleteness
- Assist customers with minor installations (e.g
- PC's and printers)
- Assist customers with software (e.g
- Word/Excel requests) where needed
- Administration of IT parts and stock keeping of parts
- Keep records of equipment updated in McAfee programme
- Keep records and report on back-up stock to be ordered
- Regular stock control and stocktaking, Ensuring back-up stock
- Maintain records of equipment repairs
- EXAMPLES OF CRITICAL DECISIONS TAKEN: Recommend which equipment should be replaced to the IS Manager and Support Engineer
- Other assistance duties
- Assist Support Engineer with installations
- Arrange with vendors for repairs to equipment by logging calls, follow up and meet with the vendors to discuss related issues
- EXAMPLE OF CRITICAL DECISIONS TAKEN: Which vendor to contact for repairs
- Administration of purchasing and budget
- Get quotations for purchases; call suppliers to inform about orders; check deliveries vs orders, invoice
- Follow-up on outstanding orders
- Correspondence with suppliers - letters Of regrets
- Control maintenance and repairs on cell phones
- Administrative assistance to manager
- Typing of all correspondence documentation
- Scheduling and organizing meetings
- Manage diary - make appointments
- Complete claim forms for S&T; request cash payment for S&T
- Complete leave forms and overtime claims
- Administration of divisional filing system, book and media library
- Filing of all documentation of the division (e.g.: Issue vouchers, invoices, in for repair job cards, ect.) for future reference
- Manage library: control of access and lending software CD's.
Education
Effective Customer Care -
Corporate Training Solutions
SAP Overview -
Essential Skills for frontline Staff -
Microsoft Exchange -
Microsoft Windows NT Workstation -
ADVANCE Office Management Course -
01.2017
Office Management Certificate -
01.2015
A+ Computer Technician -
Damelin
01.2003
A+ CORE (Computer Hardware) -
COMPTIA
01.2001
Executive Secretarial Diploma -
Academy of Learning
01.1997
Skills
- Customer Service
- Record keeping and File Management
- Office Administration
- Receptionist
- Help desk Operator
Biographical Detail
05/24/76, Tsumeb, Namibia, Code B, Excellent, Married
Extra Mural Activities
- Reading
- Socializing
Secondary Education
Otjikoto High School, Tsumeb, Namibia, Grade 12, 1994
References
- Mr. Chris Baisako, Manager IT Department, Namwater 2004/SALT Essential IT, 081 123 3001
- Mr. Arno Delport, Operations Manager, SALT Essential IT, +264 61 433 99 00, 0811525840
- Mr. Joe Muller, BCX Head of Network Department, 0811249548
- Mr. Jorg Smith, BCX Head of IT Technical Department, 0811221148
Timeline
Call Desk Administrator
Business Connexion
06.2016 - 08.2022
HELP DESK Administrator
SALT ESSENTIAL IT
09.2004 - 05.2016
Helpdesk Administrator
NAMWATER (PTY) LTD
01.1997 - 01.2004
Effective Customer Care -
Corporate Training Solutions
SAP Overview -
Essential Skills for frontline Staff -
Microsoft Exchange -
Microsoft Windows NT Workstation -
ADVANCE Office Management Course -
Office Management Certificate -
A+ Computer Technician -
Damelin
A+ CORE (Computer Hardware) -
COMPTIA
Executive Secretarial Diploma -
Academy of Learning