Adam Wesson Email & Phone Number

Cape Town, Wc, Za

Cape Town, Wc, Za

Cape Town

Cape Town

I worked as a Technical Specialist in a vibrant and dynamic Social Media Support team that services Telkom SA's customers via Facebook and Twitter. I managed a 28 person team of agents as well as build and maintain an in-house web portal that allowed me to track and report on agent KPI's. Other duties included building troubleshooting tools for call center agents and maintaining a knowledge management portal.

Cape Town

I have recently embarked on a new exciting journey, joining Telkom's Digital Marketing team. Within Digital Marketing, my responsibility is Digital Service. This includes improving Telkom's customer self help functionality and tools using Digital means. Our mandate is to service 15% of Telkom's customer base using Digital Channels.Current Projects:-Telkom Community Manager: I manage Telkom's Community, a peer 2 peer support forum to engage our customers on.-Roll out of Telkom's… Show more I have recently embarked on a new exciting journey, joining Telkom's Digital Marketing team. Within Digital Marketing, my responsibility is Digital Service. This includes improving Telkom's customer self help functionality and tools using Digital means. Our mandate is to service 15% of Telkom's customer base using Digital Channels.Current Projects:-Telkom Community Manager: I manage Telkom's Community, a peer 2 peer support forum to engage our customers on.-Roll out of Telkom's new and improved self help Apps on Android and iOS.-Revamp Telkom's website self service tools. Show less

Cape Town Area, South Africa

I manage a team of 2nd level IT Support agents who work on the Telkom Social Media helpdesk. Functions include performance management, reporting and statistics, quality assurance and high level customer escalations.Other functions include -- developing and maintaining an in house CRM and ticket system built in PHP and MySQL.- Knowledge Management content manager.- Community Manager (rollout and management of community driven support forum)

Cape Town Area, South Africa

I managed a team of Tier 1 help desk agents in the Broadband ADSL call centre. My responsibilities were performance management, quality assesments, escalations.Other responsibilities included creation and maintenance of Knowledge Managent System.I also built and managed a system with various management tools such as Overtime tracking, coaching database as well as social tool for agents to interact. This was developed in PHP and MySQL.

1st Line desktop support on the ADSL and ISP helpdesk. Also doing 1st line support for SAIX.2nd Level Support: High Level helpdesk escalations dealing with ADSL, VSAT, VPN Lite, WiMAX and WCDMA network technologies. Setting up Customer routers and troubleshooting desktop problems.During this time as a 2nd level agent, I created a Knowledge Management website for Telkom Call centers. The outstanding tool I created were 'Virtual ADSL router interfaces' built in either Adobe Flash… Show more 1st Line desktop support on the ADSL and ISP helpdesk. Also doing 1st line support for SAIX.2nd Level Support: High Level helpdesk escalations dealing with ADSL, VSAT, VPN Lite, WiMAX and WCDMA network technologies. Setting up Customer routers and troubleshooting desktop problems.During this time as a 2nd level agent, I created a Knowledge Management website for Telkom Call centers. The outstanding tool I created were 'Virtual ADSL router interfaces' built in either Adobe Flash or HTML. These allowed agents to visually see the customers router without the need to have or access each type of brand. Show less

Diploma In Ict And Applications Development, Computer Software Engineering, 4Th Year

Community Manager Certification Level Ii, Digital Communication And Media/Multimedia

Managing Lithium powered Support Communities.

Mcse, Information Technology

Studied A+ and Microsoft Certified Systems Engineer

Matric, High School/Secondary Diplomas And Certificates

Matric