Andre Van Der Poll Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

• Supporting company groups and clients under the Giltrap Group, covering 800+ users, devices, and a wider infrastructure environment• Fielding incoming help requests from end users in person, via telephone, and via helpdesk systems • Building rapport with helpdesk customers, and eliciting problem details to find solutions• Prioritising and scheduling problems, escalating when required to specialist team or manager• Accurately recording, tracking, and documenting the request problem-solving process, including all actions taken, through to final resolution, and evaluating trends to prevent future problems• Applying diagnostic utilities; access software updates, drivers, and knowledge bases; and use internet resources to aid in troubleshooting and problem resolution• Ensuring up to date knowledge of the organisation’s preferred software and hardware• Performing desktop level fixes, including installing and upgrading software, installing hardware and configuring systems and applications• Checking and performing proactive maintenance of workstations, printers, and peripherals, and testing fixes to ensure problems have been adequately resolved• Developing collateral to assist end users including help sheets and frequently asked questions lists• Working on projects, upgrades, and deployments where required

Cape Town Area, South Africa

Promoted and developed through the ranks up to a senior tier-3 back-office technical support specialist – ensuring clients get fast, expert resolution of complex issues related over the years to Data Technical, Mobile Number Portability and Value Added Services.Key Responsibilities: • Help Desk Support • Direct Customer Tech Support • Coordination of Escalations with Support Staff • Product Support – hardware, software upgrades, problem solving • Product Demonstrations • Testing & Evaluation of Products, Systems • Support Trend Analysis • Reporting & Compiling Service Statistics • Documentation • Providing Feedback to Knowledge Management TeamKey Technical Areas: • 3G/GPRS/LTE Mobile Data Network Services & Related Products CIC Back Office, Advanced Data Technical Support • Port Support★ Reputation Developed: Technical Expert, Customer Friendly• Built a reputation founded on the ability to learn new technologies quickly and translate this knowledge into quick problem solving, overcoming technical challenges with creativity and persistence, and meeting all SLA demands and targets.• Became known for being comfortable in the fast-paced environment and especially for customer orientation – listening, understanding needs, solving problems confidently, creating value for clients, ensuring a positive customer experience.★ Technical & Personal Development Training• Made intense use of Vodacom’s Academy of Learning portal, regularly taking personal development and a constant stream of technology and back-office courses.

Cape Town Area, South Africa

Provided customer support on all GSM network services and related products offered by the carrier. Specialist in the area of Local Number Portability (LNP).

Certificate, Digital Business Essentials, Certificate

Certificate, Office 365, Certificate

Certificate, Itil Foundation, Certificate

Certificate, Cloud Computing, Cloud Evolution, Cloud Security,, Certificate

Higher Diploma: Personal Training, Strength & Conditioning, Sports And Exercise

Crossfit Level 1

Education record