Michael Pillay Email & Phone Number

Cape Town, Wc, Za

Cape Town, Wc, Za

Cape Town, Western Cape, South Africa

• Providing Network support to a certain extent to make sure the employee and the client accessthe websites from their machines.• Providing SQL maintenance e.g backup databases, maintaining servers, Activity Monitor 3rd line technical support for Microsoft systems environment.- Manage Active Directory Domain Services such as DHCP, DNS, Group Policies DFS-R, Sites and Services for all sites - VMware Virtualization: VM builds and monitoring- Server Technologies -Windows 2003, Windows 2008 R2, Windows 2012 R2 Windows 2016, Windows 2019• Cloud updates when a new build has been released.• Assisting all staff with IT-related issues, for example Hardware issue, Software issues, • Provide Training to all staff on IT policy and procedures.• Active Directory via a Virtual Machine to create new user accounts• Utilized Azure Active Directory to establish appropriate user groups, including mail distribution groups, mail-enabled security groups, and Office 365 Groups as needed.• Office 365 Admin Portal assigning users to created groups and Office 365 License administration.• Migrating new clients to the cloud.• Migration of client from old servers to new servers (self-hosted)• Setting up all new and existing clients to cloud• Software in use: Cloudflare, VEEMAN, Microsoft Office 365 Admin Portal, MSSQL, Spiceworks, Mimecast, NextCloud, Bitdefender, vCloud, Checkpoint, Microsoft Azure, Solarwinds, RMM portal.• Reporting to CTO (Chief Technical Officer) on red flag issues.• Endpoint Manager to check device health, sign in logs of users and remotely lock and wiping a device in the event of theft.• Free PBX to create VoIP extensions, call forwarding and installation and configuration of the VoIP software.• Conduct every quarter company audits on users and servers - IT-related policy• Provide all staff and clients if they require password reset.• Tickets will be responded to depending on the severity following the SLA.

Pinelands Business Park

• Clients will call in to ask for assistant in the product.• Provide client with troubleshooting steps over the phone and remotely.• Specialize in Secretarial products.• Specialize in Solution 6 software.• Assists Clients in Tax technical errors and queries• Assist clients in Secretarial requests.• Assist clients with time sheets and billing queries.• Report to manager if the query cannot be resolved.• Deal with clients on email support as well. • Provide clients with feedback on the TAT • Logging onto the clients Server • Writing SQL scripts and using the server to check out the issue that they are having.• Assist clients in connect to the server.• Providing Network support to a certain extend to make sure the employee and the client access the websites from their machines.• Providing SQL maintenance e.g back up databases, maintaining servers, etc.• Update client’s website through TeamViewer / RDP connection• Creating new connection to the SQL server using ODBC • Reloading the Greatsoft program for the client. • Provide Client information on how to use the program and walk them through it. • Drive best possible service using standards and guidelines that support high volumes, are fast, simple, reliable, easy to extend and maintain. • Excellent written and verbal communication skills. • Work in a collaborative environment - including meetings, training and development, estimations and escalation sessions. • Identify and overcome objections• Take the client through the sales process • Obtain Client information • Maintain customer/potential customer databases• Follow up on initial contacts

Cape Town Area, South Africa

• Provide information to customers about their loan status• Troubleshoot with customer on phone about the website• Taking payment from customer• Live chat support• Advising the customer of how they should manage their finance.• Provide them with options on how to pay their loan back.

Bellville, Western Cape, South Africa

•Process applications for the customers•Check to see if they meet the minimum requirement (customer)•Capture customers information•Provide advice to customer about the application they applying on•Meet SLA's of the company•Acquiring set targets on the scoreboard.

Cape Town Area, South Africa

• Accounts enquires - Explaining to customer why they are in arrears or just to inform them or the status of the current account.• Migration quotes - Advising them of what packages would be suitable for them.• Locking and unlocking of the network lines.• Report network issues regarding the area they in.• Creating top-level performance with the customer.• Advising Customer with correct package of contracts.• Changing personal details for the customer.• Change Banking details for the customer when requested.• Doing minimal troubleshooting with the customer before transferring the customer to the correct department.• Providing feedback to customer, which has been escalated to second level support.• Dealing with stolen handsets and providing customer with the correct advise.• Handle minimal data enquires before we put the customer through to the correct department.

Cape Town Area, South Africa

•Email Mentor | Team Leader •• Monitor all incoming emails from customers. Check for spam and determine which emails needs to be redirected to its correct department. • Solve customer problems that are escalated by 1st level agents• Assure compliance of 1st level agents with policies agreed with the client• Achievement of qualitative and quantitative objectives set by Operations manager• Ensuring that any new information is passed on to 1st level agents using the relevant databases• Be available to 1st level employees as technical contact person• Conduct Transaction Monitoring within the program• Monitor agents’ performance (productivity/quality/flexibility) and stimulate continuous improvement• Take responsibility of technical information and knowledge management for your team• Perform root cause analysis and suggest action plans accordingly• Coach the agent community to align best practices, assure process adherence• Deal with daily operational issues as instructed by the Team Leader• Perform 1st level jobs when required, e.g. calling to keep practical experience• Any other reasonable tasks required to support the Qualification (Technical) team• Deliver training to new agents and show them new processes & procedures to existing and new agents• Creating new process, procedures, and Templates for the agents. • Creating new scripts for the client(s).•IT Customer Support•• Providing quick technically solutions to customer enquires• Calling the client back to provide feedback and additional information that may arise.• Extensive Troubleshooting with the customer had to be done.• Assisted clients with Laptops, Desktop, Software, Internet issues, setting up Network.• Escalated to 2nd level support to get more information about what happen to the product or what went wrong with it.• Ensured that the customer was satisfied with the solution that was provided.• Booked repairs for the client if needed.

Cape Town Area, South Africa

• Booked mobile phones for repairs• Log the fault report on the system.• Advise customer in person of what mobile phones should have been taken.• Despatched mobiles phones to the customer when they collect it.•Assist with account enquires for the customer, as well as giving a detailed information about the about account status.

Cape Town Area, South Africa

•Captured information about people who did surveys on different brands of sweets, etc.

Msce 2003, Computer Systems Networking And Telecommunications

Matric, Grade 12, 60

Activities and Societies: English HG, Afrikaans SG, Computer Studies SG, Physical Science SG, Business Management N1, Arts & Drama SG