Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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VALENTINUS PAULUS

VALENTINUS PAULUS

Windhoek

Summary

A motivated and customer-oriented IT professional with hands-on experience in customer service and technical support. Skilled in troubleshooting, incident reporting, and working with ticketing systems. Proven ability to work under pressure, communicate effectively, and deliver quality client support.

Overview

9
9
years of professional experience

Work History

Customer Care Agent

Telecom Namibia (CCC)
09.2018 - Current
  • Handling customer complaints with patience and empathy
  • Responding to customer complaints and logging trouble tickets for faulty lines resolution
  • Troubleshooting internet and mobile service issues and escalating where required
  • Maintaining up-to-date knowledge of product and service changes
  • Recommending potential products and services to suit a customer's needs (upselling and cross selling)
  • Assisting call-in customers with questions and orders
  • Educating customers about billing, payment processing and support policies and procedures
  • Identifying and resolving discrepancies and errors in customer accounts
  • Subscribing clients to mobile services and explaining relevant product offerings as well as resolving product/service issues
  • Providing feedback and follow-up to customers in line with SLA expectations
  • Communicating and providing failure updates from NOC reports to clients
  • Providing ongoing technical assistance to customers

Computer Technician

Impact Computer Technology Solutions CC
01.2017 - 08.2018
  • Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff
  • Set up and maintained user accounts and client access
  • Linked computers to network and peripheral equipment
  • Used diagnostic tools to identify hardware failures and replace non-functional components
  • Refurbished PC systems and peripherals such as monitors, networking equipment, and printers
  • Performed troubleshooting to correct computer hardware and software malfunctions
  • Recovered critical information from data back ups to restore functionality
  • Recommended new and replacement hardware and software purchases

Computer Technician Intern

University of Namibia (UNAM)
06.2016 - 12.2016
  • Provided problem solving / first line technical support
  • Set up PCs, projectors, and microphones for use in lecture halls or classrooms
  • Managed system-wide operating system and software deployments as well as related software upgrade problems
  • Configured systems according to prescribed software and hardware frameworks
  • Developed detailed maintenance schedules for equipment to maximize equipment lifetimes
  • Restored data on computers and office machines
  • Updated and replaced outdated drivers and software for computers and office machines
  • Replaced defective components and parts on malfunctioning computers and office machines

Education

Advance Diploma - Information Technology

International Training College Lingua
Windhoek, Namibia
05-2017

Namibia Secondar School Certificate (NSSC) -

A Shipena Secondary School
Windhoek, Namibia
10-2011

Skills

  • Critical Thinking
  • Leadership
  • Teamwork and collaboration
  • Troubleshooting
  • Task prioritization
  • Recordkeeping

Languages

English
Bilingual or Proficient (C2)
Oshiwambo
Bilingual or Proficient (C2)
Afrikaans
Advanced (C1)

References

Ms.  Julien Garises

Supervisor: Customer Care Centre (TN)

Cell: +264 852917270

Email: garisesj@telecom.na


2. Mr. Samora Ndakukamo

Product Manager: Data, FMC & International Products (TN)

Cell: +264 852747021

Email: ndakukams@telecom.na  

Timeline

Customer Care Agent

Telecom Namibia (CCC)
09.2018 - Current

Computer Technician

Impact Computer Technology Solutions CC
01.2017 - 08.2018

Computer Technician Intern

University of Namibia (UNAM)
06.2016 - 12.2016

Advance Diploma - Information Technology

International Training College Lingua

Namibia Secondar School Certificate (NSSC) -

A Shipena Secondary School

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