8x8 is a unified communications provider (UCAAS + CCAAS) technology that allows people to connect anytime, anywhere they are in the world, and on any device. 

• Engaged with the customer through multiple channels like Phone, Chat, Web, and Email proactively, using case management tools like Salesforce and Jira

• Diagnose and rectify technical problems and queries following first-line fix criteria and where possible resolving at the first call

• Owned support cases, making sure to record, track, and resolve each issue accurately, efficiently, and proactively

• Provide configuration review, troubleshooting, fault isolation and root cause analysis for technical issues, using screen-sharing technology.

• Empowering customers by promoting a Knowledge base and self-service

• Set up new users' accounts and profiles working alongside internal teams

• Work with senior engineers on escalated tickets

• Log and escalate calls with third parties where required, ensuring communication back to the customer

• Managed third-party vendors and suppliers

• Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to the knowledge-centred Service (KCS) methodology Skills & Experiences

Massachusetts Institution of Technology (Institute for Data Systems and Society)

Syllabus Overview

1.  Foundations of Data Science

2.  Making Sense of Unstructured Data

3.  Regression and Prediction

4.  Classification and Hypothesis Testing

5.  Deep Learning

6.  Recommendation Systems

7.  Networking and Graphical Models

8. Predictive Analytics

Imaginary Cloud, a Web/App development company with a focus on UI/UX Design recently launched their AI development offer to the market after conducting deep learning projects within the Aerospace and defence industry.

• Collaborated with the Head of Delivery for Artificial Intelligence division to Lead Sales and reported directly to the CEO.

• Managed a diverse portfolio of accounts ranging from € 30,000 to € 180,000. 

• Conducted extensive research and development for the Imaginary Cloud AI product offering.

• Developed comprehensive go to market sales strategy, working closely with the Marketing department to align the marketing mix with the findings of conducted research.

• Engaged in consultative practises, assisting clients adopt AI technologies within their organisations. 

LooM as an alternative network is focused on bridging the gap between the urban and rural areas internet communication infrastructure. Offering Internet services such as NET/Voice, in the Algarve region of Portugal where next generation networks are not available. 

• Developed network plans for BFWA (Broadband Fixed Wireless Access) network, including negotiating with neutral fibre network suppliers to enhance network capabilities and solution offerings.

• Conducted comprehensive market research to gather data and perform analysis, informing strategic decisions.

• Demonstrated expertise in understanding telecommunication laws and regulations, ensuring compliance.

• Led brand development and narrative building initiatives, including Logo design.

• Oversaw website design, development, and Implementation  

SIB Systems is telecommunications integrator providing turnkey solutions, infrastructure management and deployment solutions for telecommunication operators within the Southern Africa region. 

• Provided leadership and oversight for all operations within the business Strategic Business Units (SBUs) and wholly owned subsidiary companies

• Proactively expanded the business portfolio by establishing strategic partnerships and cultivating relationships with suppliers and clients.

• Successfully managed projects, ensuring the fulfilment of contractual client requests, both in the short term and long term, while meeting business objectives

• Successfully increased annual turnover to €750,000 for the company and its subsidiaries. 

Assumed responsibility for managing the Liquid Telecoms account, including overseeing the reselling, installation, and onsite support of Satellite solutions. Successfully served various clients in sectors such as retail, tourism, hospitals, and banking, ensuring their specific needs were met and delivering exceptional service.

• Managed nationwide network rollout projects for clients, overseeing the planning, implementation, and successful execution of network infrastructure deployment across multiple locations. 

• Ensured efficient project management, timely delivery, and adherence to client requirements and specifications. 

Successfully acquired 100% stake holding in BCP, specializing in emergency response lighting for the Automotive sector. Solutions provided to industries, such as Police, Medical, Military, Fire and Rescue, Mining, Construction, and the Security sector.

• Acting as Head of Operations, overseeing the company's multiple agencies, including LST and Woodway Engineering.

• Responsible for managing all aspects of the company's operations related to the supply, commissioning, and maintenance of products and services.

• Successfully secured governmental contracts valued over €300,000 at two-year intervals for nine consecutive years. 

Orange Botswana is a subsidiary of France Telecoms which is a multinational Mobile Network Operator (MNO) that offers mobile voice and data, and fixed wireless Broadband internet services through the Orange Livebox brand based on WiMax technology. 

• Held responsibility for overseeing operations and service delivery of WiMax, PMP, and P2P Internet products in five major cities nationwide. Managed onsite support and installation teams, including handling logistics, procurement, and equipment refurbishment for reuse.

• Developed a robust sustainability and reuse system that resulted in estimated savings of €173,000 for Orange Botswana.

• Provided comprehensive training to both internal and contractor onsite technical teams, focusing on skill development and knowledge enhancement. Developed and implemented best practices and quality standards to ensure the successful onsite delivery of service offerings. 

Start-up from university dorm, SIB Systems is an IT integrator offering B2B IT sales and networking solutions for the Northlands Business Park based in North of Johannesburg.

• Led business development and growth efforts for SIB Systems South Africa, strategically identifying and establishing specialized business units to address market gaps and meet industry demands. Aligned the company's objectives and goals with the identified market niches, ensuring a focused and targeted approach to maximize growth opportunities.