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Laim M.

Senior IT Asset Management (ITAM) Technical Consultant at SoftwareOne | ITAM Automation & Remote Support Specialist

10 yrs experience · Cape Town, South Africa · <10 hrs/week

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About

Technical Competence Lead for ITAM with a decade of experience in Snow Software and ServiceNow. Very customer support oriented. If something doesn't exist for a solution, I can happily make it using PowerShell, C# or Stored Procedures in SQL until I achieve an acceptable result. Additional experience in remote chat support and community moderation, delivering strong customer satisfaction across e-commerce and SaaS environments. Some of the custom solutions I have made are available here: https://laim.scot/projects

Skills

Data EntryFront Desk ServicesJack-of-all TradesOffice ManagementSnapchatSocial MediaSocial Media ManagementVirtual Assistant

Experience

  • Remote Chat Support Agent · BluePeak Digital Solutions07-01-2021 – 05-01-2024

    - Remote chat support for e-commerce and SaaS clients.\n- Handled 100+ live chats daily; resolved queries and issues with billing, account access, product issues, and delivery timelines.\n- Maintained high customer satisfaction and exceeded response time KPIs.\n- Worked with tools such as Zendesk, Intercom, and Slack.

  • Community Moderator (Contract) · PulseNet Media - Remote03-01-2020 – 06-01-2021

    - Monitored and moderated social media pages and chat forums for inappropriate content.\n- Managed community engagement and flagged potential brand reputation issues.\n- Used Sprout Social and Hootsuite to manage and schedule posts.\n- Prepared weekly reports on user activity and sentiment.

Education

  • University of Cape TownBachelor of Arts, Communication Studies
  • QA ApprenticeshipsInformation Technology & Telecommunications Professional (SQA), Information Technology
  • West College ScotlandHNC Software Development, Computing
  • Largs Academy

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