Liwa Dladloti Intro Audio for HELM

The speaker, Ruiwad Adloti, introduces themselves as a tech guru with a lifelong experience in technical support. They have always been the go-to person for technical issues and have volunteered at a local internet cafe to help people with basic computer tasks. They studied web development and worked as an intern before becoming a desktop support specialist at Zoom Global. They were also the Office 365 admin responsible for password resets and email configurations. They then worked as a technical support agent at FUSE Universal, assisting users with the FUSE Universal app and escalating bugs to the dev team. They are proactive, able to work in a team or individually, and have implemented an FAQ collaboration doc to improve support efficiency. They hope to be considered for the job and look forward to the next interview round. Hi there, thanks for the opportunity for me to introduce myself. My name is Ruiwad Adloti. I'm a tech guru from Cape Town. I'm currently living in Hermannus. So my experience within technical support is actually, I can say, my life journey in summary because computers have been part of my life from a very young age. I used to, I remember I used to steal my dad's laptop when I was still in primary school just to be able to play a game of cards. So from there it was just from playing a game of cards to be able to type from a Word document and I typed documents for my dad and things like that. And I've always been the go-to person within my circle for any technical issues because I'm a problem solver by nature and I love also helping and assisting people. Professionally, I can say that I've volunteered. My career in support started when I was volunteering at St. Lulo, a local internet cafe within my community where I was helping people out with the basics of Word support, how to type a document when they're having problems with their Excel sheets and things like that. And then I had to, I was still in high school back then, so I started and then I had to study. I chose the field of web development. It was in IT and I fell in love with coding when I was doing CAT in high school. So it's something I pursued and then I worked as an intern as a web developer but quickly switched roles into desktop support due to the program not being able to keep us as interns. But that's a story for another day. I got into my role as a desktop support at Zoom Global where it was a setup office of about 90 employees where I had to make sure that each and every PC there is set up correctly, it's installed, it has all the apps and software that it's going to need for the person to be able to do their work proficiently. I was also the Office 365 admin, so I was responsible for people's password resettings and email configurations and things like that. And then that was a very fun year of my life and then from there I had an opportunity to work for FUSE Universal where I worked as a technical support agent supporting the FUSE Universal app. It's a learning management system where a lot of global companies are users and then my role was to actually assist the users to be able to navigate through the app swiftly, to be able to do the tasks that they need to do from being able to pulling out reports, from being able to creating content within the platform, to be able to do literally everything they need to do. And then I would escalate all the bugs that I needed to escalate to the dev team and since I had experience within web development, some of the issues, it would be very minor issues, then I would be able to step in and just fill that in quickly there for the dev team. And of course with their collaboration, yeah. And I'm very proactive working in a team and I know how to work as an individual also and I know how to manage myself. I think that's more than one minute, I know, but I need you to be able to know that I am able to do this job and you want to get having me on your team. I actually proved to be a benefit. I was mentioning how at Three Years Universal I was able to incorporate into the process of how we support people an FAQ collaboration doc that made it seamless for the support agent to be able to give more efficient responses because you'll find that most of the technical questions actually are things that have been asked before and you'll find that it's easier to have the answers just right next to you instead of having to always duplicate and replicate to actually find the same answer. But yeah, that's me in general and thank you for your time. I hope that you listen to all these voice notes and then I'll get to see you in the next round of the interview. Thank you.