IT & Communications Networks
Client Services & Escalations Manager, Axxess
Eleven years across first-line support, hosting infrastructure and network operations, now responsible for how Axxess resolves its hardest client escalations.
About
My background is in IT and communications networks. I've spent my career on the side of the industry where connectivity actually reaches people: fixing it when it breaks, hosting it when it grows, and managing it when things go wrong. That path took me from hands-on support work into leading teams, and now into owning the client relationship itself.
There's room here for more of your story: what drives you, and what you're looking for next.
Career path
First-line support for WNS clients: diagnosing connectivity faults, hardware issues and software problems under tight resolution targets.
Continued first-line support at Axxess, handling connectivity faults, hardware issues and software problems for a larger client base.
Moved into hosting infrastructure, managing servers, domains, DNS and uptime for a growing base of hosted clients.
Took ownership of a support team: mentoring technicians, owning escalation paths and tightening SLA performance.
Owned the relationship between the business and its clients, resolving critical escalations and shaping how support scales.
Handled hosting support for Afrihost clients, covering server, domain and uptime issues day to day.
Returned to Axxess to own client escalations again, now shaping how the wider support team handles its hardest cases.
Skills
This is where escalation case studies, team wins or side projects can live once you're ready to add them.
Contact
Open to conversations about client services, technical leadership and network operations roles. My inbox is open.