Account Manager

• Jul 2019 - Present

Service Delivery Manager

• Jul 2015 - Jul 2019

To retain customers and maintain client satisfaction by monitoring and managing the delivery of consistent continuous quality service in accordance with the services, products and SLA committed to the customer. Ensuring Delivery of the agreed services in terms of the agreement with the customer. Ensuring effective implementation and delivery of Services To retain customers and maintain client satisfaction by monitoring and managing the delivery of consistent continuous quality service in accordance with the services, products and SLA committed to the customer. Ensuring Delivery of the agreed services in terms of the agreement with the customer. Ensuring effective implementation and delivery of Services

Services Coordinator

• Oct 2013 - Jul 2015

• Incident Management • Manage the ICT Service on a contractual level in line with agreed SLA Skills Acquired:• Effective call management• Reporting• Trending• Creating process• Aligning services to the ITIL procedures• Ability to work in Problem Management and Change Management departments.• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.• Compiling reports and IAR’s• Customer Service• An awareness of multiple environments.• Ability to work in Problem Management and Change Management departments.• Attending CAB Meetings.• Assistance in completing projects.• Liaising with Quality management.• Interacting with Problem Management to decrease recurring incidents.• Ability to develop long-term trusting relationships with Customers, suppliers, and key stakeholders.• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.• Attending client Service Review Meetings.• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.• Compiling reports and IAR’s Show less

Service Desk Agent

• Mar 2012 - Dec 2014

Skills Acquired:• Ensuring 1st line diagnostics have been completed to ensure customer satisfaction.• Solid communication skills and excellent interpersonal skills.• Impeccable problem solving skills.• An ability to compile work instructions and processes.• The ability to express ideas in a clear and concise manner.• Analytical thinking.• Successfully training agents to configure new users remotely as well to create Fax to Email and on Anzio.• Obtaining knowledge and assisting in Change Management.• Obtaining training in Problem Management.Applications used to complete daily tasks:• ITSM 7 / Remedy ( Call logging application )• Ignite• Mitel• Budinet• Mainframe • Anzio ( Creating users as well as resetting passwords )• Windows 7 & 8• MS Word and OutlookRoles and Responsibilities :• Provide support for Rainbow Chicken farms, Budget Rent a car, Vector Logistics of any desktop issues.• Provide 1st level Windows trouble shooting for Tongaat Hullet Shell & BP, and Natal Portland Cement.• Reset Windows passwords, SAP logon passwords, Bestimes passwords on Active Directory Server 2008.• Basic knowledge of Active Directory (Check users, Computers, Printers, move users and computers to right group)• Log calls sent via emails and phone on ITSM 7.• Create users on Anzio.• Create and send System Advisories. Show less