Experience

City of Cape Town

• South Africa
• Government Administration
• 700 & Above Employee

• IT Support Engineer

  • Nov 2019 - Present



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• 1st Line Analyst

  • Jul 2012 - Present

• Knowledge Editor

  • Apr 2015 - Present

  • Review and Maintenance of the knowledgebase (70%); including but not limited to the following activities • Managed up to 5000 knowledge articles held within the shared service tooling suite in line with Company PRS processes and deliver against the PRS documented Service Level Agreements for knowledge management.• Provide standard reporting on a monthly basis to your primary and secondary client portfolio.• Maintain the knowledgebase and knowledge customer user guides, as required • Research and identification of future potential opportunities for Knowledge Management, using available resources • Keep up to date on all relevant developments within the client services and technologies, to ensure the knowledgebase provides the best possible knowledge capability to knowledge users • Work with the service delivery teams to encourage and develop their proactive involvement in the creation and update of knowledge articles • Work with teams to encourage and develop their proactive involvement in the creation and update of knowledge articles. • Provide training on the use of the knowledgebase to knowledge users.



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• 1st Line Analyst

  • 2012 - 2012



T-Systems International

• Germany
• IT Services and IT Consulting
• 700 & Above Employee

• Service Desk Quality and coach analyst

  • May 2008 - Sep 2011

  • Management of the Quality Department at a specific division by leading and guiding a team• Responsible for the Quality Management System (Verint Impact 360)• Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications.• Ensure that customer requirements and expectations are adhered to.• Ensure the quality level of products in accordance with high company standards.• Ensure that corrective action is taken and that deviations are reported. • Record, analyze and distributor quality related statistical information.• Determine training needs of quality and production departments.• Conducting the required training.

• SERVICE DESK AGENT – T-SYSTEMS (OLD MUTUAL ACCOUNT)

  • Sep 2009 - Sep 2010

  • Responsible for the development, maintenance and education/training of the IT Service Management (ITSM) processes, standards and procedures.• Uses the ITSM system to ensure tickets are being work-flowed, according to standard process, procedures and policies. As well as ensuring delivery is in accordance with the service delivery agreements• Uses the ITSM system to identify teams requiring assistance, motivation, education.• Uses the ITSM system and process to oversee or manage significant outages.• Manages escalations and complaint of poor service until final resolution.• Uses the ITSM system and process to identify process, people, technology improvements within ITSM end to end management (Service Improvement Initiatives)• Uses the ITSM system to produce Standard and Adhoc Reports for identified customers and clients• Audits the processes to identify new areas for maturing of Service Management• Responsible for providing oversight, guidance, assistance and possible adhoc back filling, within the Cross Functional Service Tower.• Responsible for ensuring the development of fixes and/or enhancement to the ITSM System and the implementation thereof, follows the Standard Change Process and Procedures.• Responsible for maintaining a positive collaboration between all the ITSM processes. (Service Desk, Aggregation, Configuration, Incident, Request, Problem, Change, Security, Service Level Management, Customer Engagement, Service Catalogue)• Assisting and guiding Projects who have new or amended IT Services into the ITSM system and enabling new roles within Towers where required.



CSC

• Cape Town Area, South Africa

• Service Desk Analyst

  • Aug 2007 - Apr 2008

  Logging Incidents on AHD, then USP (call logging tools) Checking for quality when logging tickets Providing feedback to clients on progress of call Assigning calls to correct resolver groups (Desktop, Network, Email, etc) Liaising with resolver groups and vendors when client needs update Logging calls coming through via CSC Service Desk Mailbox to correct resolver group/team Unlocking NT passwords Resetting passwords Logging Incidents on AHD, then USP (call logging tools) Checking for quality when logging tickets Providing feedback to clients on progress of call Assigning calls to correct resolver groups (Desktop, Network, Email, etc) Liaising with resolver groups and vendors when client needs update Logging calls coming through via CSC Service Desk Mailbox to correct resolver group/team Unlocking NT passwords Resetting passwords



Old Mutual South Africa

• South Africa
• Financial Services
• 700 & Above Employee

• Junior IT Analyst

  • Dec 2006 - Aug 2007

  • Supporting the running of production • Monitoring the equipment by means of asset counting of each and every computer in the call Centre • Escalating calls • Investigating problems and liaising with other department • Supporting the running of production • Monitoring the equipment by means of asset counting of each and every computer in the call Centre • Escalating calls • Investigating problems and liaising with other department



Old Mutual

• Junior IT Analyst

  • Dec 2006 - Aug 2007