Angie Ndlovu

• Managing daily Helpdesk Activities 
• Assisting the testing team for early detection of bugs on the application
• Process Improvement 
• Collaborate with department leads, process owners, business partners and application owners to ensure accurate first level IT support is rendered
  
• Performing Root Cause Analysis and appropriate remedial actions for critical/recurring support tickets, including feedback to Product Development Teams.
  

• Ensuring excellent customer support services through timely and professional communication that is underpinned by strong technical services.
• Ensuring SLA metrics are met through support ticket triage, prioritization, appropriate escalation, and customer service.
• Setting Support KPIs and monitoring performance of the support function.
• Implementing, documenting, and maintaining support workflows and knowledge base that serves the support team.
• Daily health checks with internal and external clients
• Change and Problem Management 

• Met strict SLAs and KPIs set by Mastercard St Louis HO and reviewed on a monthly basis
• Operations Management for Mastercard’s Financial Helpdesk (Account Payables and Travel &Expenses)
• Achieved a 95% CSAT and QC record
• Trend analysis Reporting using Remedy – daily reporting made available to St Louis
• People and workforce Management
• Relationship Building and Management
• Problem and RCA Management
• Software migration Support (technical support and training, presentations, demonstrations
• Special Achievements: Identifying a needs analysis in the Finance Helpdesk and proposing further training to address the pain points leading to overall improvement on CSI and QC

Managing 2 teams (Service Desk Team (12)  and Application Support Team). 

Driving FCR Focus and Project Management Duties

SLA Monitoring.

Overseeing the Telephony Team

Project Planning and management for tickets that require more than 4working days.

Ticket Cycle Management (quality).

People Management.

Reporting (SLA –weekly + monthly, trend analysis).

Special Achievements :

*  Windows 7 Upgrade in Call Centre - 100% achievement in 1 week on 500 users. (2016)

* Windows 10 Upgrade in the entire organisation - achieved 90% to date (using both SCCM and manual upgrades)

* Office 365 Migration = 80% completed to date over 6 months 

* FortiClient VPN Roll out = 92% completed to date over 1 month. 

* Printer Consolidation project - cut down printing costs by over 70% 

* Incentivised for achievements that received positive feedback. 

* Implemented the CSI and PSI (Positive Survey Index) strategies into the KPA and business

• Overlooking or managing 60 Service Desk Agents 24/7 while maintaining SLA targets 90% in 30sec (telephony) Queries Inbox SLA 90% SLA within 15minutes.
• Shift Roster Management
• SLA Monitoring.
• People Management.
• Weekly,Month End Reporting.
• Customer Relations Management and CSI improvement strategies

Special Achievements :Windows 7 upgrade project in the Eskom Environment (upgraded over 5000 machines using SCCM) – awarded RECOGNITION award for going the extra mile along with a Woolworths Store voucher.

• Technical Data Mining and solution design activities,
• Validate, test and approve knowledge proposals.
• Monthly reporting that identify SLA Achievement.
• Special Achievements – HP Service Manager 9 Migration from Cosima : single handedly migrated over 8 000 knowledge cases from Cosima to SM9.

• Managing 12 Service Desk Agents 24/7 for VIP Top 10 clients that contributed 60% + to the company’s revenue while maintaning SLA targets
• Shift Roster Management
• SLA Monitoring and FCR (First Call Resolution) focus
• People Management.
• Month End Reporting.
• Customer Relations Management.

Special Achievements : Awarded personality of the year 2010

• End to End Management of Incidents and Requests logged.
• Scheduling Engineers where tickets were escalated to
• Attempting FCR
• Documenting and sharing quick fixes .
• Special Achievements

Promoted to Team Leader position

• Managing a team of 10members, following up on complaints logged by clients  
• Maintaining Abandonment SLA.
• KPA alignment with role being managed.
• Signing off weekly time sheets
• Overtime management .

• Meeting target of daily pay out,offering best customer service to customers
• Capturing applications for personal loans.
• ITC and Affordability check up
• Escalating to other lines of business for different queries.

• Working for one of the biggest ICT companies in SA – offering Technical Support to an American company (www.aol.com) and worked for the largest Service Provider in SA (Vodacom) assisting users with mobile related queries.
• Email setup and technical queries
• Troubleshooting system and network problems
• Providing training to users in the use of the application