Ishvin Nana
Agent: Incident Management
Johannesburg
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure Escalation Manager/ Incident Team Lead position. Ready to help team achieve company goals.
Overview
37
37
years of professional experience
1
1
year of post-secondary education
6
6
Certifications
1
1
Language
Work History
Incident Management Agent
Altron Systems Integration | Standard Bank
10.2022 - Current
- Create weekly reports for various clients
- Generate month-end MIM (Major Incident Management) reports for all clients
- Conduct weekly business reviews for the Major Incident Management Team
- Manage P1 and P2 incidents under service level agreements
- Initiate war rooms in the event of major outages
- Communicate regularly and effectively with clients using the MIM communication template
- Compile and share all incident reports with Problem Management upon resolution
- Follow up with vendors for updates and root cause analysis
- Administer incident reports, including attaching P2 PDF incident reports to Helix and adding them to the MIM shared folder on Teams
- Administer MIM Tracker, emails, efficiency reports, Teams, WhatsApp, and other administrative tasks
- Address ad hoc requests from line managers and service delivery managers
- Perform standby duties for Major Incident Management
- Attend various operational meetings.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions
Major Incident Team Lead
Altron Systems Integration | Standard Bank
05.2021 - 05.2022
- Headed the Major Incident Management Team, overseeing team performance and client communication
- Managed the management of P1 and P2 incidents under service level agreements, initiating war rooms during significant outages
- Executed the creation of incident and root cause analysis reports
- Retrenched from June 2022 to Sept 2022.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations
- Managed schedules, accepted time off requests and found coverage for short shifts
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Coached team members in techniques necessary to complete job tasks
- Developed monthly and daily production output plans to deliver on customer service and financial metrics
- Built strong relationships with customers through positive attitude and attentive response
- Supervised team members to confirm compliance with set procedures and quality requirements
- Worked with team to identify areas of improvement and devised solutions based on findings
Escalations Team Lead
Altron Systems Integration | Standard Bank
12.2019 - 04.2021
- Managed the escalation team, collaborating with other business areas to reduce incidents and mitigate escalations
- Worked closely with developers and MIS teams to enhance the escalation portal and ensure client reports were provided
- Managed a team of five individuals, ensuring daily performance and goal achievement.
Escalations Manager
Standard Bank
08.2016 - 11.2019
- Managed the escalation team, working with vendors and internal support areas to reduce escalations and improve response times
- Collaborated with other business units to mitigate escalations and improve incidents
- Worked closely with developers and MIS teams to enhance the escalation portal and ensure client reports were provided
- Managed a team of five individuals, ensuring daily performance and goal achievement.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency
- Fostered a culture of continuous improvement within the escalations team by conducting regular reviews and providing constructive feedback on individual performances
- Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible
- Streamlined escalation processes for quicker issue resolution and improved customer experience
- Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders
- Created detailed reports on escalated cases to identify trends and areas for improvement
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores
- Escalated customer issues to management for appropriate action to be taken
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Established team priorities, maintained schedules and monitored performance
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
Onsite Desktop Support Manager
Standard Bank
09.2011 - 08.2016
- Manage the Platinum Support Team to ensure that deliverables are met and ensure that the delivery of service is aligned with business expectations and SLAs
- Engage with various key stakeholders within the Group to support and maintain onsite assistance (Directors, Exco Directors, GLC, OSS, GOSS, CCC, Private Clients, and the Regions)
- Monitor and resolve incidents by channelling incidents to appropriate functions
- Provide technical resolutions to clients using the systems within the IT framework
- Manage and support direct reports, teams, and business units to ensure that standard processes are maintained
- Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Manage the quality and productivity of the team
- Draw up the standby roster and ensure that this is done in advance so that the team is aware of their standby dates
- Ensure that daily activity, tasks, and system status information are maintained for reporting purposes
- Engaged with service providers in terms of service levels and delivery schedules
- Monitored resolution times, and performance contracts to ensure appropriate action and adhere to SLAs
- Managed a team of sixteen people who were based in the region, GLC Rosebank
- CVOP, private clients, and Head Office.
- Mentored junior staff members in advanced troubleshooting methods and industry best practices for desktop support management
- Managed a team of desktop support technicians, fostering a collaborative work environment
- Maintained high levels of user satisfaction by consistently meeting and exceeding established service level agreements for desktop support services
Desktop Support Engineer
Standard Bank
09.2008 - 08.2011
- Provide technical support to Standard Bank staff in the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines
- Apply operating system updates, patches, and configuration changes to ensure system security and stability
- Install and configure new hardware and software to meet business requirements
- Manage the Platinum Support team to ensure timely deliverables
- Resolve technical issues via email, phone, and other electronic mediums for all systems used within Standard Bank IT framework
- Configure software to connect to Internet application servers
- Identify and correct or advise on operational issues in client computer systems
- Perform desktop maintenance and resolve problems, including printer, desktop & laptop maintenance
- Collaborate with Help Desk and Network Operations staff to determine and resolve user-reported problems
- Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Managed user accounts and reset passwords on Active Directory
- Troubleshoot reported problems and answer technical queries
- Ensure connectivity and compatibility between systems by collaborating with other technical staff
- Team Leader and Platinum Support to directors and EXCO directors.
Onsite Hardware Support
Standard Bank via Bytes Technologies
08.2004 - 08.2008
- Coordinate personal computer hardware and software troubleshooting, installation, repair, problem diagnosis, and implementation
- Assisted users in the processes, by which requests, and inquiries related to personal computing – were prioritized and resolved
- Received calls for assistance, installations, and general maintenance, logged calls, and implemented appropriate action to ensure a satisfactory response with acceptable time frames for the user base
- Installed, tested, and maintained a variety of personal computing and network hardware and software systems
- Perform diagnostic tests, and modify, or repair hardware to the board or component level
- Provided support to a diverse user base, which included senior management and administrative staff, in the proper application of existing or new personal computer software and hardware systems
- Maintained a high level of personal computer knowledge and assisted in the recommendation processes for personal computing hardware and software systems
- Interfaced with vendors to establish and maintain a source of hardware systems, components, parts, and peripheral devices, and problem resolution
- Ensured that a complete inventory of supplies and parts was maintained and that all shortages were ordered promptly.
Logistics Coordinator
CS Holdings
01.2001 - 01.2004
- Provided field delivery and logistical support, maintained stock levels, and transferred stock to national and repair stores
- Generated consumables reports, handled stock adjustments, and performed year-end stock take.
- Conducted regular audits of warehouse operations to maintain quality standards and minimize errors or inefficiencies
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts
Field Service Manager
Getronics
01.1999 - 01.2001
- Managed a team of field engineers to ensure high productivity, discipline, training, technical support, and monthly engineers meetings were achieved
- Managed administration and knowledge of Service Level Agreements (SLAs) to meet and exceed customer expectations
- Maintained customer relations to ensure customer satisfaction.
- Led team of up to six service technicians in field activities
Field Service Engineer
Getronics
01.1996 - 01.1999
- Performed maintenance on Compaq PCs, Canon Printers, Digital Equipment Terminals, and Dot Matrix Printers
- Maintained equipment and contract for Nedcor Bank to ensure optimal performance and minimal downtime.
- Investigated and troubleshot between 35 - 40 product service issues weekly
- Managed inventory effectively, ensuring timely procurement of parts to avoid delays in servicing critical machinery
- Implemented process improvements that optimized repair times, leading to reduced costs and increased customer satisfaction
- Improved equipment reliability by conducting thorough field service repairs and maintenance tasks
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues
- Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues
General Manager
Jadi Cash Store
01.1992 - 01.1996
- Managed family business.
Field Engineer
Olivetti City West
01.1987 - 01.1992
- My expertise includes repairing Point of Sale machines, electronic typewriters, and word processors
- Maintained Post Office, Nedbank, and Trust bank equipment.
Education
High School Diploma -
M.H. Joosub Technical High School
Lenasia; South Africa 01.1986 - 12.1986
Skills
Industry Expertise
Documenting information
Customer Complaint Resolution
Technical Support
Call Management
Relationship Building
Customer service abilities
Information documentation
Positive Attitude
Polite communication skills
Customer service and care
Availability
Month Notice
Additional Certificates Courses Training
- 2023, Impactful, ITIL4 Foundation Certified
- 2019, Standard Bank Global Leadership Centre, Junior Manager
- 2019, Management Essential for Line Managers
- 2018, Assertive Skills
- 2018, Leadercast
- 2018, Perform to grow Coaching Skills
- 2017, Collaborative Intelligence
- 2017, Paths of Excellence Leadership Program
- 2017, Perform to Grow
- 2016, Team Leader Program
- 2012, Morvest Professional Services – Foster Melliar, IT Service Management ITIL Foundation
- 2011, Standard Bank Global Leadership Centre, Foundation Leadership Programme
- 2010, Symantec, Symantec Enterprise Vault 8.0 for Exchange
- 2010, UNISA, Project Management in an IT Environment
- 2008, Torque IT, MCSE
- 1999, Computer Technology Industry Association, A+ Core Service Technician
- 1996, Compaq, MS Windows Service Technician
- 1991, Olivetti, Compaq Service Certification
- 1990, PC Basic Concept and PC HardwareWord Processor Equipment Training
- 1987, Omnitech Institute, Basic Electronics
Motivation
With a tenure of 16 years at Standard Bank, I progressed from a Hardware Support Engineer to leading the Escalations Team, allowing me to develop my capabilities for cross-functional collaboration within the organization. This experience enabled me to transition into a managerial role and cultivate the necessary skills for effective leadership. My career goals are focused on continuing to work within the development space, where I can apply my management expertise to exceed expectations. As a motivated and career-oriented individual, I possess the essential qualities to operate effectively within a professional environment. I enjoy working with others and embrace challenges and responsibilities with enthusiasm, viewing them as opportunities to showcase my determination and positive attitude. My unwavering optimism and positive mindset remain key factors in achieving success and driving outstanding achievements.
Personal Information
- Ethnicity: Indian
- Gender: Male
- Nationality: South African
Accomplishments
- Supervised team of 12 staff members.
Certification
ITIL4 Foundation Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
ITIL4 Foundation Certified
10-2023
Certified Incident Management, Altron Systems Integration - 1 year 4 months
10-2022
Incident Management Agent
Altron Systems Integration | Standard Bank
10.2022 - Current
Major Incident Team Lead
Altron Systems Integration | Standard Bank
05.2021 - 05.2022
Escalations Team Lead
Altron Systems Integration | Standard Bank
12.2019 - 04.2021
Management Certificates
06-2019
Escalations Manager
Standard Bank
08.2016 - 11.2019
Onsite Desktop Support Manager
Standard Bank
09.2011 - 08.2016
Project Management in an IT Environment
10-2010
Desktop Support Engineer
Standard Bank
09.2008 - 08.2011
Onsite Hardware Support
Standard Bank via Bytes Technologies
08.2004 - 08.2008
Logistics Coordinator
CS Holdings
01.2001 - 01.2004
A+ Core Service Technician
08-1999
Field Service Manager
Getronics
01.1999 - 01.2001
Field Service Engineer
Getronics
01.1996 - 01.1999
General Manager
Jadi Cash Store
01.1992 - 01.1996
Basic Electronics
10-1987
Field Engineer
Olivetti City West
01.1987 - 01.1992
High School Diploma -
M.H. Joosub Technical High School
01.1986 - 12.1986