Katrina Matshadi Davids
Johannesburg
Summary
Experienced IT Service Delivery Professional with 10+ years of expertise in exceptional IT customer service, team management, and process improvement. Dedicated Cloud Engineering Specialist with 1+ years of successful hands-on experience in executing cloud migration projects and managing cloud environments. Demonstrated ability to deliver high-quality solutions, optimize operational efficiency, and seamlessly integrate cloud technologies.
Overview
15
15
years of professional experience
Work History
Cloud Engineering (Acting)
African Bank
12.2023 - Current
- Developed and implemented strategies to optimize AWS Auto Scaling, ensuring efficient resource allocation and cost management.
- Contributed to the successful migration of 40+ workloads to the cloud.
- Played a key role in implementing the Cloud Adoption Framework for seamless cloud transitions.
- Assisted in setting up AWS Control Tower to enable effective governance and management of cloud infrastructure.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved problems, improved operations and provided exceptional service.
- Established strong relationships with key stakeholders to ensure that cloud initiatives were aligned with broader organizational goals and priorities.
- Actively participated in high-stakes negotiations that resulted in beneficial partnerships and collaborations.
- Engaged in continuous process improvement efforts that led to more efficient workflows saving both time and resources.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
IT SERVICE DESK TEAM LEADER
African Bank
10.2017 - 11.2023
- Manage adherence of agreed SLA with regards to: Average hold time, abandonment rate, talk time and calls logged
- Identify any major issues that may result in huge influx of calls and escalate to relevant IT teams
- Attend and resolve to all issues escalated by Service Desk Analysts
- Analyze Consultant's performance against KRA indicators
- Identify training needs and coaching opportunities
- Plan, organize and control team operation
- Cooperate with team members to develop and implement effective solutions
- Investigate and troubleshot problems swiftly and improved functionality.
- Resolved conflicts among team members promptly, maintaining harmonious working environment conducive to productivity.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
IT SERVICE DESK ANALYST
African Bank
01.2012 - 09.2017
- Logged and resolved 40+ IT support incidents each day with efficiency and superior customer service
- Provided 1st line technical support for company applications and platforms across organization
- Provided excellent customer service by troubleshooting and resolving IT support incidents within agreed timeframes
- Ensuring necessary escalation is executed.
IT TRAINEE
Office Of The Premier
06.2010 - 01.2011
- LAN and desktop support
Education
MBA - Business
Regent Business School
05.2024
POST GRADUATE DIPLOMA IN PROJECT MANAGEMENT - PROJECT MANAGEMENT
Regent Business School
05.2022
ITIL 4 Foundation - IT
Foster-Melliar Learning Solutions | ISolve, Johann
09.2019
NATIONAL CERTIFICATE IN GENERIC MANAGEMENT :CUSTOM - CUSTOMER MANAGEMENT
Bank Seta
10.2018
HDI SUPORT CENTER ANALYST CERTIFICATE - IT
Foster Melliar
12.2016
National Diploma - Information Technology
Tshwane University Of Technology
Pretoria04-2014
High School Diploma -
Radikgomo High School
12.2004
Skills
- IT Service Delivery
- Team Management
- Process Improvement
- Cloud Migration & Management
- AWS Auto Scaling Optimization
- Cost Efficiency Strategies
- Cloud Adoption Framework Implementation
- AWS Control Tower Setup & Governance
- Cloud Infrastructure Governance
Timeline
Cloud Engineering (Acting)
African Bank
12.2023 - Current
IT SERVICE DESK TEAM LEADER
African Bank
10.2017 - 11.2023
IT SERVICE DESK ANALYST
African Bank
01.2012 - 09.2017
IT TRAINEE
Office Of The Premier
06.2010 - 01.2011
POST GRADUATE DIPLOMA IN PROJECT MANAGEMENT - PROJECT MANAGEMENT
Regent Business School
ITIL 4 Foundation - IT
Foster-Melliar Learning Solutions | ISolve, Johann
NATIONAL CERTIFICATE IN GENERIC MANAGEMENT :CUSTOM - CUSTOMER MANAGEMENT
Bank Seta
HDI SUPORT CENTER ANALYST CERTIFICATE - IT
Foster Melliar
High School Diploma -
Radikgomo High School
MBA - Business
Regent Business School
National Diploma - Information Technology
Tshwane University Of Technology
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