Katrina Matshadi Davids
Information Technology
Johannesburg
Summary
Seasoned IT Service Delivery enthusiast offering a decade of experience in IT customer service, team management and process improvement. Developed comprehensive strategies for leveraging AWS Auto Scaling, ensuring optimal resource allocation and cost efficiency. Comfortable working in high-pressure, deadline-driven environments
Overview
14
14
years of professional experience
Work History
AWS Cloud Strategies (Secondment)
African Bank
Johannesburg
12.2023 - Current
- Developed comprehensive strategies for leveraging AWS Auto Scaling, ensuring optimal resource allocation and cost efficiency during periods of high demand.
- Actively participated in setting up new AWS Control Tower to for enhanced governance and centralized management.
- Manage IAM roles, policies, and users to understand access control.
- Performing comprehensive Well-Architected review for accounts to identify areas of improvement and ensure adherence to best practices, maximizing performance, security, and cost optimization.
- 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.
IT SERVICE DESK TEAM LEADER
African Bank
Johannesburg
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
Johannesburg
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
Polokwane
06.2010 - 01.2011
- LAN and desktop support
Education
MBA - Business
Regent Business School
Durban 04.2001 - 2019.05
POST GRADUATE DIPLOMA IN PROJECT MANAGEMENT - PROJECT MANAGEMENT
Regent Business School
05.2022
NATIONAL CERTIFICATE IN GENERIC MANAGEMENT :CUSTOM - CUSTOMER MANAGEMENT
Bank Seta
10.2018
NATIONAL DIPLOMA IN INFORMATION TECHNOLOGY - undefined
Tshwane University of Technology
ITIL 4 Foundation - IT
Foster-Melliar Learning Solutions | ISolve, Johann
09.2019
HDI SUPORT CENTER ANALYST CERTIFICATE - IT
Foster Melliar
Johannesburg 04.2001 -
High School Diploma -
Radikgomo High School
Polokwane, South Africa 04.2001 -
Skills
Effective Communication
undefinedTimeline
AWS Cloud Strategies (Secondment)
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
MBA - Business
Regent Business School
04.2001 - 2019.05
HDI SUPORT CENTER ANALYST CERTIFICATE - IT
Foster Melliar
04.2001 -
High School Diploma -
Radikgomo High School
04.2001 -
POST GRADUATE DIPLOMA IN PROJECT MANAGEMENT - PROJECT MANAGEMENT
Regent Business School
NATIONAL CERTIFICATE IN GENERIC MANAGEMENT :CUSTOM - CUSTOMER MANAGEMENT
Bank Seta
NATIONAL DIPLOMA IN INFORMATION TECHNOLOGY - undefined
Tshwane University of Technology
ITIL 4 Foundation - IT
Foster-Melliar Learning Solutions | ISolve, Johann
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