MAHLATSE MOREKU
Kempton Park
Summary
Detail-oriented IT Production Analyst with expertise in incident management and customer support. Analyzed production data to optimize workflows and enhance team training, facilitating clear communication with stakeholders. Committed to delivering effective solutions that align with organizational goals.
Overview
14
14
years of professional experience
Work History
IT Production Analyst
BMW ZA HUB
Pretoria
10.2020 - Current
- Provide Production Support (IT) for all BMW Plants outside of Germany
- Escalating and Monitoring of incidents P1/P2 to ensure they are resolved within SLA
- Logging of incidents on ITSM Next (ServiceNow)
- Pre-qualifying IT-incidents and classifying additional relationships
- Monitoring of IT system error messages and processing accordingly
- Creating User stories on JIRA
- Delivering operations support services
- Monitoring alerts on systems like Grafana, Prometheus, Splunk etc.
- Initiate the IT escalation process, when required
- Providing guidance to the escalation Management Team throughout the Incident management processes
- Serve as an 'Information channel' for Management and end-users
- Training content creation and training of new individuals within ZA Hub
- Plant Service reviews and handling of PBIs
- Monthly service reviews, weekly assigned back ticket analysis and weekly KPI checks
- Facilitated integration processes to enhance collaboration among cross-functional teams.
- Maintenance of IT Manuals and design updates
- Analyzed production data to identify trends and improve operational efficiency.
- Coordinated cross-functional teams to streamline production processes and enhance collaboration.
- Developed reports on production performance for management review and strategic planning.
- Assisted in implementing quality control measures to maintain product standards.
- Facilitated training sessions for staff on new production technologies and best practices.
Customer Service Agent
BMW SA
08.2018 - 09.2020
- Delivered efficient customer service levels through effective call management
- Handled a range of customer complaints
- Effectively manage contacts from start to finish with customers
- Maintained high client satisfaction levels throughout sales process, ensuring positive experiences before, during, and after purchase
- Established rapport with customers, fostering positive experiences and long-term relationships
- Building strong relationships with new clients through proactive outreach, enhancing customer loyalty
- Assisted new clients with the purchase of a vehicle.
- Performed regular outbound calls to maintain client engagement
- Understand the customers' unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction
- Contributed to organizational objectives by understanding and meeting individual targets.
- Achieved operational requirements and service delivery through effective time and attendance management
- Creating Motorplan quotations
- Providing Service History on vehicles
- Handled individual actions and delivered high-quality standards.
- Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
- Reason for leaving: Growth
Customer Service Agent
Mercedes-Benz South Africa Limited
03.2017 - 08.2018
- Delivered excellent customer service and enhanced ownership experience for clients.
- Resolved customer complaints efficiently, acting as a communication hub for internal and external stakeholders.
- Assisted customers with roadside assistance needs, coordinating effectively with towing service providers.
- Managed telephonic inquiries and addressed complaints on social media platforms.
- Acknowledged email complaints and provided timely solutions within four working days.
- Facilitated vehicle servicing at nearest dealerships for customer convenience.
- Arranged rental vehicles for customers requiring extended service beyond 48 hours.
- Reason for leaving: Growth
Customer Service Agent
McCarthy Call-a-car
08.2015 - 03.2017
- Resolving wide range of customer complaints
- Liaised with clients to ensure assistance received at dealerships
- Assisted sales executives in closing deals by providing customer insights
- Promoting new vehicles available at different dealerships
- Managed invoicing for finalized client agreements
- Captured customer data on excel invoicing sheet for accurate record-keeping
- Writing feedback on a weekly basis
- Reason for leaving: Growth
Service Desk Agent
Department of International Relations & Cooperation
07.2012 - 07.2013
- Delivered first-level support by resolving customer issues efficiently
- Responding in a timely manner to service issues and requests
- Provided technical support company-wide, both in-person and remotely
- Escalated unresolved queries to next level of support to ensure timely resolution
- Monitoring and maintaining computer systems and networks
- Installing and configuring computer hardware, software, systems, networks, printers and scanners
- Reason for leaving: Learnership contract expired
Education
Advanced Diploma - Information Resource Management
University Of South Africa
04-2027
Diploma - Information Technology
University Of South Africa
01-2024
Certificate - Information Technology NQF Level 04
Xtensive ICT Academy
12-2013
Matric -
Orhovelani High School
12-2010
Skills
- Incident management
- IT service management
- Technical troubleshooting
- System performance monitoring
- Data management
- Data analytics
- Business intelligence
- Disaster recovery planning
- Cloud computing
- DevOps practices
- Scripting languages
- Network monitoring
- System configuration
- Infrastructure support
- Process optimization
- Risk assessment strategies
- ITIL framework knowledge
- Time management
- Office administration
- Communication skills
- Support documentation creation
References
- Werner Boshoff, BMW ZA Hub, Team Leader, 0125224000
- Lehlogonolo Mosime, BMW SA, Manager, 0125224000
- Dineo Mashao, MBSA, Manager, 0826945462
- Hendrick Khoza, McCarthy Call-a-car, Mentor, 0860223344/0621778712
- Midah Maswikaneng, DIRCO, Project Manager, 0123511000
Timeline
IT Production Analyst
BMW ZA HUB
10.2020 - Current
Customer Service Agent
BMW SA
08.2018 - 09.2020
Customer Service Agent
Mercedes-Benz South Africa Limited
03.2017 - 08.2018
Customer Service Agent
McCarthy Call-a-car
08.2015 - 03.2017
Service Desk Agent
Department of International Relations & Cooperation
07.2012 - 07.2013
Advanced Diploma - Information Resource Management
University Of South Africa
Diploma - Information Technology
University Of South Africa
Certificate - Information Technology NQF Level 04
Xtensive ICT Academy
Matric -
Orhovelani High School