Thato Maseeme
Service Level Analyst
Roodepoort
Summary
Experienced Service Level Specialist with More than 8 years of experience in the Information Technology sector and 5 years experience in enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Level Analyst
NTT Data
08.2020 - Current
- Ensuring that our service level targets are met and maintained, including monitoring the Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and any underpinning contracts (UCs) and ensuring our adherence to these
- Analyzed operational improvements against KPIs to measure progress
- Maintained database systems to track and analyze operational data.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Collected, arranged, and input information into database system.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Developed effective improvement plans in alignment with goals and specifications.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments.
- Streamlined reporting processes, significantly reducing time required to generate insights.
- Improved team collaboration with implementation of new communication tools.
- Optimized operational efficiency by redesigning workflow processes.
- Enhanced report accuracy, conducting thorough data audits on regular basis.
- Influenced product development decisions by providing detailed market analysis reports.
LOGICAL SECURITY ADMINISTRATOR
NTT Data
10.2019 - Current
- Performed risk assessments for new technologies, ensuring their secure integration into the existing infrastructure.
- Monitored threat landscape trends continuously, adapting strategies accordingly to maintain robust defenses against emerging risks.
- Enhanced network security by implementing advanced intrusion detection systems and conducting regular vulnerability assessments.
- Developed comprehensive security plans for projects, ensuring compliance with industry standards and regulations.
- Ensured compliance with data privacy regulations by implementing strict controls over personal information storage and processing methods.
- Collaborated with cross-functional teams for efficient incident response management during security events.
- Maintained documentation of security procedures and protocols, enabling effective knowledge sharing among team members.
Access Management Administrator
Nedbank Limited
12.2018 - 10.2019
- DCHP: Troubleshoot and Monitoring DHCP
- Maintenance: maintain daily clean-ups, DHCP, CMS, TRM clean-up
- ATM configuration
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
Desktop Support Engineer
Gauteng Department of e- Government
10.2016 - 11.2018
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Monitored system performance to maintain system integrity.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Documented support interactions for future reference.
- Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Optimized PC performance through regular updates, patches, and system upgrades.
Education
National Certificate - Information Technology: System Support
Ekasi IT Solutions
Johannesburg, GPNational Diploma - Information Technology
Pc Training And Business College
Johannesburg, GP06-2016
Skills
- Microsoft office
- MS Excel
- Risk analysis
- Process improvements
- System analysis
- Data modeling
- ITIL
- Report preparation
- Root-cause analysis
- Compliance analysis
- Workflow Analysis
- Project management
- Time management
- Analytical thinking
- Regulatory compliance
- Business operations analysis
- Trend analysis
- Data integrity assurance
- Trend modeling
- Security solutions
Certification
- Azure Fundamentals
- Fundamentals of a Windows Server Infrastructure certified
- ITIL v4 Foundation
- Power BI – in process.
Disclaimer
I hereby declare that the above written are true to the best of my knowledge and belief.
Timeline
Service Level Analyst
NTT Data
08.2020 - Current
LOGICAL SECURITY ADMINISTRATOR
NTT Data
10.2019 - Current
Access Management Administrator
Nedbank Limited
12.2018 - 10.2019
Desktop Support Engineer
Gauteng Department of e- Government
10.2016 - 11.2018
National Certificate - Information Technology: System Support
Ekasi IT Solutions
National Diploma - Information Technology
Pc Training And Business College
Similar Profiles
Pankaj NathPankaj Nath
Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)
GAZI MAMOONUR ALAMGAZI MAMOONUR ALAM
SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)
Yashika SureshbabuYashika Sureshbabu
Service Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT DataService Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT Data
Sakhile MthembuSakhile Mthembu
Sales Specialist-Account manager at NTT DATA-Dimension DataSales Specialist-Account manager at NTT DATA-Dimension Data
JAN-HENDRIK BOSHOFFJAN-HENDRIK BOSHOFF
Snr Mechanical Engineer at Bond EquipmentSnr Mechanical Engineer at Bond Equipment