Anthea Sithole Email & Phone Number

South Africa

Ndabeni

IT Helpdesk and customer service professional for leading Internet Service Provider, Kibo Connect. My role was to be the first point of contact for our customers through a variety of communication channels with the aim to ensure excellent customer service.Key Responsibilities:• Analysis of all queries and correctly define as incident, service request or a reoccurring problem• To provide first level technical support relating to internet, voice and mail management queries• Service all customer enquiries, requests and incidents relating to fibre to the business (FTTB), business broadband (BB), business LTE failover solutions, fibre to the home (FTTH), xDSL and voice over IP (VOIP)• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles• Report to senior managers on any issue that could significantly impact the business• Communicate major outages to clients and manage supplier changes• Ensure the correct priorities are selected to ensure the correct SLA workflow is initiated

Bellville, Cape Town

•Manage the daily operations and people aspect of the Service Desk •Working with Incident Management Process Owner to plan / coordinate all process activities•Handling customer and management queries •Engage and work with other ITS departments to create and provide workable solutions to support business processes - effectively and efficiently.•Assist in ensuring business continuity through availability of supported applications.•Appointing people to the required roles.•Managing resources assigned to the Service Desk, including the team leaders•Managing Service Desk activities•Acting as an escalation point for the team leaders•Undertaking a wider Customer Services role•Reporting to senior managers on any issue that could significantly impact the business•Attend CAB meetings•Taking overall responsibility for service incident and request handling on the service desk. This could be expanded to any other activity taken on by the service desk e.g. monitoring certain event classes.•Monitoring and reporting on service desk performance•Identifying improvement opportunities at the service desk.•Making improvements to the service desk environment, functions, features, etc.

Bellville

•Provide a support and admin function to internal and external users of applications that are available on the Secure Services platform.•Provide critical input to ITS Management relating to Client concerns and queries.•Provide second level support for developed applications: SLO, VWP, MyLeads and SmartSMS. •Administrator and support specialist for external applications: Hertzner - FC mail and LiquidCloud Email.•Assist with and find resolutions of problems within the Secure Services supported applications.•Find solutions around technology based queries affecting the Secure Services web environment as well as .Mobi•Providing a quality of service that exceeds the expectations of internal and external clients.•Engage and work with other ITS departments to create and provide workable solutions to support business processes - effectively and efficiently.•Assist in ensuring business continuity through availability of supported applications.•Provide weekly and monthly reports and trend analysis relating to supported applications and impacts on our business users & clients.•Technical specialist wrt to projects affecting the Secure Services environment •End user testing coordinator and application tester•Providing process flows, procedures and activity matrixes within our support area as well as other departments.

Bellville

•Working with ESD Operations Service Owner and Incident Management Process Owners to plan / coordinate all process activities.•Planning and managing support for Request Fulfilment tools and processes•Coordinating interfaces between Request Fulfilment and other Service Management processes.•Handling customer and management concerns, requests, issues and enquiries.•Ensuring Request Fulfilment activities operate in line with service level targets.•Reviewing and analysing all Request Fulfilment reports to proactively seek improvements.•Overseeing actions to obtain feedback from customers on quality of Request Fulfilment activities.•Assisting with activities to appropriately identify needed staffing resource levels to handle demand for Request Fulfilment activities and services.•Maintaining the Request Fulfilment process and procedures.

Sandton, Johannesburg

To assist with the employing of new staff,To train or delegate experienced staff to train new employees,To mediate with regards to staff conflict (in the team or with senior management),To track staff attendance and leave schedules,To provide critical information with regards to staff performance/ progress to management,To monitor staff progress with regards to any measuring programs and documentation to assist HR in finalising dismissal of staff,Consolidate monthly team stats(productivity, attendance and telephone billing),Monitor team’s telephone cost’s,Network closely and liaise with Team Leader’s and LAN Administrators with regards to any queries or escalations relating to Business Related calls or Request’s for Services within the agreed upon SLA,Perform management duties in the absence of my manager,To liaise closely with management regarding any updates or changes needed to implemented within team,Review team stats and monthly performance,To ensure our department stays within the allocated budget,Monthly one-on-one reviews to evaluate performance,Perform team performance review, twice yearly,Negotiate individual staff ratings - which affects once yearly bonus and increases,To perform and execute request for services to all branches and campus environments, To distribute Request for Services within team and ensure SLA is achieved as agreed upon between the EUC department and the Business,To continuously monitor and escalate business related and request for service calls which is executed using remote software tools to meet SLA’s,To assist team with the execution of request for service calls when there are outages,Execute and delegate failed distribution of software queries to pc’s by the EUC Distribution department,Assist with IT related projects,To provide Corporate Saver support to external clients,To provide Remote support(both hardware & software)to all branches and campus sites within Nedbank Ltd and Old Mutual Bank

Cape Town

• Call logging i.e. phones, e-mail, walk-ins• Creation of users: Heat, Progress, NT, Exchange• H/W and S/W user support• Rolling out pc’s to the business• Installation of Software• Security Administrator o Creation, amendments and deletion of staff o Creation and deletion for Remote Access within NIB using RSA tokenso Trouble shooting errors o Permission to serverso NT/Progress password’so Deletion of users• Systems Administrator o Heato Genieo Citrix Programme Neighbourhood• Mail Administrator o Managing mailboxeso Creation of distribution lists on the exchange servero Creation of external recipients on the exchange servero Activating email forwarding on the exchange server• Outages• Training users• Administrative Worko Outlook maintenanceo IT Project Managemento Relocation of NIB userso Systems Management Server Supporto Monitor and Update Server and System passwords into a Security passwords databaseo Monitor Mimesweeper (Email monitoring application)• Telephone Services (via Siemens Hicom)o Issuing users with Extension numberso Issuing/Changing barring levelso Issuing/Changing pin numberso Activating and Deactivating a extensiono Liasing with CCI, Siemens, Telkom & Atio• Issuing voicemail boxes to Clients

Cape Town

• Setting up meetings for projects• Taking meeting minutes• Arrange necessary documentation• Liaise with clients on all necessary requirements for the project• Set up Dashboards via the POT application• Running Timecap reports• Filing all project related work with the Project Support Office

Cape Town

• Managing the Cape Town branch• Training the IDCS Diploma Course: Unit 1(BCP), Unit 2 (Programming), Unit 4 (HCOMMS), Unit 5 (BSYSTEMS)• Training the Entry Level COBOL Course • Doing Student Appraisals• Checking on financial status of course fees• Doing company budgets• Setting up placement arrangements for students (including relationship management between client and placed student)• Arranging cv’s for Head Office• Registering students for external exams• Handling any student queries

Cape Town

• Development for period of 1year• Investigating/Feasibility Studies of future & current projects• Scope of projects• Project Plan & Life Cycle• Setting up a project team• A new section namely Logistics: • Responsible for Asset Management• Managing Change Management• Responsible for Weekly & Monthly Graphs• Responsible for Spoornet (Client) Graphs• Responsible for sending faults/rfs’s inf. out to management• Ensuring Transtel Account is accurate

Management Development Programme, Leadership Skills

Entry Level Programming Certificate, Development, Certified Users Council Certificate (Entry Level Programming)

COBOL Practical (PRA12) COBOL Language Theory (COB01) Concepts of Data Processing (CDP) Program Design (PGT01)

Senior Certificate, Business And Economics, 12

Activities and Societies: Hockey