Devon Govender Email & Phone Number

South Africa

KwaZulu-Natal, South Africa

 Analysis and interpretation of SLA data; Identify, analyze, and interpret trends or patterns to provide ongoing reports as per clients’ requirements Evaluate performance against Service Level Agreements and Operational Level Agreements Collaborate with the Software Development team for system integration and dashboard reporting Collaborate with the.

Kwazulu Natal

• Proactively identify SLA trends that require intervention, and to ensure that the parties responsible for correctives are attending to the correctives timeously, to avoid SLA breaches.
• Oversee the Service Level Agreements and measure performance based on KPIs (Perform Root Cause Analysis and develop Service Improvement Plan for missed SLA)
• Develop weekly and monthly SLA Pack reports and Service Review Reports and present them to the client and internal stakeholders
• Identify issues and risks and relate results and insights to business users, and provide solutions
• Responsible for negotiating SLA agreements for incidents and service requests as per contract with the client
• Proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. My primary objective being to ensure zero missed service.

Durban

• Responsible to ensuring the IT Service Desk is manned and information is being reported accordingly
• Responsible for negotiating SLA agreements for incidents and service requests as per contract with the client
• Providing technical support, working to ensure all targets are met and reported to senior management
• Diagnosis of desktop, application, networking and infrastructure issues
• Administering the IT department's policies and procedures
• Installation and support of telecommunication equipment

Cais was taken over by Mars Technologies.We have now merged and become one in the same.

• Responsible for negotiating SLA agreements for incidents and service requests as per contract with the client
• Adding, Modifying users on Active Directory and Exchange, daily Server checks and Backups
• Installing wireless networks including 3G and VPN client
• Configuring TCP/IP settings, network printers and Faxes
• Remote desktop Support and Assistance via Telephone or remote tools
• Installing and Configuring Windows7, Windows XP, Office 2010 Installing printers, faxes, scanners, ups, hubs, switches, media

Education record

Senior Certificate, Senior Certificate