Donavan Swart Email & Phone Number

Cape Town

To log incidents with accuracy & quality information for:1) Quality service delivery2) Meaningful stats & reports can be drawn3) 2nd Line support team & 3rd party co-ordinator have sufficient data to diagnose and resolve the incident with no unnecessary delays4) To diagnose incidents accurately to quickly establish whether first line resolution can be offered or whether it needs to be escalated to the relevant 2nd/3rd line support5) To maintain a sense of ownership of incidents from logging to resolution, escalating where required6) To ensure incidents are resolved & executed in accordance with SLA 7) Provide excellent Customer Service which entails active listening & good communication skills.8) To display a high sense of customer centricity & be team driven9) Follow up with stakeholders ensuring satisfactory & friendly service delivery by SAP SC10) Assist colleagues with workload... when requiredAttain a 90% compliance rating to Audit Controls1) Ensure correct authorized approvals are attached to incidents for password resets.2) Ensure correct authorized approvals & necessary documentation are attached to incidents for SAP user access, role amendments/changes3) Ensure correct process is followed, i.e. user training prior to SAP user access or role assignment with correct authorized & necessary documentation attached to incidents4) Ensure stakeholders implement & comply with the audit controls

My duties consisted of the following;SAP:Capturing new addressesExtending existing addressesCorrecting spelling mistakes on existing addressesAll above mentioned duties are deld with within the Cape Town branch as well as all request which I receive from all the other branches across South Africa (Requests received via email)Master Data Team:As part of our data team(4) we do all the research for various departments for:Address CleansingExtending of the NAD (National Address Data Base)As well as training and leading a team of 15.

Ba Socio-Informatics, Socio-Informatics, Geography

Activities and Societies: Teachers Assistant 2011 I did not complete my Degree yet, I did finish the majority of my Subjects (degree)..

Senior Certificate