Mathew Riddle Email and Phone Number

Duties and Responsibilities:Advice & Guidance • Floor walking • Mitigations for failed SLAs and reporting• Meetings - Governance Call• Verint - Quality • Queue Management• Schedule Adherence• Daily team Huddle• Daily Check-in with Delivery Leadership• Daily Stats• Investigations• Daily Report Checks (TPI/DOR)• Leave management.• Delivery Leadership Escalation Point• Enquiries Mailbox• FCF Reporting and analysis.• CSAT Governance• Delivery Leadership Escalation Point • 1:1 – Individual employees• Service Improvements (CSIP) - Identify/Plan/Follow up/Implement.• Knowledge Associations• FCF Reporting and analysis.

Responsibilities of the Role:- ADHOC work from Managers- Providing Experienced Knowledge to Service Desk.- Managing influx of tickets with in estate.- Developing creative solutions to aged incidents.- Provide training to onboarding staff.- Created and Maintained SharePoint site for central point of communication, training and important notices.- Managing Requests in estate.- Automating day to day tasks to eliminate administration on the desk.- Managing Third Parties for CC incidents.- Progressing Aged tickets with resolver teams and coordinating resolvers.- Improving client journey from logging requests/incidents to resolution.- Resolving high priority incidents with high SLA times.

Responsibilities of Role :- OOH Shared Desk is a much larger desk to handle Out of Hour Support for multiple Clients.- Taking contacts via Chats, Calls and Emails.- Effective First Line troubleshooting.- Logging incidents to resolvers.- Managing personal Queue by progressing tickets.- Working on Queue Management and progressing tickets.- Managing Third Parties for CC incidents.- Aiding colleagues and supported New Starters.- ADHOC work from Managers.- Created and Developed OOH Shared Webpage to assist colleague with finding document process faster.

Responsibilities of Role :- Taking contacts via Chats, Calls and Emails.- Effective First Line troubleshooting.- Logging incidents to resolvers.- Managing personal Queue by progressing tickets.- Working on Queue Management and progressing tickets.- Managing Third Parties for CC incidents.- Aiding colleagues and supported New Starters.- Assisted in New Starter Training.- ADHOC work from Managers.

Responsibilities of Role :- Completed the Internship at Sintrex Integration and became a permanent employee.- Monitored the Network for Fault and Performance Alarms.- Addition of New Sites into the system.- Configuration of server to allow Sintrex's Monitoring systems to retrieve Information.- Performing Health Checks on our CMDB.- Troubleshooting on errors found.- Creating reports on Servers and Workstations on client request.- Configuring Windows Servers.- Configuring Linux Servers.

Achievements : Sintrex Services Internship Programme (2019)Sintelligent Administrator (2019)Responsibilities of Internship :- Internship Program 6 months of study and 6 months of Practical Workplace Experience.- Learned from IT professionals how to meet the support needs of a fast-paced technology company serving clients around Cape Town.- Learned a lot of IT Skills on this internship examples are Linux CLI and Operating Systems Server and - -- -- Desktop, Windows Server 2016, EXCEL, CISCO, Red Hat.- Completed and passed the Sintelligent Administrator Exam level 1.- Completed and passed the SSDP Final.- Worked in Western Cape Governments NOC, monitored the Network for Fault and Performance Alarms, - - Added New Sites, and generated reports, Health Checks and Creating Reports.

Responsibilities of Role:- Providing Customer Service.- Preforming Hazzard Counts.- Finding new customers via telephone Sales.- Providing customers with quotations.- After a sale is made or provided quotations followed up with user for feedback.- Ordering Stock.- Merchandising Shelves- Assisting with Cashing up end of day sales on tills- STO procedure.- OHASA Rep.- Security Checks.- Demo Checks.- Key Holder.