Ricardo Terry Email and Phone Number

Ricardo Terry is a Honours - Bachelor of Science (BSc) Computing at UNISA. He is proficient in English. Colleagues describe him as "The City of Tshwane’ (CoT) Group ICT is currently undertaking a project to enhance the Service Desk. The System Centre Console Manger (SCCM) application which currently utilise only one of the many process and functionalities offered by the application. The reason for this project as to realise an integrated IT Service Management systems in City of Tshwane (CoT), with the following core functionality: 1) Self-help web interface for call logging system and reset of passwords 2) Minimisation of service disruption and high availability 3) Pro-active identification of trends and problems through accurate incident data 4) To produce and implement an up-to-date view of the most efficient and effective processes current undergoing in IT Service Management and particularly 5) Integrated Configured Management Systems which forms part of a more Service knowledge management system (SKMS). The second phase of the project which commenced August 2017, is planned to be completed October 2018 and includes following processes: Service Request Fulfilment, Change Management, Problem Management, Release management and deployment management. Furthermore, the application will achieve an integration of configuration management system (CMS) which includes databases such as Active Directory (AD), Configuration Items (CI’s) and many other CMDB’s. Ricardo Terry have been working in various IT related positions over the past 11 years. During this time he attained a wide range of IT competences and skills, including problem solving, communication skills, allocation of tasks and team work. Furthermore, his strong technical skills combined with his broad knowledge of IT infrastructure support and the necessary IT Service Management qualification assist him to achieve in his daily duties as well as project he is involved. He recently completed an extensive course at UNISA which should assist and contribute immensely towards second phase of System Centre Console Manger (SCCM) processes with regard to skills transfer from the consultants (Baraka) to internal CoT employees to manage the application successfully. The course which he completed at UNISA are:  Principle Concepts of IT Service Management  Service Management Functions (Service Desk)  Service Operation Processes  Incident and Problem Management On the 4th December 2017 Ricardo passed his International COBIT 5 Foundation exam His role and responsibilities during this phase of the project will be managing the activities and execution of incident management. Ensure that incidents are closed with proper categorisation Working with Problem Manager to build classifications for incident versus problems management. Ensure that incidents are resolved quickly and that trends are identified and classified. Ensure that incidents are properly prioritised and classified Ensures that normal service operation is restored as quickly as possible and the impact on business is minimised. I wish him prosperity in the above"