Ntate Seleke

Experienced professional with ITIL certification (ITIL V4, ITIL Service Strategy and ITIL V3 in IT Service Management) and proven Problem and Incident Management experience. I held positions as a Service Manager and Customer Problem Manager working on SLA (Service Level Agreements), Compliance management, Root Cause Analysis and resolving incident cases to the customer's satisfaction and providing meaningful status on repair and/or restoration activities as the custodian of the customer relationship management and communication.

Service Manager - MTN TES - Johannesburg, Gauteng

(2018-05)

Building customer relationships and managing communication (SPOC) for an ISP

• Ensuring business continuity for clients through Incident and problem management
• Incident management of repetitive tickets to eliminate reoccurrence
• Management of post deployment testing and acceptance
• Continual internal review of processes for operational KPIs
• Establishing weekly / Monthly operational review
• Ensure that Service Level Agreement is continuously reviewed in line with business requirements
• Establishing weekly /Monthly/Quarterly/YTD reporting of performance
• Implementing mechanisms to meet and manage customer expectations
• Service level agreement (SLA) management and compliance management
• Account Management for supporting services sales and billing

Customer Problem Manager - Ericsson

(2016-12 - 2018-03)

Responsible for receiving trouble reports from the Operator's Customer Care Centre (or from the Operator's customer directly in some very specific cases)

• Establishing weekly / Monthly operational review
• Analysing and highlighting all matters affecting service delivery
• Ensuring continuous process improvement to enable effective operational processes
• Identifies risks and ensures compliance to all business processes and systems
• Participates in planned activities that are appropriate for own and staff development
• Providing input into the budget and controls expenditure
• Proactive and Reactive Problem analysis

Coordinator: Problem Management - Business Connexion

(2015-06 - 2016-11)

• Incident and problem management through root cause analysis and incident reports
• Service level agreement (SLA) management through implementing mechanisms, change management and service maintenance to meet and manage customer expectations
• Proactive and Reactive Problem analysis
• Incident Analysis and RCA compilation for business and client

Service Manager - MTN Business

(2014-08 - 2015-05)

• Customer relationships management
• Ensuring business continuity for clients through Incident and problem management and establishing weekly /Monthly/Quarterly/YTD reporting of performance
• Service level agreement (SLA) management through implementing mechanisms, change management and service maintenance to meet and manage customer expectations
• Account Management for supporting services sales and billing

Support Engineer - MTN Business

(2009-12 - 2014-07)

• Provide first level support for all customers, 3rd party
• CISCO and Juniper Router Troubleshooting and Fault logging
• WAN/LAN remote support and Logging faults and Internet Support on (ADSL, 3G, HSDPA, Dial up Internet)

Support Engineer - Barlow Communications

(2008-10 - 2009-11)

• Installation, Configuration, troubleshooting on Cisco and Billion Routers, VOIP and VPN on Business DSL's Networks
• Installation, Configuration of Monitoring Systems on Networks and Network Cabling at Internet Solutions

Network Engineer - Accesstel

(2006-02 - 2008-09)

• Installation, Configuration of Monitoring Systems on Networks and Network Cabling

Technician - Exactmobile Phones (Nokia)

(2004-06 - 2005-03)

• Fault finding on cellular phones
• Repairing of phones from on board component level to software upgrading

Technical Officer - Telkom SA (Kelvin, Sandton) - Kelvin, Sandton

(2003-01 - 2004-03)

• Maintenance and Fault Finding on: ISDN, MARTIS, DIGINET, ADSL Analogue Lines and Reloading of Transmission and Data Modules

National Diploma - Electrical Engineering: Light Current - University of Johannesburg (2005)

Certification - ITIL V3 - AXELOS (2011)

Certification - ITIL V4 - AXELOS (2020)

Certification - ITIL Service Strategy - AXELOS (2019)

Certificate - K and F Problem Management - Thinking Dimensions (2016)

Bachelor of Commerce - Informatics - Unisa