Data Capturer Incident Manager

PERSONAL DETAILS

Surname : Maneli

First Names : Nolubabalo Priscilla

ID Number : 760-***-**** 083

Gender : Female

Contact Number : 083-***-**** / 078-***-****

Email Address : *************@*****.***

EDUCATION & QUALIFICATIONS

TERTIARY EDUCATION

2009 Oracle – Completed

J2EE course

Java EE Overview

Designing Java EE Applications

Creating the Persistence Layer

Implementing Business Logic

Implementing the Web – Tier with Servlets

Creating the Web Tier Using Java Server Pages

Creating the Web Tier Using Java Server Faces

Binding Data in an Application

Developing the Business Tier Web Services

Creating the Persistence Layer with TopLink

Troubleshooting

2007 CTU Training Solutions – Completed

Certificate in Java

Declarations and Access Control

Object Orientation

Assignments

Operators

Flow Control, Exceptions, and Assertions

Strings, I/O, Formatting, and Parsing

Generics and Collections

Inner Classes

Threads

Development

1996 – 1998 Walter Sisulu University

Diploma Information Technology

COURSES AND TRAINING

COURSE/TRAINING INSTITUTE YEAR OBTAINED

ITIL Foundation Certificate V3 Torque IT 2021

Change Management Certificate Torque IT 2019

ISO 2007 Course Torque IT 2017

ITIL Foundation certificate in IT Service

Management Torque IT 2015

Database: Introduction to SQL Oracle 2008

Company : Prosperity Health Medical Aid

Position : Membership Clerk

Period of Employment : 2002 - 2004

Capture member information

Update of membership records

Verify and accurately process membership applications and ember record updates on the administration system

Resolve customer queries

Ensure the accurate application on Scheme rules in membership data capturing

Liaise with members, brokers in delivering exceptional customer service

Liaise with follow up on outstanding applicant documentation to ensure that beneficiaries are successfully registered to assist in minimizing Scheme risk

Maintain the annual option change process, annual student review, special cases and the year-end take-on process

Maintain and enforce all ‘membership related Service Level Agreements to minimize business risk and ensure business continuity

Company : Automated Outsourcing Services

Position : IT Change and Release Manager

Period of Employment : September 2013 – November 2020

Work closely with business units to understand and priorities business goals and information needs

Ensures that changes are recorded, fully evaluated, authorized, prioritized, planned, tested and implemented in a controlled manner

To plan, schedule and control the progression of new release through test and live environments CAREER HISTORY

Participate and provide input into the Change Advisory Board (CAB) meetings

To ensure the integrity of the live environment is protected and that the correct configuration components are tested and released into production with the minimum of disruption to the service provided to users

To ensure that all Change and Release activity contributes to minimizing disruption and downtime to systems and services

Provide guidance and support to technical support teams, ensuring a standardized approach is followed of any RFC for review at CAB

Completing the relevant minutes to track any actions and feedback. Work with the incident manager and incident management processes to recover services as quickly as possible in the event of a failed, service affecting change. Arrange for regular audits of non-production environments are fit for purpose. Define, document and maintain full roles and responsibilities for Change and Release disciplines

Ensure that suitable risk assessments and technical assessments are made by the responsible parties prior to approval of any RFC

Owns the Change and Release Management includes scheduling coordinating and the management of deployments across the organization

Deployments can be inclusive of application updates operating system patches, security improvements, hardware upgrades

Take responsibility for the final sign off all IT solutions, ensuring alignment with the predefined quality prior to deployment with the predefined quality prior deployment to production or to live environment

Review sign-off on evidence foe all the defined release management and compile release packs for CAB

Manage the coordination of all releases including new requirements, enhancements and defects to ensure alignment with the release schedule

Assisting on Helpdesk from 2016 till November 2020

To ensure maximum availability of the service desk thus enabling to business to access the first point of contact to IT

To ensure a high first-line call resolution is achieved at first point of contact thus ensuring speedy turnaround time are achieved

To ensure service continuity by accurately categorizing, prioritizing, allocating and resolving service requests and incidents in order to deliver on current SLAs maintain continuous high-level customer service

To ensure resource availability during business hours and attend to escalations by supervising the stand-by service

Career History Continued:

Prosperity Health Medical Aid Membership Clerk 2002 - 2004 Fidentia Group Receptionist / Hostess 2004 – 2006

Automated Outsourcing Services Data Capturer 2006 - 2013 Release and Change Manager/ Helpdesk 2013 -

2020

REFERENCES

Company: AOS (Automated Outsourcing Services)

Referee: Shaun Smith

Designation: IT: Head of Department

Number: 083-***-****

Company: AOS (Automated Outsourcing Services)

Referee: Dominic Ontong

Designation: IT Team Leader

Number: 079-***-****

Company: AOS (Automated Outsourcing Services)

Referee: Refilwe Mosehle

Designation: Business Analyst

Number: 076-***-****

Contact this candidate