Innocent Ntoyi

I have been working in IT for the past 20 years which has honed my customer service skills. I am a friendly, hard worker as well as a fast learner. Having worked in the IT industry for such a long time, I have come to adapt to the long working hours and this has ensured that I can work for long periods.I am also quite flexible. Seeing that I would have to travel quite extensively, adapting to new environments is key and I can do that quite well.In everything I do, I give 100%. I do not believe in mediocrity, excellence is always a priority to me.

February 2019 – Current 

EOH/ iOCO Head Office

 

Problem Manager

 

The primary processes objectives are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.

 

• Responsible for escalating Problems, Incidents, and changes, service requests, for urgent and complicated support issues within IT Environment and iOCO clients 
• Provide data and reporting of trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. 
• Performing trending and analysis of incidents to proactively identify problems. 
• Ensuring that the Service delivery team meets the agreed incident, problem, and service level agreements, manage own deliverables and timeframes to ensure that the team delivers committed tasks and project deadlines.

 

 

June-2016 – February 2019                   

Client NPA (National Prosecution Authorities) (EOH Contract ended at NPA.) 

 

Incident Management

• Monitoring of tickets and taking the actions necessary to meet SLA service targets. 
• Managing Incidents including of Major Incident with a priority of “Critical” or “High”, client-facing or Priority 1(Critical) and Priority 2 (High) 
• Client Satisfaction Survey for post Incidents 
• Managing user escalations for Incidents and user service requests 
• Daily, Weekly, and Monthly Reporting
• Initiation of Problem Process for problems identified by Incident Management. 
• Initiation of Issue Process for Issues identified by Incident Management. 
• Ensuring correct execution of Incident Management Processes
• Central Communication point for Major Incidents managed by their organization. 
• Respond to user escalations and engage functional escalation and service delivery management as required. 
• Responsible for escalating Incidents and User Service Requests within their organization 
• Engage SDM in case of conversion from Expedite Request to Escalation, or when a Major Incident is identified 
• Assisting the queue managers with the correct rerouting of the misrouted tickets 
• Participate in incident management meetings. 
• Identified process improvements. 
• Provide incident reports to problem management. 
• Ensured their organization is aware of the current incident process and adhere to it.

 

Service Management Team Leader role

• Led Service Management Team across a variety of projects.
• Collaborated with IT Project Managers to develop focused plans and solutions.
• Monitored team progress toward the timely delivery of goals.
• Managed systems installations and implementations.
• Ensure deadlines are met successfully.
• Drafted reports and worked with the service management team.
• Involved individual IT team members in the decision-making process through meetings.
• Supervising a team of 4 and overseeing their duties and roles 

 

 

 

 

Secondary Role – Platform Support – Network infrastructure Administration

• Performance and resolution of root cause analysis
• Issue investigation and resolution
• Vendor Management
• Problem Management
• Change Management

 

Roles and Responsibilities RSE 

• AD and ECMS Password Resets and user creation for NPA and DOJ
• Bit locker Recovery PIN Resets
• Remote Support Regionally in SA
• Installing software using SCCM  2012

 

Support NPA Business Application Software:

• LEXISNEXIS, JUTA STAT, BAS, ENATIS, PERSAL, and LOGIS
• Drive Encryption of NPA systems using bitlocker. 
• Printer support   
• All the above was done within service level Agreements.

 

Qualifications

 

SA College

Matric

2001

 

 

ITIL V4 Foundation certified in Service management at 

Foster-Melliar

2021

 

Prince 2 Foundation at 

EOH in-service training

2018

 

ITIL Intermediate Certified Operational Support and analysis at 

Torque IT

2018

 

ITIL intermediate Level- OSA at 

EOH in-service training

2018

 

ITIL Foundation certified in Service management at 

Torque IT 

2017

 

 

ITIL foundation 2011 edition at 

EOH in-service training

2017

 

 

Certificates/ Courses

 

MCSE (2000 core id 70-218,70-217,70-216,70-215) at Advanced Virtual Learning

N + at Advanced Virtual Learning

A + Advanced Virtual Learning