Nasimah Essop

Im a hard working person. As such I approach work with a I can do attitude, always taking the customers needs to account. I deliver excellent customer service in line with the business requirements. I am dependable, punctual  and detail orientated. I have the ability to work independently or as part of a team. I am able to work under pressure and I accept responsibilities for both my own and my teams actions. My colleagues and I have a good working relationship and they feel comfortable speaking to me about work related queries, in order to come up with a possible solution.

Change Analyst

• Liaising with internal resolver teams and customer with queries/ concerns around changes
• Training and assisting Junior Change Analysts with workload and providing advice and guidance    
• Create/ review/ update documentation to outline Change Management processes
• Attending and representing Computacenter Change Management on CAB conference     
• Managing changes promptly throughout lifecycle, ensuring information is accurate and correct approvals are obtained 
• Email management, timeously responding to emails from customers and peers    
• Managing various customer changes throughout lifecycle
• Compiling a monthly summary report    

Certificate : ITIL V4

Certificate Advance writing skills

Incident Management

• Incident Management on a number of different customers' incidents trying to maintain high quality      
• Generating reports with all open/pending incidents per customer    
• Creating overview reports for specific customers        
• Trending on certain types of incidents and different resolver teams 
• Reduce customer escalations by ensuring incidents remain up to date and are resolved in quicker possible time.        
• Trying to prevent incidents from breaching where possible    
• Escalating incidents when necessary     
• Creating run books to document new processes         

Institution:  Msc College 

Course: National Diploma: Travel and Tourism Completed