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South Africa
Nasimah Essop

Nasimah Essop

Senior Change Analyst

Administrative

South Africa, West Coast District Municipality

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About 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.


 

Experience

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         

 

Education

Institution:  Msc College 

Course: National Diploma: Travel and Tourism Completed

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